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:04/27/2025

  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.

  On approximately 11/04/2024 I purchased two tickets for $337.28 from StubHub for a ****** ******** concert on 11/08/2024. The tickets were NEVER DOWNLOADED TO MY ACCOUNT. I contacted ********************** to request a refund. However, they adamently refused to refund my money.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond to *** ***** ******** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Following a review of the complaint submitted by *** ***** ********, it was confirmed that he initiated a chargeback request with his financial institution regarding the referenced order. Upon receiving and reviewing the supporting documentation provided by StubHub, the financial institution resolved the dispute in StubHub's favor. Consequently, the chargeback was denied.
  
  As a result of this decision, *** ******** is not entitled to a refund for this order. StubHub appreciates *** ********* understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair 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.

  Bought tickets two weeks ago. Yesterday find out I cant go to Saturdays game so I attempted to sell tickets on their app platform. The app kept kicking back my listing. But I finally got tickets listed. I got an email telling me the listing was active. This morning I get up and check the StubHub app. It says I have multiple listings for the Saturday tickets and 1 listing sold and one was active. I canceled the active listing sold the tickets werent listed twice. Furthermore I only received one email yesterday. I looked in my account and saw nothing sold so I am confused. I reach out to customer support on chat. She tells me I have the same tickets sold multiple times which I tell her it didnt say that. I sent her my emails she says I received an emails about the sells I never did. She tells me its my fault I dont see how I ask her for the customer service phone number because she is unable to get me a supervisor her name was ******* on chat.was her name. I then called ********* on phone she said I had nothing sold but that I had transferred my tickets to someone else. I told her that I didnt transfer to someone named *****. Furthermore on inspection the tickets transferred were for the Sundays game which I never did anything too. So now I have no tickets and have lost 500$ StubHub needs to answer why.

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond to *** ******* ***** complaints, BBB case # *********  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Following a review of the complaint submitted by *** ******* *****, the matter was promptly escalated to the Trust & Safety team for further investigation of the order and associated account activity.
  After a thorough review, the Trust & Safety team concluded that the account in question was fraudulent. As a result, *** ***** will receive a refund in accordance with the terms outlined in the User Agreement.
  It should be noted that once the refund is approved, *** ***** should allow 58 business days for the funds to be processed.
  Due to the nature of the issue, the existing account will be permanently blocked. Should *** ***** wish to continue using the platform, a new account will need to be created.
  
  The company appreciates *** ****** understanding and cooperation throughout this process.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Until I receive my refund my complaint stands

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 05/07/2025

  Thank you for the opportunity to respond to *** ******* ***** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  In regards to *** ****** complaint, we are diligently working on his request and he will be update as soon as an update is made available.

  The company appreciates *** ****** understanding and cooperation throughout this process.

  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  
  ***** StubHub Executive Customer Care

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  I bought 2 tickets for $1000 on stubhub 5 months prior to the event. Stubhub claims they have already transfer the tickets to another account. No refund. No replacement tickets. Just talking to workers who are clearly not American. This is a clear scam. I want justice. They need to be held accountable.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond to *** ******* ***** complaints, BBB case # *********  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  

  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Following a review of the complaint submitted by *** ******* *****, it was determined that the order was transferred by the seller on January 16, 2025. The ticket associated with the purchase was subsequently accepted via the email provided by *** ***** on April 10, 2025.
  Unfortunately, as per the company policy, all sales are final.
  We would like to ***************************** for understanding .
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub Executive Customer Care
  

  
  

• Initial Complaint

  Date:04/25/2025

  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.

