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. BBB is awaiting a response.

Need to file a complaint?

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

File a Complaint

Initial Complaint
02/07/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sold 2 tickets to the ****** ***** Eras Tour Concert November 16th through StubHub. They advertise that payment for the tickets will be provided 5-8 business days after the event takes place. It has now been ************************************************* I have contacted them repeatedly and I continue to get the same generic response to my inquiry "They have forwarded my concern to the relevant department and will be in contact with me shortly." I just want to be paid for the goods that I sold through them. They owe me $4680 I have attached the email correspondence that has transpired since the tickets were listed and sold 5 months ago.
Business response
02/11/2025
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 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.

Following my review of the complaint submitted by *** ***** *******, I can see that the payment referenced in this complaint was processed on 09-Feb-2025. In accordance with our sellers policies, *** ***** ******* will receive this payment within ***** 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.

Sincerely,
***** *.
StubHub ***********************
Customer response
02/11/2025
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, pending receipt of payment within the timeframe indicated.

Sincerely,

***** *******
Initial Complaint
02/06/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
February 1, 2025 my husband and I purchased tickets from StubHub. We did not receive our tickets for the event. We had made several contacts with StubHub's support through calling, emailing, sending pictures of what was going on as to try to accepting tickets. StubHub did admit that the seller did not have the tickets, we were scammed and would refund us. We have not got our refund as their "Guarantee" states. ******
Business response
02/07/2025
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 *******************************************

In reviewing this complaint I can see that *** ****** has been refunded in accordance with the policies which *** ****** name agreed to at the time of her purchase. I apologize for his/her experience, and for any delay in resolving this issue. ********* ********** receive this refund within 7 days of todays date.
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
02/11/2025
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.
This could have all been prevented if this was done on the day that I notified StubHub when we never received the tickets!
Sincerely,

******** ******
Initial Complaint
02/05/2025
Complaint Type:
Sales and Advertising 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 bought tickets to an event. Then with a separate transaction bought parking pass for this event. Afterwards I check my email for order information and got an email stating that my tickets were cancelled. I was refunded immediately for the tickets but they refuse to refund the parking passes. They gave me a coupon which to me ins unacceptable since they canceled my tickets they should refund my parking pass as well. When I spoke to someone over the phone they lied and said I could redeem the coupon for cash.
Business response
02/06/2025
Thank you for the opportunity to respond to *** **** ****** 's 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 *******************************************

*** **** ****** 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. If this event has not passed and ************************* not want to use these tickets she 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
02/06/2025
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]
I understand because of the fact that my tickets were cancelled by stub hub I feel that my parking ticket should be refunded as well because the parking pass is useless without tickets to the show stub hub canceled my tickets Im not just asking for a refund because I decided not to go they immediately canceled my tickets and kept the money for the parking passes I want a refund and I wont except anything else

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

Sincerely,

**** ******

Business response
02/07/2025
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 eligible for a refund for the order referenced in this complaint, as all sales on StubHub are final per the policies she agreed to at the time of purchase. Since the tickets were delivered on time and exactly as described, we are required to compensate the seller in full. If *** ****** chooses not to use the parking pass, she has the option to relist them on our platform.
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
02/08/2025
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]

Just because I paid for the parking on a separate transaction doesnt mean I shouldnt be eligible for a refund I feel like I was scammed I have never used stub hub and didnt know I could purchase parking tickets I only saw that after I purchased the event tickets and the customer service person I spoke with lied to me and told me the coupon could be redeemed for cash I expect a refund

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

Sincerely,

**** ******
Initial Complaint
02/05/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased tickets from StubHub for the *************** *** game. Two tickets. Row 16 of the lower bowl of ******************** in *******, **. Right before my daughter and I entered the stadium, StubHub sent us an email saying Youve been upgraded! along with a link to new seats. The new seats were a huge downgrade. We went from 16 rows off the court to 5 rows from the ceiling of the arena in the upper bowl. Clearly a false and misleading email from StubHub and the worst part and my biggest complaint is that they will not admit to the error and fix it. We would just like an acknowledgment and credit but they refuse.
Business response
02/06/2025
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 might help to explain that StubHub is a secondary ticket 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 *******************************************

I can confirm *** ******* has been provided a coupon, in the amount of $112.19, which is immediately available in his StubHub account and can be used towards a future purchase.

