ComplaintsforBigStub, Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased three tickets on 4/20/2024 for the Suicideboys concert at the Moody Event Center in Austin Tx on 8/17/2024 from the Big Stub website. I have the confirmation emails and followed the instructions to claim my tickets. When we arrived the tickets wouldn't scan. Another employee with a tablet came over and scanned them and asked for our IDs and said the name on the tickets didn't match and sent us to the box office. The employees and manager at the box office said that the tickets were fraudulent and that only tickets from Ticketmaster could be used at that venue. I reached out to Big Stub to file a claim on 8/19/2024 and explained the situation as I have here and sent them the same attachments that they requested. After that I have reached back out twice on 8/21/2024 asking for an update but still haven't gotten a response. Just to add, I initially filed a claim 2 days after the event and per their policy claims have to be filed within 10 days of an event.

  

  Business response

  08/22/2024

  
  ?
  I am incredibly sorry about the experience you described at the Suicideboys concert. As soon as we received your complaint on 8/19/2024, we initiated an investigation right away. The investigation is underway and was still in progress when you reached out multiple times in the following two days. We understand you were eager for a quick resolution, but thorough investigations can take some time to ensure all details are properly reviewed.
  ?
  We confirmed that the tickets were delivered to you on 4/23/2024, and accessed multiple times. It seems they were valid and should have been scannable at the venue, so we understand how frustrating it must have been when that wasn’t the case.
  ?
  Although we requested documentation from the venue, we understand you couldn’t obtain it. Despite the investigation still being underway, we’ve gone ahead and issued a full refund for your purchase.
  ?
  We apologize for the delay in communication and any inconvenience caused. We’re also continuing to follow up with the ticket supplier to fully understand the issue and help prevent this from happening in the future.
  ?
  If you have any other questions or concerns, feel free to reach out. We’re here to help.

  Customer response

  08/22/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22179963, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 10th, 2023, I purchased Hozier concert tickets from Big Stub for $563.75. $426.00 for the tickets and $127.80 in fees. I never received an email confirmation so I found the name of the company on my PayPal and called them. I asked when I would receive the tickets and they said a week or so before the concert that was on August 6th, 2024 at Blossom Music Center. On August 3rd, I called them because I started to get concerned. They said the email for the ticket transfer was sent to me on July 29th. I did not get an email July 29th. I looked multiple times in my regular email and my junk. They acted like I didn't know how to use my phone. This is not my first concert and I know how to use my phone. They supposedly resent them to me, but the tickets said they had already been shared with me and they never were. They talked in circles and kept putting me on hold and then they would tell me a manager would call me. I did get a call from a manager once and he said they would try to re-transfer the tickets and they said they could not do that. I called the venue (Blossom Music Center) twice and both managers that I spoke to told me I was taken for the money because the tickets were non-transferable. Big Stub told me they had a workaround for that. Blossom sent an email saying they could not accept tickets from them even if I had them (which I didn't) because they were not to be resold. Big Stub gave me my fees back, but not the cost of the tickets. I paid for tickets and they never sent them to me. I think I should be refunded all of my money. They said there were inconsistencies in my story. There was no story. I bought tickets and they never gave me them. They did not seem to care at all and I bought them for my daughter for her birthday. Thank you

  

  Business response

  08/21/2024

  
  ?
  Thank you for your patience while our compliance team thoroughly reviewed your case. Our investigation confirmed that the seller successfully transferred the tickets to you, and the issue was due to user error. However, I fully understand that the process was more complicated than it should have been, especially considering the event’s transfer restrictions.
  ?
  To make up for the inconvenience and frustration this caused, we have refunded your order in full as a gesture of goodwill. I sincerely apologize for the challenges you faced, as we aim to provide outstanding experiences and, in this instance, we fell short.
  ?
  Please don’t hesitate to reach out if there’s anything more we can do for you.

  Customer response

  08/21/2024

  I just wish to add that their response is entirely untrue, but am grateful to finally get my money back.  They are conducting business in an unethical manor. 
  

  Thank you for your help. 
  