  I sold 2 tickets on stubhub for the **** ****** concert at the *************** on April 11, 2025 the sales # *********. I waited 5 to 8 business days twice for payment. The state I need to provide my TIN #. I provided my Social security number 3 times and I still have not received payment it's April 25 now.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond to *** ******** ************* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Following my review of the complaint submitted by *** ******** *******-*****, I can see that the payment referenced in this complaint was processed on 04/27/2025. In accordance with our sellers policies, ************************************ receive this payment within 7 business days of the date which the payment was processed. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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 passes to The Masters event for Sunday, April 13, 2025 from StubHub. I received emails confirming my purchase and how and where to pick up my passes for the event. My husband and I were traveling to *******, ** from ******** and on Saturday, April 12, 2025 at 1:45 pm less than 24 hours, I received a call from StubHub (they left a voicemail) saying my passes were canceled and I would be getting a full refund. $5,425.13 and it would take 5-8 business days. They said, "Do Not show up to the pickup location." So I called StubHub and they said they could not honor my passes or give us new ones but I will get a refund. I received an email on April 17th, 2025 saying they were reviewing my request for a refund. I called them and said, "Give me my money, it's not a request. you canceled my event-not me." They once again said they were working on my refund. I have been told that I would receive a refund by my original payment, they were reviewing my request. It would take 5-8 business days and I would have an answer in 72 hours. I called today April 23rd and they said I had to be refunded via ****** or my bank. They won't give me a straight answer and **************** said that their hands are tied.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond to *** ********* ******** complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We regret the situation reported by *** ********* ********.
  
  We can confirm that the refund for the order was provided on April 24th, and on that same date an email was sent to *** ********* ******** with the refund confirmation and timeframe details.
  
  We thank *** ********* ******** for her patience and understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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 March 28, 2025 I bought tickets to ***** on April 18th. The order was confirmed via email and I was told to sit tight the order will be delivered on or before the 18th. That day I went to get my tickets and could not locate an email with my tickets. I then logged into my account to learn that the seller withdrew his ticket offer. StubHub said they would provide comparable tickets. However there was only one option and it was 30 plus rows higher and 3 sections over away from the stage. The only other option was a refund, despite the fact that there were many other tickets available on their site. I ended up having to spend an addition 120 for seats that were still higher than the ones I had purchased but only by about 15 rows. Stub hub refused to compensate the additional expense despite the fact that they charge the seller a fee for not completing the transaction. Stub hub failed to notify me and effectively did a bait and switch where I had to expend more money for the same ticket. It is a clear UDAAP violation and their fan protection of a refund is useless- of course they have to refunded the money otherwise that would be stealing since there was nothing provided for in exchange

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to *** ******** ****  complaints, BBB case # *********  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  After reviewing the complaint submitted by ****************** it has been determined that StubHub acted in full compliance with its FanProtect Guarantee. The company acknowledges and regrets the customer service experience *** **** encountered and extends its apologies.
  StubHub confirmed that *** ****s purchase was processed according to the terms of the FanProtect Guarantee. Although the company is unable to offer additional compensation, a full refund was issued back to *** ****s original method of payment.
  StubHub appreciates *** ****s understanding in this matter.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair 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.

  We purchased 4 tickets to an *********** football/soccer game on Feb 15th, 2025. We had trouble getting the tickets but finally received them about ***** min before the game. (We flew to ******* for a family vacation and to see a game). We got to the venue on April 4th at 8:10 pm and found out our tickets were invalid and someone else had already used them. We paid $1367.31 Canadian/ ($895.58 Euros). I contacted Stub hub through their app many times in the two weeks following the game and their ** said that it was escalating our case. Every time I went into the app my conversation. Was gone and I would start over and each time they apologized and said that they were escalating it. When I finally got a hold of someone I believe this past Sunday, April 20. They told me that it was outside of the 14 day window to be able to get a refund and that they had no record of all of my chats with their **. Then when I was chatting today, the agent told me that the ** had said to contact someone and Inrealized they do have access to our chats. I told them that since the ** I was chatting with kept saying it was escalating our issue, I didnt think I also needed to call.

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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.

  DOT: 2/13/2025 I purchased 8 tickets from Stubhub on 2/13. Show date was 4/19/2025. I attempted to get access to tickets on 4/16/2025 and was unable. After working through calls with customer service on the 16th and 17th, it was determined they could not fix the issue and that 1hr before the show, a link would come via email and I would be able to get a refund. At 1hr before showtime, I called and was then told that they can see that I accepted the tickets with my email address, on ticketmaster, on 3/10. I showed and have all screenshots on their app, stating I was not offered the 8 tickets, and of the 2 tickets that looked like they were available, it stated that a DIFFERENT email address accepted them. I called Ticketmaster and confirmed that my account never received a ticket transfer, or accepted a ticket transfer. Stubhub was also unable to provide me with the seat numbers of the tickets. Nothing I had received ever had seat numbers.