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

Sincerely,

****** *.
StubHub Executive Customer Care
Customer response
02/07/2025
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
02/05/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a baseball ticket for 4/27/2025 game (******** vs ****) which should be delivered by 1/22 (attached 1). It has not been delivered by 2/5 so I contacted StubHub for a full refund as 10+ days delay is not common. Instead of issuing a refund, the rep ******** sent me an email that the due date of delivery has changed to 4/22! It is very tricky and not honest. As StubHub did not keep the promise, I want to get a full refund for this order
Business response
02/06/2025
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 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 *******************************************

According to the policies that Mr. *** agreed to at the time of purchase, all sales on StubHub are final. As outlined in our Fan Protect Guarantee, we ensure that tickets will arrive in time for the event. The seller for Mr. ***** order has requested an extension on the must-ship-by date to secure the tickets and transfer them accordingly. Since the event has not yet taken place, Mr. *** is not eligible for a refund. *** *** *** choose either to relist the tickets or use them. If we cannot confirm that the tickets will arrive on time, we will, at our discretion, provide comparable or better replacement tickets at no additional cost, issue a full refund (including fees and shipping/handling charges), or offer a credit for a future purchase.

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
02/06/2025
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
02/05/2025
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 for the Nutcracker thru StubHub. I used my Pay Pal account to purchase the tickets with a payment plan. Immediately I noticed my tickets did not come thru to my StubHub account and I did not receive an email. The Nutcracker was occurring in a couple of days. I called StubHub the next day and the ***resentative told me there was no record of me purchasing ********** tickets. I told her I kept a photo of the tickets I purchased and it was showing up on my pay pal account. She assured me I did not buy tickets. So I filed for a refund with pay pal and I also asked if pay pal could resolve the issue quickly so I could receive my tickets. ******* process was slow. I missed the nutcracker. Finally ****** sided with Stub Hub and said I needed to pay for tickets I did not receive. I called StubHub and spoke with a new *** who told me the reason I did not get the tickets was because my email address was wrong and my tickets were returned as undeliverable. I have an account with ********************** they could have called me my phone number is listed. Also the first *** could have trouble shooted better and figured out why I did not receive my tickets. I filed another complaint with Pay Pal but again they sided with StubHub. When I sold parking tickets through StubHub and sent the wrong ticket to the buyer StubHub called me multiple times to correct the situation so I know they could have called me about the undeliverable Nutcracker tickets. I would like a refund for the tickets I never received. The amount is $107.
Business response
02/06/2025
Thank you for the opportunity to respond to *** ****** ******* 's 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 *******************************************

After 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 arent able to provide a specific timeframe for when it should be resolved. For the most up-to-date information, we recommend *** ****** ******* contacting her bank 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 Executive Customer Care
Customer response
02/06/2025
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:

Pay Pay closed my case in favor of Stub Hub on 1/30. I do not have ongoing efforts to resolve this case with Pay Pal. Stub Hub says Im at fault for providing an email address with a single letter typo. Yet Stub Hub stated my tickets were undeliverable and did not make any effort to call me for a correct the email address and deliver my tickets promptly. I called Stub Hub the next day after purchasing the tickets and Stub Hub did not troubleshoot the problem correctly. If they had my tickets would have been delivered to the correct address and I would have been able to go to the show. The ticket is with a payment plan thru Pay Pal and *** made my first payment to the plan. I seek a refund for the ticket price

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

Sincerely,

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

Business response
02/08/2025
I am responding on behalf of the ********************************** at ********************** regarding complaint/file number ******** filed by ****** *******.

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.

We can see that *** ******* has an open chargeback on his order, which must either be dropped by her or resolved in StubHubs favor. Once this has been done and proof of such has been provided to StubHub, this issue can be reviewed further.

