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:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not received payment of $1980 for tickets on sold on the StubHub platform. The event took place on Sunday Oct. 27th and they assured payment would happen within 5-8 business days after. I have reached out numerous times and always am told that the matter is with the internal team and they were working on it. I have been given a case file and beyond frustrated with how long this is taking and how awful the service is.

  Business Response

  Date: 12/13/2024

  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. 
  
  Following my review of the complaint submitted by *** ***, I have successfully processed the payment for the order referenced in his complaint on todays date, December 13, 2024. The payment will be issued to the default payment method on file and may take 5-8 business days to process,depending on ***************** 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 

• Initial Complaint

  Date:12/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets from Stubhub on 4/29/24 for a performance of Wicked on 12/7/24. Cost for 4 tickets was $891.06. Order # ********* Stubhub used Ticketmaster to deliver the tickets (not sure why), but days before the performance, the tickets were not available in Ticketmaster. I contacted Stubhub both before the show and since, and they refuse to reimburse my money. They are responsible for managing their partner, ************ and not me.This is from their website: If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify us. We will, in our sole discretion, attempt to locate and facilitate delivery of your tickets. If we do not receive confirmation that the tickets you ordered will arrive in time for the event, we will, in our sole discretion, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund of your purchase (including any fees and shipping/handling charges), or issue you a credit for use on a future purchase.

  Business Response

  Date: 12/16/2024

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

  Date: 12/17/2024

  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:

  My problem is that StubHub took the money and I didn't get the tickets

  If you are going to represent third parties like Ticketmaster, you have to be responsible for the quality of those third parties to deliver what you sold.

  If I buy a refrigerator from you, and it doesn't get delivered, is the delivery company now responsible?

  This is completely unsatisfactory, and I demand a refund of my money in the next 30 days.

   

   

   

   

   

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

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

  Business Response

  Date: 12/19/2024

  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 *******************************************   
  
  In reviewing this complaint, I can see that *** ******* tickets were delivered on 08/01/2024. It is stated in the policies which *** ****** agreed to at the time of his/her purchase that buyers on StubHub are protected by the FanProtect Guarantee as long as they comply with required timelines. *** ****** is not entitled to be refunded or otherwise compensated for this issue as his seller has provided proof of his tickets having been sent and as such we are obligated to pay his seller in full for the 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 Executive Customer Care 

• Initial Complaint

  Date:12/11/2024

  Type:Delivery 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 Sept 6th, I received an email from StubHub that I had placed an order for a concert on October 6th. I called StubHub IMMEDIATELY to report this as fraudulent and to stop the transaction and to cancel the order. I was told that this issue would be escalated to their fraud team and that someone would contact me within 5 business days on this issue. The next day, I received an email that the tickets have been emailed to me (but it was not my email address). I tried to stop this fraud but StubHub would not help me. I imagine that the fraudulent buyers were able to use these tickets because StubHub would not cancel the order and stop the process. No one has ever contacted me. I have called back 4 more times in September, 3 more times in October, 3 more times in November and twice in December. Every single time I call, I am told that the issue is being worked on by some other team. They will not let me talk to that team and every time I call, I am told I just have to wait. I cannot dispute this with my credit card company because these tickets were paid for using credits that I had on the account. ********************** claims to have "guarantees" but this is clearly a lie. They are just waiting for me to stop calling, they will never get to my issue, they will never provide any refund and they won't even let me discuss it with the relevant team (if that team even exists). Their customer service is just trained to provide stock answers which are clearly lies and hope that the customer loses patience and goes away. I cannot believe that this behavior is not illegal. I am starting here and also want to contact the **************************.

  Business Response

  Date: 12/16/2024

  Thank you for the opportunity to respond to *** ***** ****** s BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they 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 researching *** ***** ****** complaint, I could see that his account was disabled by our Trust and Safety Team. *** ***** ****** will not have access to his account, or any tickets or sales transactions until this review has been completed.   
  
