Business Profile

Event Ticket Sales

StubHub, Inc.

This business is NOT BBB Accredited.

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Current Alerts For This Business

Pattern of Complaint:

BBB files indicate a Pattern of Complaints regarding the company's billing and customer service practices. Consumers are telling BBB about their experiences with using the StubHub online platform to buy and sell event tickets, and BBB has noted a significant spike in complaints for the company since the beginning of 2024. Consumers who say they sold tickets are apparently having trouble getting their money from the company for those sales. These consumers also report that the payout process has been complicated by a lack of sufficient customer service as well as the companies' own confusing policies. Complainants who allegedly buy on the StubHub platform indicate that issues with purchased tickets are common, such problems with downloads, validation, delays in delivery, and even alleged counterfeit items. Several consumers also claim that these issues have led to their missing an event, or paying for additional tickets last minute just to get into the venue. There are also reportedly issues with fraudulent charges or activity with StubHub accounts that are not being addressed in a timely or adequate fashion by the company. Additionally, consumers claim that event cancellations are not being addressed promptly with refunds; instead several consumer state that the company reps attempt to stall the return of funds for publicly cancelled events and even request unnecessary documentation to verify a cancellation. Other consumers indicate that in many scenarios, requests for refunds are extensively delayed by the company, forcing consumers to repeatedly follow-up with StubHub in an attempt to resolve matters.

On Jan. 24, 2025, BBB contacted StubHub and requested its voluntary cooperation in alleviated the identified issues in the Pattern of Complaints. As of February 28, 2025, the business has failed to respond to BBB or resolve the identified issues in the Pattern of Complaints.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/13/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sold tickets on stub hub back in december. its been 3 months and i still havent been paid. they keep telling me to wat for an update. they locked my account because a buyer sad i never sent ticktets even though I did
Business response
03/15/2025
Thank you for the opportunity to respond to ******** ******** complaint, BBB case # ********. I sincerely apologize for this 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, 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.

The contact information provided by ***************** in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated ******** ******** will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further.

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

Sincerely,
***** *.
StubHub Executive Customer Care
Customer response
03/15/2025
Better Business Bureau:
the order numbers are
#*********
#*********
#*********
My email on I used to sign up with StubHub is **************************

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
03/10/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sold a set of tickets on stub hub. Instead of getting paid for these tickets, I was charged $135 claiming I failed to deliver the tickets on time.The tickets were purchased on 2/24 and dropped off to ***** the same day. The tracking number did not sync to the sale and I submitted an email to help about that and it was said that it would be monitored. I tried multiple times to contact in person/live support, but was unable to reach a liver person. Tracking shows that the tickets were attempted delivery on 2/26 and then delivered on 2/27 for the show on 3/2. I now see in my account that it says to "deliver tickets by Mon, Feb 17" which would be impossible considering they were sold on 2/24. If the expectation was to be delivered on 2/17, the listing should have been deleted. Being charged for tickets being "late" when they were delivered 3 days before the show is fraudulent behavior.
Business response
03/13/2025
Thank you for the opportunity to respond to ******** ****** complaint, BBB case #********. I sincerely apologize for her experience. 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, 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. 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 may be found at *******************************************

*** *** ******* has submitted a dispute regarding a charge she received.We are currently reviewing the dispute and will update *** ******* once we have a resolution. Please note that our charge reversals team has recently implemented a new dispute process, and their current resolution time is ***** days. If I receive any updates before then, I will be sure to reach out to *** ******* directly.

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

Sincerely,
*****
StubHub ***********************
Customer response
03/16/2025
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.
The money they charged has been returned.

Sincerely,

*** *******
Initial Complaint
03/09/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged 162 dollars for not fulfilling transferring tickets to a customer. I did transfer the tickets and have sent documentation showing that I did. Two customer service employees said I shouldnt have been charged. Then when I wanted to speak to a supervisor the call was dropped. Also the link to dispute the charges has been down for over two weeks
Business response
03/12/2025
Thank you for the opportunity to respond to **** ***** complaint, BBB case # ********. I sincerely apologize for his 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, 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 accessing or using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers 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. A copy of our User Agreement can be found on our website at ********************************

We would like to inform *** ***** that his complaint has been escalated to the appropriate department for further investigation.

StubHub is currently reviewing the details of *** ***** case, and once the investigation is complete, a representative will follow up with him directly to provide an update and assist with any next steps.

We appreciate *** ***** patience during this process and are committed to resolving the matter as quickly as possible. Should *** ***** have any questions or need additional assistance in the meantime, please dont hesitate to reach out.

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
Customer response
03/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that when a refund is returned I will be satisfied

Sincerely,

**** *****
Initial Complaint
03/08/2025
Complaint Type:
Product Issues
Status:
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.
I purchased tickets that stated they were next to each other after receiving confirmation email the tickets seem to be in different rows same seat number then after receiving the actual tickets to download I noticed those seat numbers didnt match the confirmation email. I reached out to customer service they just made promises and never returned calls. This third party site allows sellers to mislead customers into buying 2nd hand tickets then lying about where the seats actually are and you dont notice until after payment and receiving said ticket
Business response
03/11/2025
Thank you for the opportunity to respond to ************ complaint, BBB case # ********. I sincerely apologize for her experience. 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, 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. 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 may be found at *******************************************

************ is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which ************ agreed to at the time of her purchase. We are obligated to pay her seller in full for this transaction as the tickets were delivered on time and exactly as described.