Thank you for the opportunity to provide specific information regarding this issue.Please contact me if I can be of further assistance.

Sincerely,

StubHub Executive Customer Care
Customer response
02/08/2025
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 answer does not make sense. What does stub hub mean I have a charge back? I purchased tickets thru ****** pay in 4. *** made one payment. Is Stub Hub saying that I pay in full and then contact them for refund? Please clarify.

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

Sincerely,

****** *******
Initial Complaint
02/04/2025
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.
Order # ********* Date: 2/1/2025 Name: **** ********* Item: 3 tickets to ******************* Basketball ******* wife, daughter and I purchased three tickets to this game and paid over $400 for the tickets and a parking pass offered by stub hub. We arrived in plenty of time to park and get to the game. When we arrived at the parking garage (purchased through stub hub) we entered the garage and waited an hour to get to the top of the garage to find out there were no more parking spots available. We were then told to exit the garage due to it being at capacity. We then spent another hour going down to the bottom of the garage due to mass confusion. By this time the event (Pacers game) was two hours old. We tried contacting Stub Hub but could not get through assuming due to garage blocking cell signal. When we finally were able to exit garage around 7pm ET, we tried to find other places to park but could not due to several events in the city of ************ that weekend. We immediately contacted Stub Hub the next morning to be told they could only refund the parking for $32.51 but not the tickets for $414.87. They offer a 100% fan protect guarantee on their website. ******************************************************************************************************** We feel were treated poorly by stub hub and they did not honor their fanprotect guarantee misleading us as consumers.Thank you,**** *********
Business response
02/05/2025
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 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 *******************************************

After reviewing this complaint, I provided a one-time courtesy voucher in line with the policies *** ********* agreed to at the time of purchase. I apologize for his experience and any delay in resolving the issue. The voucher has been added to his account and is available for immediate use.

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
02/07/2025
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 credit they are offering is not equivalent to what I paid for the tickets. I am requesting the full amount to be credited back to me.

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

Sincerely,

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

Business response
02/08/2025
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.

We would like to thank *** ********* for his response. We understand your request for a full refund. However, the credit provided was issued as a courtesy, as *** ********* decision not to attend the event was not due to any error on the part of the ticket seller.

Given that the seller fulfilled their obligation by delivering the tickets as described, we are unable to issue a full refund. We appreciate *** ********* understanding and are happy to assist with have any further questions.

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
02/09/2025
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 issue started with the parking sold to us by stub hub that provided parking for the event. To reiterate, when we arrived at the parking garage we waited an hour to get to the top of the garage and once to the top were told the garage was full and that we needed to turn around and exit the garage (making us two hrs. late for the event). We attempted to call Stubhub but were not able to reach them, not sure exactly why? We then attempted to park in another garage and were told it was full as well. We had no place to park our car so we could attend the event. When you pay a premium for parking you trust the company providing the parking (stubhub) is going to make good on their promise and in this case they didnt. We were excited to attend the event and did everything in our power to try and attend but if you have no place to park your vehicle it makes it very difficult without incurring possible towing or a possible parking ticket. We ran out of all options. If the parking would have been provided by someone else I could understand Stubhubs position but it was provided by Stubhub and they didnt deliver on their promise which created a chain reaction not allowing us to attend the event.
Thank you,
**** *********

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

Sincerely,

**** *********
Initial Complaint
02/04/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 27, 2024, I bought tickets to a **** ***** concert. The show was rescheduled to January 27. I contacted Stubhub asking for my order to be cancelled, as my seller had not sent the tickets and I could not make it to the new event-- they told me my seller would send me my tickets before the date. On January 27, 12 hours before the show, my seller finally sent me the tickets, almost 4 months later. A couple hours after I recieved the tickets, I listed them for sale on Stubhub but was barred because the tickets would not pre-upload. I called Stubhub support and let me know that because I was selling them less than 24 hours before, I could not upload my tickets anymore. I was unable to sell my tickets, and lost $200, because of this contradictary policy. How am I not allowed to upload my tickets less than 24 hours before my show if my seller didn't send me my tickets until 12 hours before>
Business response
02/05/2025
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 ********************************

Thank you for reaching out regarding *** ******* ******** account. After reviewing her case, we can confirm that *** ****** did not receive her tickets until 12 hours prior to the start of the event. This delay prevented her from having the opportunity to sell her tickets, which is understandably frustrating.
While it is not our usual policy to provide compensation in such cases, we recognize that the event date was changed, and as a one-time exception, we are offering *** ****** a courtesy coupon for her inconvenience.
We are committed to ensuring a positive experience for all our users and remain happy to assist further should *** ****** require any additional support.