  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: 12/16/2024

  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:

  The business is merely re-printing their policies.  They claim that they have closed my account and that nothing will be done until this review is completed.  As mentioned in the original complaint, this process has been ongoing for several months and they have made zero effort to contact me or inform me of the process or next steps.  I have had to make 10 phone calls to them, spending hours of my time on the phone and there has been no resolution or even a due process.  That is not a reasonable response.   Yes, it is true that StubHub is merely a 3rd party marketplace, but once I had informed them (within 20 minutes of the original transaction) that the transaction was fraudulent, even a basic duty of care would have obligated them to inform the seller that the purchase was fraudulent and NOT to transfer these tickets to the email address that was given.   

   

   

   

   

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

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

  Business Response

  Date: 12/18/2024

  Thank you for the opportunity to respond to *** ***** ****** s BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theatre, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party 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 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 polices. A copy of our User Agreement can be found on our website at ******************************** 
  
  Upon reviewing *** ******* account, we have determined that his account is currently blocked due to a fraud complaint that was filed. As per our policies, *** ****** will need to create a new account and make a purchase before we can proceed with issuing a refund for the voucher amount. Once the new purchase is made, rest assured that a partial refund will be processed, and the credit will be applied to the new order.
  
  We understand *** ****** may have further questions, and we encourage him to reach out to our *********** with the order number. Our team will be happy to assist him with any queries or concerns regarding this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.  
  
  Sincerely, 
  ****** ** 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 12/18/2024

  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 have already created a new account after I was told to do so by the customer service agent (using Gmail email account) and am still waiting for the credit/refund to be transferred/processed.  Once this is done, I will consider this to be a satisfactory resolution.  Until then, this just feels like more stalling (over 3 months now).  Please expedite.  

   

   

   

   

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

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

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding an unresolved issue with a ticket purchase I made on October 23rd. The tickets I purchased for ****** XCX and ***** ***** at Climate ************, ******* (Event Date: 8:00 PM, Section GA1) turned out to be invalid. According to the companys policy, I am entitled to either a full refund or replacement tickets for invalid purchases.Upon discovering the issue, I contacted the company and was offered a refund. I was requested to upload specific documents to process the refund, which I promptly did. I was assured that the refund would be processed soon. However, despite completing all requested steps, I have not received my refund, nor am I receiving any further communication regarding the *********** are the details of the order for your reference: Order ID: ********* Event Name: ****** XCX and ***** ***** Event Time: 8:00 PM (local time) Venue: Climate Pledge Arena, ******* Section: GA1 Event Status: Confirmed This lack of resolution and communication is unacceptable, as I have complied with all requirements and followed up multiple times without success. I kindly request immediate attention to this matter and for my refund to be processed as promised.

  Business Response

  Date: 12/12/2024

  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 *******************************************
  
  *** ****** is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ****** agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described. We have investigated the claims referenced by *** ****** and concluded that there was no issue entering the event 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 ***********************

  Customer Answer

  Date: 12/12/2024

  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 encountered issues with the tickets and was unable to gain entry. I immediately contacted StubHubs customer support, who continuously stalled and instructed me to keep waiting for a resolution. After several follow-ups, a representative eventually confirmed that my refund was approved and being processed.
  However, the refund was abruptly halted as StubHub demanded additional documentation. I complied fully, including signing a "Denied Entry Affidavit," as instructed by StubHub, and was reassured that my refund would be issued promptly. Despite this, StubHub has failed to refund me, and their actions suggest they are intentionally delaying or avoiding honoring their commitments.
  This situation has caused significant frustration and inconvenience. StubHub's behavior demonstrates a lack of accountability and transparency, and their refusal to process my rightful refund is unacceptable.

   

   

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

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

  Business Response

  Date: 12/16/2024

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

  
  In regards to *** ******* complaint, as per our investigation he had no issues on entering the premises. As *** ****** seller fulfilled the order correctly he is entitled to payment, and we cannot refund this order.

  
  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

  Date:12/10/2024

  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.