  C**** ******

   

  Customer response

  08/21/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22131442, and find that this resolution is satisfactory to me. I do not appreciate their claim that it was user error because that is a lie.  The venue refused their ticket because their attempt to resell tickets that were not to be sold failed. It seems unethical and they were not kind to me. 
  

  I’m thankful to have my money refunded. 
  
  Regards,
  
  C**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought tickets to a concert on 1/25/2024. The concert is today (6/25/2024). I just tried to save my tickets to my Apple wallet and they are no longer active. Ticketmaster cancelled my order without knowledge saying the company, BigStub, violated their terms and now I have to go back to the original seller to get my money back. Except now I’m also out the hotel room that I booked for this event. Big stub is a complete scam.

  

  Business response

  07/01/2024

  Hi G********, according to our records, you purchased two tickets on January 25th, which were transferred to you in February. We later learned in April that the original tickets had been canceled by a third party, and we were in touch with you regarding this on April 23rd. However, we were able to resolve the issue, and new replacement tickets were transferred to you on May 4th. We did not hear from you again until the afternoon of the event on June 25th. We reminded you that new tickets had been transferred to you, and you then did not advise us of any further issues or contact us again. This event has passed, and it was fulfilled in accordance with our policies, so it would not be eligible for a refund.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The tickets for the Allison Krauss/Robert Plante concert on Wednesday, June 12, 2024 were not valid. I paid via a Citbank Credit card $309 in March 2024 as a birthday gift to my wife. This concert was at Ravinia Park in Highland Park, Illinois Lawn Seating. It was a very hot evening and we arrived and parked as soon as the park gates opened at 4:00 pm for a 7:00 pm performance. We had my I phone with copies of QR Stamp tickets or printed tickets if that wasn’t good enough. Three separate scans were done unsuccessfully. We were sent to the park office and they said we would need to get ahold of Big Stub. We tried to call the Customer Service number and there was no service in Ravinia Park. We had no other choice but to purchase lawn tickets from the office. I have uploaded ticket both unsuccessful ones and the ones we had to purchase. I am also consulting with fraud management through my Citibank Credit Card.

  

  Business response

  06/26/2024

  I’m incredibly sorry to hear about the issues you and your wife faced with your concert tickets. I understand that your tickets didn’t scan correctly at the venue and how frustrating and disappointing this must have been for you both. We’re currently investigating this with the supplier. We were available to help and provide immediate assistance on the day of the concert, but I understand you unfortunately couldn’t reach us due to service issues at Ravinia Park.

   While the compliance investigation is ongoing, we want to make things right for you. As a courtesy, we have refunded the total order amount for the tickets you purchased. You should see this refund within 5-7 business days.

   We appreciate your patience and understanding as we resolve this issue. Our commitment to providing the best customer support is unwavering, and we will continue to do so. Please don’t hesitate to reach out if we can be of any further assistance.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ALERT! DO NOT DO BUSINESS WITH BIG STUB! Their site and ticket transfers are NOT secure, and you could have your tickets stolen right out from under you. There's also no support or acknowledgement from the management to determine problems with their system. Purchase was made 11/27/2023 for a show on 5/31/2024. An unauthorized transfer of event tickets was made in their system, and the event tickets were never available for me. I made a notification to BIG STUB upon a failed transfer only to find out someone else had already transferred them to an unknown 3rd party. BIG STUB management denied that their system had a security issue, which was really all I was asking them to do was to admit they had a flaw in their system.

  

  Business response

  06/10/2024

  Thank you for sharing your experience with us. I apologize for the frustration and inconvenience you've encountered. We take all customer concerns very seriously and appreciate the opportunity to address them. After a thorough investigation by our compliance team, I would like to clarify the situation:

   Ticket Delivery: According to our records, the tickets were delivered to you via Ticketmaster at the time of purchase on November 27, 2023. Ticketmaster has confirmed proof of transfer to your email address.

   Unauthorized Transfer: It appears that either the tickets were transferred out from your account or your Ticketmaster account may have been compromised. Unfortunately, as the transfer was conducted through your Ticketmaster account, this is beyond our scope of operations. We do not have control over Ticketmaster’s system or access to your account.

