Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/2024 my 13 year old daughter with Down syndrome entered my wife’s home office without my wife’s knowledge and made a ticket purchase through Big Stub for $732.76. We soon learned of this purchase and contacted Big Stub within 15 minutes of the purchase. I was told by the customer support representative that the transaction was complete and we would not be receiving a refund. I explained to him my daughter has intellectual disabilities and no efforts were made on Big Stubs behalf to rectify this transaction made in error.

  

  Business Response

  Date: 11/21/2024

  Hi M**, I am unable to find any record of an order matching the information given. Are you sure this order was on bigstub.com and if so, can you please provide the order number?

• Initial Complaint

  Date:10/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets to an upcoming event. I selected the section and row. This area only is 5 seats long and we wanted 5 seats so win win. After paying for the event we were sent an email indicating we are not guaranteed our seats or even tickets to the event but we were charged for the full venue. I reached out to Big Stub and requested a return on my money. They indicated me they they would not return my money and would just fit us in somewhere at a random location. 1 we were promised not to separate as I have small children and one is handy cap that is why our seats worked for us. 2 no where did it indicate we were not purchase the actual seats and they would randomly choose another location that they deem equal or better and 3 this venue typically is sold out or very near sold out. After talking to the customer service they told me they would not be returning my money and would not be sending me the seats I chose and would randomly put us in what ever area and seat they wanted.

  

  Business Response

  Date: 10/11/2024

  Hi S***, as a ticket resale marketplace, the listings you see on our website are offered by our network of licensed ticket brokers and trusted professionals. Some of these listings are for Zone Seating, including the tickets you selected, and clearly indicated with "Important: Zone Seating ?" which leads to further details:
  "The tickets you receive may be in the specific section listed here or in an equivalent or better location. This listing describes tickets that the seller does not own or may not know the exact location of the seats, but is offering to obtain for you. Once your order is confirmed, we guarantee that you will receive tickets prior to the start of the event for seats that are in an equivalent or better location or you will receive a full refund."
  This information was also displayed during checkout and upon your order review, which you agreed to when placing your order. As an intermediary between buyers and sellers, we can only cancel or refund an order under specific conditions, such as if the event is canceled or the seller does not meet their obligations. Unfortunately, we have no further recourse in this case.

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: 22394108
  
  I am rejecting this response because:
  The information was unable to be found it is either missing or on different locations requiring a search to find it. 
  

  I bought these tickets to have a guarantee seat not a random you think is better or equivalent as your ideas of equal are not the same as mine. 
  and when traveling a few days prior to be in town to find out I do not have seats when this is the only reason we are heading to Utah will absolutely not work. You are misinforming the public and your unwillingness to make a refund 1.5 months prior it theft.

  i have requested a refund you declined indicating I need to sale these imaginary tickets to someone else. This is dishonest  and again theft.
  Regards,
  
  S*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/23/2024

  As previously stated, all sales are final, and no further recourse is available.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets on 9/27, order stated would receive on 9/27, did not receive. I called company questioning the tickets due to a 3hr drive and was told they would be delivered by 3pm. I told them that was not what was stated. I asked for a refund and was told no. I get the tickets finally and they are not valid

  

  Business Response

  Date: 10/08/2024

  Hi S*****, according to our records, you purchased tickets on 9/27 at 11:04am for a show the next day 9/28 at 8:30pm. Your confirmation email may have had an estimated subject-to-change delivery date of 9/27; however, the delivery information provided to you during checkout informed you that the tickets were not available yet but are guaranteed to be delivered in time for the event. The tickets were delivered to you electronically on 9/28 at 12:10pm. We were not made aware of any issue with the tickets prior to this complaint several days after the event already occurred, which is of course too late to resolve if there was in fact a problem.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 01/03/2024

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

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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******* **********