  On 05/08/2024, I purchased three tickets to the ***** **** concert scheduled for October 26, 2024, in ****** through StubHub. StubHub initially informed me that the tickets would be mailed to my address in ********* just one day before the concert. This arrangement was impractical, as receiving the tickets so late would make it impossible for me to attend the concert on time.I immediately contacted StubHub to cancel the order and requested an alternative solution, such as receiving the tickets electronically. However, they refused to provide this option. Instead, they suggested I re-sell my tickets on their platform for a meager $20 each, which I found to be an unreasonable offer, given the original ticket value.I never received the tickets, and instead of issuing a full refund, StubHub only processed a partial refund of $40 to my ****** account. Despite multiple attempts to resolve this issue and request the remaining refund for the tickets I never received, I have been unsuccessful.

  Business Response

  Date: 12/16/2024

  Thank you for the opportunity to respond to *** ****** a ***** BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies. 
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We sincerely apologize for the situation reported by ********* a ***** and understand her frustration. After further investigation, we have concluded that the partial refund provided is accurate. *** ****** a ***** contacted us, and we were able to accommodate her by changing the delivery option to ensure she received the tickets. The partial refund was issued as a gesture of goodwill.
  
  Shafiyq B.
  
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 12/21/2024

  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

  Date:12/10/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 two music concert tickets through Stub Hub in the amount of $1,082.63 on April 22, 2024. My order number is *********. On October 18, 2024, I received an email from Stub Hub saying that the music concert had been canceled, and that I would be reimbursed my original purchase price or receive a credit toward a future purchase. That same day, I logged into my Stub Hub account and requested a refund. I received an email confirmation stating "You have selected to receive a full refund back on the original payment method used to complete your purchase. Please note it could take up to 10 business days to process your refund."I did not receive a refund. On November 15, 2024, I called the Stub Hub **************** line and spoke with a representative named "******". I again requested a refund. She said that my refund would be processed within 5 business days. To this day, I have not received my reimbursement despite multiple requests to Stub Hub to get the refund back on my original form of payment (my credit card).

  Business Response

  Date: 12/16/2024

  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. 
  
  Following my review of the complaint submitted by *** ********* I can see that the payment referenced in this complaint was processed to Apple Pay on 11/18/2024.  In accordance with our sellers policies, Ms. ******** will receive this payment within 7 business days of the date which the payment was processed. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely,? 
  ***** *. 
  ?StubHub Executive Customer Care 

  Customer Answer

  Date: 12/16/2024

  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:

  To date, I have not received a refund of any kind.  Contrary to your response, no refund was made via ***** Pay on 11/18/24 or on any date to my account.   I am still owed a refund.  Please double check your records.  

   

   

   

   

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

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

  Business Response

  Date: 12/25/2024

  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 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 regret the situation reported by *** **** ****** ********.
  
  We can confirm that we are working to resolve the issue as quickly as possible. We kindly ask that *** **** ****** ******** wait, and we will provide an update as soon as our responsible team resolves the problem.
  
  We are sorry for the delay, and we thank *** **** ****** ******** for his patience.
  
  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: 12/25/2024

  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:

  Stubhub needs to reimburse me in full and has not indicated that it will do so. Asking me for my patience without a confirmation that I will be reimbursed is unsatisfactory. 

   

   

   

   

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

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

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used StubHub to sell tickets and followed their instructions regarding ticket delivery (order number *********). They were supposed to pay me $363.60 on November 29th and have not done that. I've chatted with their AI assistant and called customer service 3 times and have not had the issue resolved. This is very disappointing as I have used them for nearly 20 years and never had an issue.

  Business Response

  Date: 12/13/2024

  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.
  