   Security and Support: We assure you that our systems are secure, and we continuously work to maintain the highest security standards. However, once tickets are transferred to your Ticketmaster account, we no longer have access or control over them.

   We regret that our previous communication did not meet your expectations. We encourage you to contact Ticketmaster directly to investigate any potential unauthorized access to your account. Their team can provide further assistance and take appropriate action if your account was compromised.

   We value your business and hope this clarifies the situation. If you have any further questions or need additional assistance, please feel free to contact our customer service team directly.

   Thank you for your understanding and cooperation.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  BigStub is marketing an event in January for Beyonce. It appears to be a concert, but it isn't. I believe this is false advertising and they will not issue me a refund. The event is in January 2024. Their headline says "Beyonce is on tour in 2024. Tickets for all upcoming perfomances are on sale now--click here to get your Beyonce tickets from BigStub today." The BigStub website opens with "The hottest pop star on the planet is back with the new album and if you hurry, you can catch Beyonce live in concert. (I have attached the full text)". I have attached screenshots of their website with the full text I'm describing. These screenshots were taken 12/27/23 at 6:00 AM CST. She is in fact NOT on tour in 2024. And she WILL NOT be at the event in OKC. It's basically a movie showing. This is blatant false advertising and I should be entitled to a full refund.

  Customer response

  01/03/2024

  The business has reached out to me and issued me a full refund, so this claim can be closed.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #4******* I wasn’t able to attend due to unexpectedly getting Covid-19. I didn’t know or plan to get sick but I attend and put others at risk.

  

  Business response

  09/13/2023

  We are unable to refund your order because all sales are final. This policy is an industry standard, including with the venue and Ticketmaster. As a courtesy, we offer customers the option to purchase ticket insurance with our partner Allianz, potentially covering illness or other emergencies preventing your attendance. According to our records, you did not opt to buy the insurance. I am sorry to hear that you did not utilize your tickets as intended. Regardless, we have no further recourse in this case.

  Customer response

  09/14/2023

  
  
  Complaint: 20595616
  
  I am rejecting this response because: I didn’t plan on catching covid, I had every intention on going to the event, but this isn’t right because I didn’t go and now I’m told I can’t get my money back or partial payment. I will reach out to corporate/ceo and media to get this resolved and the harassing emails from agents is an issue as well telling me what’s not going to happen.
  
  Regards,
  
  A******* **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov of 2021, I purchased front row tickets for a production of the play Wicked 07/01/23. Aprox 2 weeks before show date, I was contacted by them,BigStub, and told there was a change in venue and they needed to change my tickets. When asked if I would accept new seats plus a $53.00 discount, I said yes as long as no one was seated in front of me. I had no chance to review or choose which seats were open. Later when I went online to check, I see I was lied to. Front row seats are still available, even today 6/29/23. I contacted the co., was told I could not get a refund. Tickets cost $887.42, I believe this is a bait and switch. I canceled all plans for this event which was to celebrate my 72nd Birthday. I have DVT right leg which I need to flex,part of the reason for front row seats in addition to treating myself for once. My order# 35****22. Thank you in advance for your help with this matter.

  

  Business response

  07/03/2023

  Dear Mr. B*******,
  Thank you for expressing your concerns regarding your ticket purchase for the production of Wicked. At BigStub, we aim to provide our customers with seamless experiences and your feedback is crucial in helping us continuously improve.
  Upon receiving your complaint, we conducted an in-depth review of your case. Our records indicate that you were contacted and offered alternate tickets, and during the call, our representative explained the seating arrangement and offered to send you a map of the seating chart so you could look at it before accepting the new offer. However, you chose to accept the tickets on the same phone call without looking at anything.
  We acknowledge that the new seating arrangement was not your original choice, and we empathize with your disappointment. In light of this, we would like to offer a refund of the full service fees as a gesture of goodwill and as an apology for any inconvenience caused.
  Unfortunately, we are unable to alter your tickets as per our policy that all sales are final once a transaction is completed. We understand that this news might be disappointing, and we regret any dissatisfaction this has caused.
  We are sorry that we were unable to provide the outcome that you desired, but we have to adhere to our policies to ensure fairness and consistency for all customers. We strive to provide the best customer service and will continue to do so.
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  07/09/2023

