Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/30/25 I bought a parking pass for a concert 4/19/25. I was emailed the ticket and instructed to go to a website and entered my license plate information. It said you just leave the ramp after the event since my license plate was recorded. Fast forward to the event, I parked in the ramp. After the concert at 11:14 I went to leave and the gate wouldnt open. There was no attendant to speak with. Only a QR code to scan by the gate. I did so and was sent a bill for 7.99. Which I paid to leave. I contacted stub hub this morning and they said I am ineligible for a refund since I parked in the ramp.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tickets were sold! I will file claim for my time and money spent for an event I prepared for months. I demand all my expenses to paid in full for such an unprofessional company that will resell tickets.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to *** ***** *******  complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our Fan Protect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  After reviewing ********************************* StubHub issued a full refund in accordance with the terms and conditions agreed upon at the time of his purchase. The company expressed regret for the inconvenience ********************************** and acknowledged any delay in resolving the matter.
  StubHub noted that the refund may take 5 to 8 business days to appear in *** ***** ******* account, depending on the processing time of his financial institution.
  The company also extended its appreciation to ************************** his patience and understanding throughout the process.

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

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is incredibly misleading. They charged me a $22 up charge on a $35 ticket. Utterly ridiculous. They claimed to have listed out these charges clearly before I purchased the ticket, but that was 100% not the case. I used the ****** link to pay for the ticket, only to see these ridiculous fees on the receipt which came to my email, added AFTER I clicked on the completion of the ticket purchase. In addition, they had add-ons, which there was no way to opt out of, other than using the"x" in the upright corner. I should have caught on to their deception, because they were trying to force me into purchasing a parking ticket by not giving me a way to say no to the option. Again, this was a incredibly deceptive business practice. In summary, I pushed the ****** confirmation buttonfor the original amount if $35, only to end up with a $57.49 charge. I contacted them immediately, and requested a refund, letting them know that none of these charges had been listed. They refused a refund, saying all sales were final. As I said, they claimed these charges were laid out clearly, yet those additional fees were nowhere to be found when I purchased this ticket. I don't know if this is a problem with ****** and the platform, or if they're just incredibly deceptive, but I did not have these charges listed out before I purchased them, regardless of what they said. Though, conveniently for them, they were displayed on my final receipt that came to my email. I paid for a clearly listed $35 ticket when I press the confirm button on ******.

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond to *** ******* ***** complaints, BBB case #  ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  After reviewing *** ******* ***** complaint , StubHub regrets to inform *** ***** that a refund cannot be processed in this instance. As outlined in the User Agreement, which *** ***** agreed to upon accessing the StubHub platform, Service Fees are charged for buying and selling tickets, as well as for delivery and fulfillment. These fees may vary depending on the event type, ticket type, and location. StubHub also retains the discretion to adjust these fees at any time, including after tickets have been listed.
  
  All applicable Service Fees, including any taxes (if applicable), are disclosed to users prior to listing or purchasing tickets. Additionally, Service Fees may be charged or retained if contractual obligations under the User Agreement are not fulfilled.
  
  *** ***** does have the option to relist the tickets if she no longer wishes to attend the event.
  
  We want to ***************** ***** for your understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  StubHub fraudulently represented a ticket sale and said the seller provided proof of ticket transfer when it was never emailed to me and my app even shows the tickets was never received. It costed me over 4400 and I may miss the event. California penal code would have them liable to pay up to 200%. The operators are not of this country and from ************* where they cant make decisions even if seller fraudulently represented they sent the tickets when the app does not reflect the ticket being issued. I made over 10 calls to finally got them to admit my app doesnt have the confirmation of the tickets being received. They finally did an internal audit and stated that seller didnt deliver the tickets to my account. But ********************** didnt give a refund and there are no more comparable tickets left because that row of seats are sold out.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to *** ****** ***  complaints, BBB case # *********  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our Fan Protect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  After reviewing *** ****** **** complaint, StubHub issued a full refund in accordance with the terms and conditions agreed upon at the time of his purchase. The company expressed regret for the inconvenience *** *** experienced and acknowledged any delay in resolving the matter.
  StubHub noted that the refund may take 5 to 8 business days to appear in *** **** account, depending on the processing time of his financial institution.
  The company also extended its appreciation to *** *** for his patience and understanding throughout the process.

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

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me and the matter has been resolved. I do have a request for them to have their customer service to be better trained and less argumentative. Since they are outside of *******, and the event settings are of time sensitive nature, it is important to have calls directed to American supervisory members for speedy resolution.

  
  My best,
  
  ****** ***
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold tickets on stubhub and was not paid. After a lot of research on my end, I found a small note that said payment to my ****** account failed. Theyve paid me this way numerous times and it didnt fail. They didnt attempt to pay as confirmed w ******. I updated my payment method and still nothing. Interesting timing because I also purchased a front row ticket to a concert on stubhub yesterday only for it to be delivered as 14th row. In both cases Im being told that they have to escalate to an internal **** and thats the same thing they tell everyone else with these issues. I need stubhub to pay the 931 I am owed and also give me the ticket I purchased.

  Business Response

  Date: 05/03/2025

  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 *********** a payment was successfully processed for the order referenced in her complaint on 4/21/25.The payment was issued to the default payment method on file and would take 5-8 business days to complete from the day it was processed, depending on  financial institution.
  