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond to *** ***** ***** BBB case # ********.I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they purchase from a third party. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  
  In regards to *** ***** complaint, a refund was issued to him on the 22nd of April 2025, however he has opened a dispute with their financial entity and will have to resolve it directly with them. Unfortunately we cannot assist him further with this until the dispute has been closed.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  
  Sincerely, 
  ***** 
  StubHub Executive Customer Care 
  

• Initial Complaint

  Date:04/21/2025

  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.

  in February of this year ********************************************************************************************* October. after buying the tickets the confirmation email stated that they were not general pit admission they were lawn seats. was told i needed proof that they were listed incorrectly by customer service. So in the meantime I decided to purchase another set of tickets listed as general pit admission. Upon receiving the confirmation email for the second set of tickets they were again not the correct tickets they were lawn seats. this time around i had taken pictures of every step of the second purchase and submitted this to stub hub. they told me they would fix this issue for me with all 4 tickets. It has been 3 months of calling and being told it will be fixed. But it has still yet to be resolved I'm extremely frustrated i got scammed twice have proof and yet I'm still awaiting a RESOLUTION!!!

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond to *** ******* ********** complaint, BBB case #********.  I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  According to the policies accepted at the time of purchase, all sales on StubHub are final. As such, *** ******* ********** is not eligible for a refund for the order referenced in this complaint, since StubHub is obligated to compensate the seller once a sale is confirmed. If the event has not yet taken place, *** ******* ********** may either use the tickets or relist them for sale on our platform.
  
  We can confirm that *** ******* ********** placed two orders for tickets to the ****** ****** event scheduled for 04 October 2025 at 7:00 PM. Both purchases were for Section: Lawn5, General Admission tickets.
  
  The supporting evidence submitted does not align with the confirmed purchases. Specifically, the amounts mentioned differ from the ticket prices on record, and there is no documentation directly linking the claims to either order. As the tickets were correctly listed and selected by *** ******* **********, no refund or compensation can be provided.
  
  If *** ******* ********** has any clear evidence that matches the order details, we kindly request that she sends it to us for further review.
  
  Should the ******* ********** require any additional assistance, we welcome further contact through our ************ where our team is available to help.
  
  Thank you for the opportunity to provide specific information regarding StubHub. If I can be of any further assistance, please dont hesitate to let me know.
  
  Sincerely,
  ******* *.
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:04/21/2025

  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.

  I purchased tickets on April 16. I listed the tickets for sale April 17! I was waiting to receive my tickets so I contacted STUBHUB inquiring when I would receive my tickets. Stubhub informed me that I will receive my tickets by 12pm pacific time or I will receive my money back because of buyers protection. I in fact did not receive my tickets in time and when I did receive the tickets they were not the tickets that I purchased. They were failing uphold to their policy. Also they charged me $294 fee for failure to fulfill my order. I dont understand how it would be possible to fulfill an order without first receiving tickets from my original seller on time, and if they were the correct tickets. It seems as though this site has a scam going on after further review. I am just requesting for a refund of the wrong tickets I received of $126.69. As well as fraudulent charge on my account of $294. If I have to get a lawyer and sue for emotional distress and whatever else my lawyer advises me to I will do so.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond to *** ****** ****** complaint, BBB case #********.  I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************.
  
  After a thorough review of *** ****** ******* StubHub account, weve identified an ongoing dispute involving her bank or credit card provider and will need to work with them to resolve the issue.
  
  At this time, we are unable to provide a specific timeframe for when the issue will be resolved. For the most up-to-date information, we recommend that *** ****** ****** contact her bank directly. Once we receive an update from *** ****** ******* bank or financial institution, we will contact her directly regarding this matter.
  
  Thank you for the opportunity to provide specific information regarding StubHub. If I can be of any further assistance, please dont hesitate to let me know.
  
  Sincerely,
  ******* *.
  StubHub ***********************