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

Sincerely,

***** *.
StubHub Executive Customer Care
Initial Complaint
03/07/2025
Complaint Type:
Customer Service Issues
Status:
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.
I sold a ticket for $45 on 2/25/25. They are requiring my Social Security Number, which should not be required since I will not be receiving a 1099. I would like to have the proceeds from my ticket sale deposited into my bank account.I reached out to their customer service and they would not payout my proceeds.
Business response
03/11/2025
Thank you for the opportunity to respond to ******* ******* complaint, BBB case # ********. I sincerely apologize for his 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, 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 accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers 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. A copy of our User Agreement can be found on our website at ********************************

In reviewing ******* ******* complaint, I do not show that their TIN information has been provided within their account. ******* ****** has met the sale requirement for the TIN information to be necessary in accordance with current *** guidelines. We can not waive this requirement. ******* ****** can insert this information within their profile settings. ******* ****** will receive their payment within 7 business days, once this information has been inputted and verified. We apologize for his experience and for the delay in resolving this issue.

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 ***********************
Initial Complaint
03/07/2025
Complaint Type:
Product Issues
Status:
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.
I purchased three courtside tickets for the ****************** on February 26th for $362. The same day, I booked my flight to *****, as I live out of town. The tickets were delivered on February 27th, but they were for the Grandstand instead. Since theres a separate section for Grandstand tickets on StubHub, it didnt make sense that I received those instead of the stadium tickets I purchased.I called StubHub support on March 1st and spoke with ****** *****. He apologized and confirmed I received misrepresented tickets. He assured me they would resolve the issue and offered three solutions: a 50% voucher, replacement courtside tickets, or a full refund. He promised someone would call me by Wednesday after speaking with the seller. I returned the tickets, expecting either the voucher or replacement courtside tickets.However, after waiting a few days, I didnt receive the promised call. On March 6th, I contacted StubHub again and spoke with Jenn, who told me the voucher was no longer an option. The alternative tickets offered were 100-level seats worth $126 total, compared to the $362.77 I paid. This, combined with the misrepresentation of tickets, feels like an attempt to deceive or defraud me, violating federal consumer protection laws.I reached out again on March 7th and spoke with a supervisor named ****** who confirmed the voucher was no longer available because Id returned the tickets. He said my only options were the cheaper tickets or a refund. This feels like a bait-and-switch, as it differs from what ****** promised earlier. StubHub continues to list tickets for sections that dont exist, potentially defrauding other consumers.
Business response
03/11/2025
Thank you for the opportunity to respond to ****** ******* 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 would like to take this time to apologize for the inconvenience caused to ****** *******. At StubHub, we strive to ensure a seamless transaction between sellers and buyers. After reviewing the case notes on ******** account, it appears that he returned the tickets to our *** and is currently waiting for replacement tickets. As compensation for the inconvenience, a 50% voucher has been processed on his account.
******* ** ********** * ********* ******** **** ****** * ******** ***** ** * **** ** ***** *** ** *******
Initial Complaint
03/07/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I sold and fulfilled three separate sales for the ************************ at *********** Basketball game on February 8, 2025. 1 ticket for $14.40 promised payout 1 ticket for $14.40 promised payout 2 tickets for $32.40 promised payout Stubhub has not paid me for any of these fulfilled sales. I have called customer service three times over the last three weeks, and each time I have been told that this issue has been "escalated to a specialized team" and that they would come back to me with payment. Nothing has happened and I am never updated. The payment is now over a month late and I have not been provided any resolution.
Business response
03/11/2025
Thank you for the opportunity to respond to **** ******* 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 understand the frustration **** ******* may be experiencing regarding the payments for orders *********, *********, and *********. After thoroughly reviewing the situation, we have confirmed that the payments have been reprocessed. We sincerely apologize for any inconvenience this delay may have caused. Please inform **** ******* to monitor his email for any updates, and kindly allow up to ********************************************************** his account. We are committed to resolving this matter as quickly as possible and appreciate his patience throughout this process.
******* ** ********** * ********* ******** **** ****** * ******** ***** ** * **** ** ***** *** ** *******
Initial Complaint
03/07/2025
Complaint Type:
Product Issues
Status:
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.
tickets purchased on 1/8/2025. for ***** ****** comedy show. email sent to me by stub hub on 1/11/2025 that my tickets were ready and to click a link.when I get to the link it says.."this ticket transfer has already been accepted by another email address.I have called them 20 times and they say they are escalating it to their escalation team. I have emailed them a picture of the text when I click their link. I have sent them 50 escalation emails and filled out their forms.The show is now sold out and I just want my money back, which they guarantee with their fan protection guarantee.
Business response
03/11/2025
Thank you for the opportunity to respond to *** **** ***** 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 would like to take this time to apologize for the inconvenience that this has caused *** **** *****. We understand how important this event is, with only 16 days remaining, and we want to ensure that the tickets are in her hands as soon as possible.
After reviewing the situation, it appears that we have escalated this matter to our internal department that handles mobile transfers, and they are actively working on resolving this issue.
Please advise *** ***** to monitor her email for any updates regarding the status of her tickets. We deeply apologize for any frustration or concern this delay may have caused, and we are committed to ensuring a swift resolution.
Thank you for your understanding.
******* ** ********** * ********* ******** **** ****** * ******** ***** ** * **** ** ***** *** ** *******
Customer response
03/11/2025
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:

I have waited months for my refund. Ive sent 20 or more emails and called 10 times. Its all documented. The tickets are in someone elses account. I dont want to deal with them anymore. I want a refund!
they keep saying theyre escalating this issue and they are doing nothing at all for me

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

Sincerely,

**** *****

Business response
03/12/2025
Thank you for the opportunity to respond to *** **** *****`s complaint, BBB case #********. I sincerely apologize for her experience. 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 ********************************************

Upon reviewing the order related to this complaint, we see that ******* ***** has already contacted our support team directly through our website regarding this case. The matter was promptly escalated to the relevant team for a thorough review of the order and account details. Our team will reach out to you as soon as an update is available.

We understand that this is taking longer than usual; however, due to the complexity of the case, further investigation is necessary.

Please note that *** **** ***** can also reach our team at any time through the *********** by accessing his StubHub account.

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
03/06/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased 2 tickets from Ticketmaster for a show that I later found I couldnt attend. I chose to sell the tickets which was through StubHub. The tickets we sold at a loss to me. At the time of the show it was cancelled because of a hurricane in October 2024. StubHub then started sending me emails stating that the tickets were returned to me and that I ought to resell them. I reposted the tickets which were sold again by StubHub. Now they inform me that the tickets were not returned to me and that the original buyer still wanted them. The problem now is that the new buyer wants the tickets but they are not available. StubHub now wants me to purchase new tickets at a much higher price and give them to the new buyers. They also tell me that if I dont buy the new tickets they will buy tickets and charge me for the costs.
Business response
03/09/2025
Thank you for the opportunity to respond to **************** complaint, BBB case #********. I sincerely apologize for his 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 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 *********** 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. 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 *******************************************
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.

In reviewing *** ******* complaint, I can see that there appears to be some misinformation regarding *** ******* original point of purchase. *** ******* original purchase of the tickets was made on StubHub under order #*********. A mass email was sent to *** ****** under this purchased order on October 9th, informing him of the date of the rescheduled event and that the tickets would still be valid for the new date.

Furthermore, I can see that these tickets were relisted on two separate occasions, first on June 21st, 2024 (Order #*********) and again on February 10th, 2025 (Order #*********). Upon reviewing both transactions, I can confirm that on October 8th, *** ****** received a mass email on his first sale #********* informing him that the original tickets will be honored on the new date, and that his sale on StubHub will stand.

At no point was *** ****** informed that his sale was being canceled or that his tickets were being returned. Therefore, *** ****** will be held responsible for fulfilling his obligations under sale #*********, in accordance with the seller policies he agreed to at the time of his listing. If *** ****** cannot fulfil this sale, he can cancel the sale through his account, and he will be held liable for 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.

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

Sincerely,
**** *.
StubHub Executive Customer Care
Initial Complaint
03/06/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I Purchased tickets in the very front row of Section 12 for Session #2 of the **** tournament in *******, ********** on 3/21/2025. I viewed the section prior to purchasing to confirm the row was correct. the tickets were delivered in row M many, many rows row behind what I had purchased. there is now way i would confuse front row from seats 20 rows away.
Business response
03/09/2025
Tell us why here...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, 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. 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 may be found at *******************************************
*** ******* is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ******* agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described. If this event has not passed and *** ******* does not want to use these tickets he has the opportunity to relist them.

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

Sincerely,

****** *.
StubHub Executive Customer Care
Customer response
03/10/2025
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:

The tickets I purchased were supposed to be in the very front row. The tickets that were delivered were around 20 rows behind what I purchased. The StubHub website did not fulfill what they promised to deliver.

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

Sincerely,

****** *******

Business response
03/11/2025
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, 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. 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 may be found at *******************************************

After reviewing ******************* purchase associated with this complaint, we can confirm that the tickets for Section 14, Row M, purchased on 02/13/2025, are correct and valid. The relevant information was provided in the confirmation email, which we recommend that *** ******* review to verify the details.

As stated in our User Agreement, all sales are final, which *** ******* acknowledged at the time of purchase. The seller fulfilled the sale by providing the correct tickets on time.

Therefore, we are unable to issue a refund. If *** ******* no longer wishes to use the tickets, he may relist them on our website, giving another fan the opportunity to attend.
If *** ****** ******* has any questions or difficulties re-listing, we kindly ask that he please contact our ************ Our team will be happy to assist him.
We appreciate *** ****** ********* 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,

Sincerely,
******* *.
StubHub Executive Customer Care

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