  Following my review of the complaint submitted by *********** a refund has been successfully processed  for the order referenced in his complaint on 12/11/24. The payment will be issued to the default payment method on file and may take 5-8 business days to process,depending on ********************* 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
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 listed a pair of tickets on 12/3 to the ****** ***** Eras Tour show on 12/6. These tickets had a limited view of the stage, and I added that note to my listing (picture proof below). These tickets sold the same day, and I transferred the tickets to the buyer that night. An hour after the tickets were transferred and the buyer accepted them, I got an email from StubHub saying the buyer received incorrect tickets. The buyer stated that the tickets were listed on StubHub as clear view, but the tickets they received were limited or obstructed view. I was told to provide proof that I listed the tickets correctly, which I did with screenshots from my account. I went back and forth with StubHub for over 24 hours, and nobody could give me a clear answer about what was happening. The next day, I got an email saying that the buyer was returning the tickets, but I would still be paid for the sale and not be charged extra because I proved to them that I listed the tickets correctly. The following day, I received an email saying I was being charged ***** dollars for not fulfilling the order. When I went to look at my account, I saw that the processing payment for the tickets was also gone. So after being told I was not at fault, I would receive payment and not be charged, StubHub did that anyway. When I called customer service, they told me that this situation had to be escalated and that I would hear back in a few days. I have not heard back from them yet. **************** could not explain why I was charged when I was explicitly told that I would not be charged and would be paid. I have now been charged ***** dollars and am no longer being paid for the sale after I have written confirmation from StubHub saying this would not happen. StubHub charged me ***** dollars and canceled the ******** sale I should have received. I talked with **************** on Thursday (12/5) evening and was told I would hear back on Monday (12/9). It is Tuesday (12/10) and I have not heard back.

• Initial Complaint

  Date:12/10/2024

  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.

  Subject: Complaint Regarding Fraudulent Tickets and ********************* I am writing to formally file a complaint against StubHub regarding fraudulent concert tickets and the companys failure to provide a resolution. On December 4th, I purchased tickets for a concert through StubHub. However, I discovered that the seats I purchased did not exist. StubHub confirmed this issue and initially promised to resolve it by a specific date. Unfortunately, they refused to issue a refund and they repeatedly extended the timeline for resolving my case, which caused unnecessary stress. Additionally, I received an email encouraging me to sell the fraudulent tickets back on their platform, which I found unethical and misleading. When I called StubHub to address this matter, I was promised a refund link that never arrived. I also experienced poor treatment from their customer service representatives, who refused to escalate my calls to a supervisor. I have all supporting documents.This situation has been deeply frustrating, and I am seeking assistance to ensure StubHub is held accountable for their actions. I would appreciate your input and help in resolving this issue. Thank you for your time and attention. Sincerely, ******

  Business Response

  Date: 12/16/2024

  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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We sincerely apologize for the situation reported by ********* ********* and fully understand his frustration. Upon further review of this case, it appears that we are actively working within StubHub's policy and the event's specified timeframe to resolve this issue for *** ********** Thank you for the opportunity to provide clarity regarding StubHubs policies. Please let me know if I can be of further assistance.
  ******* **
  StubHub ***********************

  Customer Answer

  Date: 12/16/2024

  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:

  Dear Better Business Bureau,
  I am writing in response to StubHubs recent communication claiming they acted
  within their FanProtect Guarantee regarding my purchase of fraudulent and
  counterfeit tickets.I strongly disagree with their position and am providing
  additional evidence to challenge their assertions.
  1. Proof of Fraudulent Tickets: I have demonstrated that the tickets StubHub
  provided are, in fact, fraudulent. The seat locations and ticket details do not
  match what I originally purchased, and I provided sufficient proof to
  substantiate this.
  2. Failure to Investigate or Contact the Seller: StubHubs FanProtect Guarantee
  states they will investigate issues and ensure the buyer receives valid tickets.
  However, their customer service explicitly told me they would not contact the
  seller to clarify the seat discrepancy, nor did they make any effort to resolve
  the matter proactively. This refusal to investigate directly contradicts the
  guarantees purpose.
  3. Refusal to Guarantee Seat Quality: I requested written assurance from StubHub
  confirming that the replacement tickets would be in my original section (F2, F3,
  or F4) and in row sixteen or better, per their guarantee. The agent refused to
  provide this,leaving me with no confidence that StubHub is committed to
  delivering tickets of equal or better value.
  4. Forcing Acceptance of Counterfeit Tickets: StubHub insists I accept the
  counterfeit tickets before any resolution can proceed. This approach essentially
  forces me into a position where I must waive my rights and undermines their
  obligation to ensure valid and accurate tickets upfront.
  Chargeback Initiated: In light of StubHubs ongoing failure to resolve this
  matter, I have initiated a chargeback with my credit card company as I have not
  been provided with valid tickets nor a satisfactory resolution. I believe that
  StubHub has violated its FanProtect Guarantee, and I am seeking either a full
  refund or legitimate replacement tickets that meet the original purchase
  conditions.
  In light of these failures, StubHub has not fulfilled their FanProtect
  Guarantee. I request that they honor their policy by either:
  - Providing tickets that match my original purchase (Section F2, row sixteen or
  better), or
  - Issuing a full refund for the fraudulent tickets.
  I appreciate the Better Business Bureau's assistance in holding StubHub
  accountable and ensuring they abide by their stated policies.

