ComplaintsforStubHub, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 15, 2024, I purchased 3 lawn concert tickets thru Stubhub for a total of $350.96 which included ticket price plus their "fees"...months went by with no notice that my tickets were available so I thought the order had a glitch and I ordered other tickets thru Ticketmaster as they were a gift to my son's family....about a week later on May 20, 2024, I received a notification that my tickets were available thru Stubhub, which I didn't need as I had purchased others, so I listed them for sale for $85 each. I received a notice on May 28th that I sold two tickets to a buyer for a total of $153 (base ticket price because Stubhub won't let you recover any of the fees you had paid them), and was notified that I would be paid by about Aug 1, 2024 after the concert ( which was July 27, 2024). On July 16, 2024, the buyer ACCEPTED the two tickets that I transferred to their name that they had purchased. On July 31, 2024 I received an email from Stubhub that my sale had been cancelled, so I contacted customer service and was told that my sale was cancelled because they said I listed them as "Box seats" which I did not, as I did not ever purchase box seats-they were lawn tickets...which the buyer could clearly see when they ACCEPTED the tickets; and on Aug 1, I was notified by Stubhub that my card was incurring charges as my order was not "fulfilled"...this is so wrong...I SOLD 2 tickets, and should be PAID for 2 tickets....they are trying to back out of paying me for the sale, which should have been $153 AND their email said my card was incurring a charge of $294!!! I don't even know where they get being able to charge me that amount...this is so wrong on so many levels... I also found out that a lawsuit has been initiated by an attorney in ** on July 31, 2024. All I want is my reimbursment for the sale (******) and not to incur these additional charges they claim they are assessing me. I will never use this ticketing agent again. All documents are attached.

  Customer response

  08/26/2024

  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

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -7/17/24 date of transaction -$374.41 paid using apple pay total for 4 day lollapalooza general admission ticket - Date of event 8/1-8/4 -order covered by fan protect guarantee so if anything happens to my ticket they will refund or replace with the equivalent -On 7/25 I received the wrong quantity of tickets when I picked them up from ***** (1 day general admission instead of 4) sent a picture to stubhub and called right away -I contacted the business multiple times and was told I would get a refund the first day of the event, the next person on the phone told me 3-5 days after the first day of the event, I sent them an email and they told me now I have to wait for a confirmation email for my refund to be process a week or so after the event and it has been almost 2 weeks. Every time I speak to someone on the phone they act as if nothing has been processed or sent for a resolution so I have to restart the whole process over again. I have email and call log proof if needed that I should be getting a refund and that I am just waiting on some confirmation email from their escalation team. I just want my refund and I feel mislead as I was told over the phone I would get a resolution August 1st as I have been in contact with customer service multiple times before the event even occurred.

  Business response

  08/27/2024

  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 was able to process a partial refund in accordance with the policies which ********************** agreed to at the time of her purchase. An automated email was sent to confirm this transaction. ********************** will receive her refund within 7 business 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 ***********************

  Customer response

  08/28/2024

  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

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction:The order was placed on August 6th, 2024.The amount of money you paid the business:I paid C$587.38 for two ************* tickets.What the business committed to provide you:The business committed to providing me with mobile tickets for a Hozier concert, which I specifically chose for convenience and privacy.What the nature of the dispute is:After completing the purchase, I discovered that the delivery method had been changed from mobile tickets to walk-in tickets without any prior clarification or indication of venue restrictions in the initial listing. This change was made without my consent, and it directly impacts my privacy, as walk-in tickets require meeting the seller in person and presenting my ID.Whether or not the business has tried to resolve the problem:As I have not yet received the tickets, I am fully within my rights under consumer law to cancel this order. I contacted the business (StubHub) 3 times to request a cancellation of my order and a full refund due to the misrepresentation by the seller. However, Stubhub refused the cancellation of my order.If the issue involves advertising, when and where the ad was seen or heard:The issue involves the online listing for the tickets on StubHub, where it was advertised that the tickets were mobile. This listing did not indicate any venue restrictions or the possibility of receiving walk-in tickets instead.

  Business response

  08/26/2024

  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.  
  
  We are sorry about the situation in ********************** case. We can confirm that the full refund for the order was made on August 15th, and an email was sent to ******************* informing her of the refund.
  
  We thank ****************** for her patience while we investigated the situation.
  
  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 response

  08/26/2024

  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

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I listed tickets for sale on the *** hub website and they sold on 07/18/2024. I was supposed to be paid no later than the 8th business day after the concert which was yesterday 08/12/2024. I have contacted stubhub multiple times in an attempt to get this resolved but they continue to just give me the answer of, this has been escalated. I ask for a timeline or email but they only advise I will be reached out to and that they do not have a timeline. This is unacceptable as I have been waiting since 08/01/2024 for these tickets to be paid out to me.

  Business response

  08/16/2024

  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. 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 ******************************************* 
  
  We are providing assistance to ******************************* through the sale. We will provide all assistance to resolve the problem as quickly as possible.
  