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

Customer response
02/05/2025
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
02/03/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There was a glitch on StubHub when I was browsing and looking at ticket prices. I added a ticket to cart to go back to and was in the process of debating whether or not I was going to purchase the ticket. I was trying to find the summary of the price and look at the total price but when I was looking for it, the "place order" button was pressed. I did not press it. I physically cannot afford this ticket and would like to cancel my order, but have not received any help.
Business response
02/05/2025
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.

In researching the purchase made by *** ********** I can confirm *** ******** was provided with a one-time courtesy coupon for $83.38 which is immediately available in their StubHub account and can be used for a future purchase. No additional compensation can be provided, as this was a valid transaction.

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
02/05/2025
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
02/03/2025
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 listed a ticket for sale on stubhub. I contacted stubhub to get clarification on their cancellation of a sale. I was unclear after reading the policy online. I asked what would happen if i didn't provide the tickets and cancelled. Once they told me the policy I said ok i will figure this out. I then went to go online to transfer the ticket i sold to the buyer and i couldn't. I again contacted subhub to find out why they stated that they took it upon themselves to cancel this order since i inquired about the cancellation policy. They never notified me that htey were going to do this. My first phone call was on saturday february 1st. I called them today february 3rd and told me it was cancelled and they could not provide me proof of me asking them to cancel this becuase I didn't. After my phone with them I recieved an e-mail at 1:20pm on february 3rd stating they cancelled these tickets and if this was error to call them. I called them again today on february 3rd at 2:10pm and they told me they cancelled the sale and nothing can be done and i will have to pay a fee. I never asked them to cancel this sale I only inquired what would happen if i did.
Business response
02/05/2025
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, 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 *******************************************

In reviewing *** ****** complaint, I can see that the charge she received for the sale referenced in this complaint was a valid charge placed in line with the policies which *** ***** agreed to at the time of her purchase. This sale was cancelled due to *** ***** stating on a call with an agent, she sold a ticket on StubHub and she will have to cancel and that something happened and she no longer has the tickets. The charge received by *** ***** is valid and will not be waived or reduced.
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
02/05/2025
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]
I inquired what would happen if I cancelled the sake. I never told anyone that I wanted to cancel the sale. I was never informed that this sale was canceled until I called in and asked why I was unable to transfer the ticket. After my phone call I recieved an email stating that it was cancelled and to call if it was an error. I then called back less than an hour later and was told there was nothing that could be done.

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

Sincerely,

****** *****

Business response
02/06/2025
Thank you for the opportunity to respond to *** ****** ***** 's 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 reviewing *** ****** ****** complaint, I can see that the charge she received for the sale referenced in this complaint was a valid charge placed in line with the policies which *** ****** ***** agreed to at the time of her purchase. This sale was cancelled because *** ****** ***** did not have tickets to provide to her buyer. The charge received by *** ****** ***** is valid and will not be waived or reduced.

Sincerely,
******* *.
StubHub Executive Customer Care
Customer response
02/07/2025
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:

During my phone call with the customer service *** I never asked them to cancel and they never said to me that they were going to cancel. After that phone call I never received any notifications or any form of correspondence. I logged into my account and I could see the sale but did not have the option to transfer the ticket. I called in for help and it was at that point I was told this was cancelled. After that phone call I received an e-mail stating the sale was cancelled and to call if this was an error. I called back less than an hour after that e-mail being received and told that there was nothing they could do.
The lack of communication and maybe misunderstanding should not all be on me

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

Sincerely,

****** *****

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