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

   

   

   

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

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

  Business Response

  Date: 12/18/2024

  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 ******************************************* 
  
  The following is stated in the policies which *** ********* agreed to at the time of their purchase: If you receive tickets that are not comparable or better than the ones you ordered, notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets;issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.  
  
  *** ********* has been sent the option to accept a 5-row upgrade within the same section, which is considered comparable according to these policies. We cannot offer any tickets not generated in the offer which was provided to him. If the options presented are not satisfactory, or no options are presented, *** ********* has the option to be refunded for his order in accordance with the FanProtect Guarantee and policies which he agreed to at the time of his purchase,and is able to request this refund at the bottom of the replacement offer page. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.  
  
  Sincerely,  
  
  ****** *.
  StubHub Executive Customer Care 

  Customer Answer

  Date: 12/19/2024

  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

  Date:12/10/2024

  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 a ticket from Stubhub on September 6, 2024 for an event on September 29. The live ticket was not attached to the sale, just a screenshot, so I reached out to customer service and they provided me the link to the live ticket on September 8. My plans changed the weekend before the event, so I resold my ticket on Stubhub (for much less money, I did not make a profit on this sale) on September 28. I immediately contacted customer service and provided the same link to the live ticket that I had been provided and requested them to send it to my buyer. On September 29, the day of the event, the buyer contacted Stubhub and said there was an issue with the ticket at the event. I therefore opened a case with Stubhub as I had purchased the ticket from them originally and was covered by their terms of service, since the original seller was the one who sold a fraudulent ticket. On October 23, I received an email from Stubhub confirming that I am due a refund for my initial purchase. Several weeks later, in mid-September, I had not received the refund yet. I have been contacting Stubhub weekly since and have not yet received the money. Today, on December 10, Stubhub charged me $243 for my ticket sale, stating that it was not a valid ticket. I am a victim of fraud on their platform, and they currently owe me nearly $700, and instead of providing me the refund I am due, they are charging me money. This is a scam of a company, and I am sure they are earning interest on the money that they rightfully owe me, as they admitted to me in writing 48 days ago that I deserve a refund.

  Business Response

  Date: 12/16/2024

  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. 
  
  Following my review of the complaint submitted by *** ********,I can see that the payment referenced in this complaint was processed on 12/10/******* accordance with our sellers policies, *** ******** will receive this payment within 7 business days of the date which the payment was processed. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely,? 
  ***** *. 
  ?StubHub Executive Customer Care 

  Customer Answer

  Date: 12/20/2024

  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:

  It is now December 20 and I have yet to receive the refund they claimed that they issued on December 10. 

   

   

   

   

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

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

  Business Response

  Date: 12/23/2024

  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 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 *******************************************  
   
  Upon reviewing the order associated with this complaint, I can confirm that a full refund for order ********* was processed in accordance with the FanProtect Guarantee and the policies that *** ****** ******** agreed to at the time of purchase. A confirmation email has been sent, and the refund will be received within 10 business days from todays date.
  
  Additionally, we can confirm that all penalties applied to the order where *** ******** sold her tickets have been removed. The amount charged has been credited back to her account and will follow the same time frame as the refund mentioned above.
  
  We sincerely apologize for *** ********* experience and for the delay in resolving this matter. We deeply value her patience and understanding throughout this process, and we are extremely grateful for her trust in StubHub.
  
  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: 12/27/2024

  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,
  
  ****** ********