  Guidance will be provided to ******************************* via email, and we kindly ask that he follow our guidance. Once done, payment for the sale will be restarted.
  
  We thank ******************************* for his patience while we resolved the issue.
  
  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 response

  08/19/2024

  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 received a generic email from their customer support team with details on how to update my payout method. I do not need to update my payout method as there is not another payout method for me to choose from. I also previously sold other tickets on the website for which they sent me an email they have sent payment for. The tickets in regards to this complaint, stubhub never sent me an email that my payment was on the way or that there was a problem with my payment. I had to find this out myself so it is an error in their system for not paying me out. If it was a payout method issue I would have still gotten the email that my order was being paid and the payment failed but this was not the case as they never sent the payment in the first place.
  

   

   

   

   

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

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We sold tickets on 7/3/24 for a MLS soccer game, the tickets were used, StubHub confirmed that the buyer paid StubHub. We never received payment for that sale. When we view the sale in our account it states, "Payment Failed" follow instructions that were sent via email, we never received an email. We contacted StubHub on 7/9/24 via email & did not receive a response until 7/24/24. We chatted with StubHub customer care on 7/11/24 and were told that it had been escalated already & that we should have a response in 72 hours. On 7/16/24 we chatted again & were told that there was no further escalation possible & to wait on an email from that team - to date, we still have not received an email. They were not able to tell us when we would be paid, so we called ************* & the agent could not provide any information on why we werent paid or when we would be paid. We asked to speak with their ***************** also could not explain why the payment had not been made. They did state that we would receive payment by 7/24/24 at the latest. On 7/24/24 we still hadn't received payment so called customer support again & got the same run around stating they could not tell us when we would be paid. They asked us to send them a screenshot of our BANKING INFORMATION to show that we had not received payment. Asked for a supervisor, they could not give us any answers or give us a date of when to expect payment. We asked to be escalated further & were told that there was no one else to escalate the call to, that they did not have a manager. Then we resorted to social media & direct messaged StubHubs Instagram account, they provided the same run around as above and then told us it was a problem with payment on our end. We have sold tickets numerous times before on StubHub and had zero issues with receiving our payment through ******* We called again on 8/12 and were given the same run around and were told today we would be paid on 8/20. They continue to push the date out.

  Business response

  08/21/2024

  Thank you for the opportunity to respond to Mr. ********** 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 ********************************
  
  
  We understand that ********************** would like to be paid immediately for the tickets he sold, however our seller policies state, Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. I can confirm that the payment has now been completed. I apologize for any delay in receiving the funds.
  
  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 ***********************

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved.  It is important to note that StubHub did not resolve this complaint until the BBB was involved, so I thank you for your assistance in the matter.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered tickets in April for an event of 8/17. I never received my tickets and Stub Hub is refusing to give me replacement tickets . This is fraud. I paid for tickets I never received and they cant provide proof that they have tickets to give me. Basically I paid for something that I never received which is fraud, I requested a refund and they refused to give one to me. They offered a service they failed to provide and refused to give me a refund. This is fraud

  Business response

  08/15/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint ID  number ******** filed by ******************************.
  
  
  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 *******************************************    
  
  Ive reviewed ******************************' order and am pleased to confirm that she will receive her tickets no later than August 17, 2024. I understand how important it is to have your tickets in hand, and I want to assure ************* that its not uncommon for venues, artists, and teams to release tickets closer to the event date, often in batches. This means that while some may receive their tickets earlier, others will get theirs closer to the event.
  
  Rest assured, ************* is fully covered by our FanProtect Guarantee. This ensures that she will receive valid tickets in time for the event, or if any issues arise, we will provide comparable tickets or offer a full refund.
  
  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

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased tickets for the ********* show in ******* on August 9, along with a parking pass for a nearby garage, the ****************, located at ********************. Upon arriving at the parking garage, we found it to be a boarded-up, abandoned structure, forcing us to find other options for parking, and causing us to miss the opening act entirely, and missing the second band take the stage. This parking pass was suggested to us by StubHub when the concert tickets were purchased.While they did refund the parking pass, I'm asking for a partial refund on the concert tickets as well, as it was the pass that was recommended and sold by StubHub that caused us to miss part of our show. StubHub dropped the ball by neglecting to alert us that the garage had closed and failing to replace this pass with a valid one before the day of the show.

  Business response

  08/16/2024

  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 the order associated with this complaint, I can confirm that we have processed a full refund for the parking passes purchased under order number ********* in accordance with the FanProtect Guarantee and the policies ********************* agreed to at the time of purchase. An email confirming this refund transaction has been sent, and ************ should receive the refund within 7 business days from the day that the email was sent.
  
  We sincerely apologize for *** ***** experience at the event. However, as we are not the event organizer, this matter is beyond our control. I regret to inform to *** ***** that we cannot issue a partial refund for order number *********, as the seller delivered the event tickets correctly as promised, and we are obligated to pay the seller.
  