  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 Answer

  Date: 05/03/2025

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

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased premium tickets to a Mizzou versus Texas game on StubHub.com on February 22. When I purchased the tickets, it was scheduled for April 4 in the evening. The stadium is over 3 hours away. Somewhere between Feb 22 and April 1, the game time changed to 1pm with no notification. Thankfully I checked and we were able to adjust our schedule. Less than 24 hours before game time, it was changed again to 11am with no notification. Again, thankfully I was watching the Mizzou social media pages and checking my tickets to see the change. With it being so much earlier, it now meant we had to leave our house BY 7am to make it on time. So again, we adjusted our schedule. We drove the 3+ hours to the game, entered the game, watched the players warm up for less than 5 minutes, listen to starting line **** and the game was put on hold for weather issues. We waited, then were told it would be a couple hours and to go find something to do, then come back. So we did. Upon re-entry we were told it was not cancelled due to weather. So we drove the 3+ hours home again with no game to watch. On my drive home I called the Mizzou ticket center to exchange the tickets for a different game. They said theyd get back to me. I received a voicemail that afternoon saying they couldnt exchange them because they were bought from StubHub. I contacted stubhub, they said to resell the tickets. I listed them. Then that game was changed too and the tickets couldnt be sold. Their refund policy says I should have been refunded 120% of my original cost for a cancelled game. I was told on my 4th call with customer service to get something in writing from stubhub saying the game had been cancelled. I did that. And have still been denied my refund. The game is listed as rescheduled in the stubhub system, and it was played in conjunction with a different game two days later but did not have separate tickets (the tickets for that day turned into doubleheader tickets). I just want my money back.

  Business Response

  Date: 04/19/2025

  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 your dispute, I have successfully initiated a refund for the order referenced in your complaint on todays date, 04/19/2025.  You will receive another email once the refund has been processed. The payment will be issued to the default payment method on file and may take ***** business days to process, depending on your financial institution.

  
  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 Answer

  Date: 04/21/2025

  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, PENDING RECEIPT OF THE REFUND, the matter will then be considered resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a pair of tickets through Stub Hub,, I was to wait 8 days for payment of my tickets they sold for me,, it has been 9 days. I reached out to them and they said they paid me,, I have them put the money into my ****** account. My ****** account has had no activity and I also spoke with them and they have no record of any payment trying to come through. Stub hub has now escalated it to 13 more days,,, I did everything I was supposed to do,, waited my time,, I need this payment ****** says they did not send. Its unacceptable to wait 2 more weeks. I dont trust them ,, can you help

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond to *** ***** ******** complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 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 buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as 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 or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 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 the StubHub User Agreement. A copy of our User Agreement is enclosed. You may also find a copy on our website at ******************************. 
  
  Upon reviewing the order associated with this complaint, we can confirm that the payment for the tickets sold to *** ***** ******** has been processed. A confirmation email was sent to her on 22-Apr-2025. If *** ******** has not located this email, we kindly recommend checking her junk or spam folders.
  
  Please note that payments typically take between 5 to *********************************** a bank account, depending on the banks processing times. If, after this period, *** ******** is still unable to locate the payment, we strongly encourage her to contact her bank directly for further assistance.
  
  Should *** ***** ******** require any additional support, she is welcome to reach out to our ************ where our team will be more than happy to assist her.
  
  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

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/26/2024, I bought two tickets for ******* at *************** for $1,014.04 total.The tickets were shown on the venue map as Section 1, Row 1, seats 5-6. This is the front row of the section, and the listing stated first row of section. When I received the tickets, I was shocked to see the tickets were actually in a different section: Section 1WC (Or Section1***), Row 1, seats 5-6. This is not the first row of the section, rather a separate area in the middle of the venue. It is also seating exclusively for wheelchair use. Somewhere on the listings disclosures may have said the phrase ***** or something to that effect. I do not recall seeing anything simply putting the phrase *** in the disclosures does not make it transparent that ONLY those with *** needs can use the seats. If the tickets had clearly stated For *** use only or Wheelchair Section, I would never have purchased them. If the tickets did not present themselves as First Row of Section, I would never have purchased them.I spoke with customer support on 10/26 and sent them screenshots of the tickets vs. the listing, and was told that they were in contact with the seller who was looking for replacement tickets. I followed up numerous times over the past few months, and am now being told that there are no refunds, even in cases like this, and I will need to try to sell the wheelchair only tickets to recoup my costs. Since the day I purchased the tickets, I have been trying to obtain a refund, or be seated in a non-*** replacement seat. But keep receiving responses from different members of the support team telling me it is my fault. I have attached photos of the Stubhub Listing vs. the Tickets Received and the Stubhub Seating Chart of Section 1 where these tickets were promised to be located vs. the Ticketmaster Seating Chart that shows the tickets in Section 1***, which is not the front row of the section.

  Business Response

  Date: 04/28/2025

  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 ******** 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 *******************************************
  
  
  In regards to *** ****** complaint, the full details of the listing were disclosed to him at the time of purchase, and stated before all sales in StubHub are final. *** ***** can relist his tickets in our marketplace if there is enough time before the event.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.
  
  *****
  StubHub ***********************