  
  
  I am rejecting this response because:  1, I do not recall being offered a chance to review exchange ticket seating 2, the settlement offer does not include an amount. 3, I canceled or attempted to cancel enough time in advance for them to resell, whereas I had to cancel plans which included in addition to the tickets, Hotel reservations from 06/29/23-07/03/23, Holiday Inn #*********5 and flight plans for a lady friend from Abilene, tx.
  Regards
  **** B*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  07/12/2023

  As previously stated, all sales are final. This includes the alternate ticket offer client accepted. Compliance team reviewed the phone call where client was offered alternates. Agent that called him offered to send him the map and the seating arrangement so he could look at it before accepting the offer and the client chose to accept on the phone call without looking at anything. Unfortunately, we have no further recourse in this matter.

  Customer response

  07/18/2023

  
  
  I am rejecting this response because: I was never offered a chance to view a seating chart plus Big stub lists  their guarantee policy, that any changes will be equal to or better than original. To me there is nothing better than a front row seat.  I also stated that I did not want anyone sitting in front of me. If they have a recording of the call as they claim, then they have it on record. The reason for this request is that I have a medical condition , the result of knee surgery on my right knee. I had a deep vein thrombosis and have to exorcise my right leg  if seated for any length of time. If I don't blood pools, calf swells and I am subject to a repeat thrombosis. 

    This event was to be a treat for my 72nd birthday with about 2 years of planning. I had looked forward to this for quite some time. it was one of those lifetime events where you spare no expense. I had reserved  a hotel room for two days ahead of the event through two days after the event. I was to fly a lady friend in from Abilene, tx. to join me. I was to drive from where I live in Aransas Pass, tx, about 4 hours away. We were looking forward to days of dining and shopping.

    I am not clear on their change of venue. If the event did not change location, what does a change of venue mean? There were performances there before July 1st and after. Plus online, front row seats were still available.

    I am simply requesting a refund of $834.00. This is $887.00  I paid minus the $53.00 they refunded with the change of seating.

  Regards,
  
  **** B*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I found Morgan Wallen tickets on sale and was able to use affirm to pay for the tickets and pay back monthly. The concert is postponed and new dates have not been released. I called to cancel the tickets so I would not have to pay for something I am no longer going to. BigStub refused to cancel the tickets and would not let me speak to a manager.

  

  Business response

  05/15/2023

  Morgan Wallen’s “One Night At A Time” tour has been postponed due to a vocal cord injury. The performance at Minute Maid Park in Houston, originally scheduled for May 26, 2023, will now take place on November 18, 2023, and tickets purchased for the original date will still be valid for the rescheduled performance.
  As a ticket marketplace, BigStub facilitates ticket transactions between buyers and sellers, and all sales are final. We are unable to cancel or refund any order unless an event is completely canceled and not rescheduled. In this case, your tickets remain valid for the rescheduled performance.
  I am sorry that we could not provide the outcome you desired. We must adhere to our policies to ensure fairness and consistency for all customers. We strive to provide the best customer service and will continue to do so.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Transaction date 12/15/21 Date of tickets 12/9/22. Went to will call to pick up tickets and told our receipt and confirmation number were not official. Called big stub and they would not honor our purchase. Amount of transactio total $493.00. Transaction number provided by big stub 35****44

  

  Business response

  12/22/2022

  Thank you for your patience. I understand the delivery method for this order was "Will Call" and the customer was instructed to pick up their tickets at the venue's box office. However, the customer claims the tickets were not available. Our customer service agents are in direct contact with the customer and their claim is pending investigation by our compliance team. They will be kept informed and updated as soon as possible.

  Customer response

  12/22/2022

  
  
  I am rejecting this response because:The business  Big Stub has not been in contact with us in regard to our complaint.  
  
  Regards,
  
  D**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/03/2023

  The customer was contacted and the order was confirmed as busted. The original order amount was refunded to the customer on 12/23.

  Customer response

  01/05/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18573762, and find that this resolution is satisfactory to me.
  
  Regards,
  
  D**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