  Understanding her disappointment, as a courtesy, I have issued a voucher to ************ in the amount of $48.62. This voucher can be used at any time for future purchases, and she will receive the details via email. Please note that since we are not the ticket owner, no further compensation can be provided. We appreciate *** ***** understanding on this matter and sincerely apologize for any inconvenience caused by her experience with the parking passes.
  
  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

  08/16/2024

  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. I find your solution very fair.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently posted 6 tickets for sale on StubHub. I had them posted for $220/EACH. I sold 3 and made $675. A few days ****** my account was hacked. Someone tried to purchase random ********************* tickets (see picture) then they changed my posted tickets to $20/EACH so now Im making $54 for 3 tickets. Its been over a month and they still havent canceled the sale. My tickets havent been able to be posted for the sale price I chose. I did NOT change the price from $220 to $20 and I cannot cancel the sale or do anything to the tickets. I want to get them back to sell them elsewhere. Ive called StubHub over 5 times and each time Ive got wait 3-4 days for a resolution and its been over a month now.

  Business response

  08/16/2024

  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. 
   
  By using our website, both buyers and sellers agree to the terms outlined in our User Agreement. As part of this agreement, our FanProtect Guarantee for sellers states, '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 at ********************************************
  
  When sellers fail to fulfill orders with valid tickets as listed, it negatively impacts our marketplace. According to our User Agreement, if a seller lists tickets with inaccurate or misleading information, fails to deliver tickets on time, or provides invalid, fraudulent, counterfeit, or misrepresented tickets, the seller may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the FanProtect Guarantee. These costs may include, but are not limited to, the cost of replacement tickets, coupons, and refunds. Additionally, if a seller is unable to fulfill an order after the tickets have been sold, StubHub may charge the seller's payment method an amount equal to 100% of the ticket price to cover the losses incurred in meeting our obligations under the FanProtect Guarantee.

  
  Regarding **************************** complaint, I can confirm that after she informed us of unauthorized activity on her account, we escalated the matter to our dedicated team for further investigation. We kindly ask for *************** patience as our team conducts a thorough review of this situation and will be in touch as soon as possible regarding this matter.
  
  

  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 

  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought tickets for Hozier on 8/7, show is 8/9. When purchasing the tickets it tells you that if plans change you can resell. I tried to list them same day as purchase. I bought them from my phone. When attempting to list them, it asked for proof of purchase to be uploaded from a computer, couldn't be done from a cell. I tried to trouble shoot on their Q&A. It was directing me to go to my order, look for Cant attend? Sell your ticket. I tried to click on it. It was doing the same thing. It was listing the ticket as paper, but it was a mobile ticket. I accessed the email link to download the ticket, but it was not letting me download to attempt to sell it on another site since I could not get StubHub resale to post. On 8/9, I took a screen shot of purchase and attempted post the tickets again on StubHub. This time it was saying you had to walk the purchaser into the event. This was not listed as a restriction previously. My dispute is that these restrictions were not listed during the purchase of the ticket. It clearly says Can relist if plans change followed by a FanProtect We back every order so you can buy & sell tickets with 100% confidence. Had these restrictions been listed, I would not have purchased ticket. I called customer service. I was told there was nothing they could do. They told me I would need to dispute the purchase with my credit card company. I explained how the sale of the tickets gave false information. It did not provide information that the tickets would not be able to be resold. Had I been given the opportunity to resell the tickets and they were not purchased, then I would not have a complaint. But the fact that one thing is promoted, and I am not given resale info until well after the tickets are purchased is an issue. It contradicted everything that was listed as I was buying the tickets.

  Business response

  08/16/2024

  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 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 *******************************************
  
  In reviewing *************************** case, I can confirm that during the purchase time, there was the information on our website "Event Restriction: To gain access to the event, you need to be accompanied by the original buyer of tickets", this information was also available on the email confirmation sent after the purchase was placed. In contact with our customer service on the day of the event, ************** was informed this event was not possible to relist. As a courtesy, we offer buyers the opportunity to resell their tickets on the StubHub site if they no longer wish to attend the event. However, if this option is not available in their account nor stated in the emails that means for this specific event, it is not possible to relist.  
  
  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

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/29/24 I purchased 2 tickets to a concert through StubHub. I clicked a link to accept the tickets when I was notified that they were available. When the link was clicked it said the tickets had been accepted by another email. I dont have another email or account. I contacted customer service 3x and was promised replacement tickets twice. The third time I spoke to a supervisor who told me I was out of luck and there was nothing they could do. I never received the tickets

  Business response

  08/14/2024

  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.  
  
  We are sorry for the situation faced by ***********************************, and can confirm that the refund has already been made, in accordance with our terms and conditions.
  
  The refund was made to *********************************** on August 9th, and an email was sent to *********************************** confirming the refund.
  
  The refund may take 5 to 8 business days to appear in ***********************************' account, and this depends exclusively on the bank. For further information, we recommend that *********************************** contact the bank directly.
  
  We appreciate ***********************************' patience while we investigated and resolved the issue.
  
  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 
  
  

*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. ↩