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:10/17/2024

  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 sold a ticket to an event I could no longer attend through StubHub. The ticket was sold and I shipped it out to the buyer. I was contacted by StubHub on Tuesday, October 15th at 1:06 pm and was informed that the ticket I provided was incorrect. I had purchased this ticket, checked the information, and sent it to the buyer believing all the information was correct. It was news to me to find out the information regarding the ticket may have been wrong. While still on the phone with StubHub, I told them that I was not aware of this issue and they put me on hold for several minutes. When they returned, they told me the situation was fixed and that the issue was solved and that I would receive the money I sold the ticket for ($607.50) in 5-8 business days. this morning, rather paying me for the ticket, they charged me 600 dollars. The phone call I had with them on Tuesday is recorded where they claimed the problem had been solved and that I would receive the money I was owed. They are claiming that conversation is "not in their notes" even though they verbally disclosed to me that the company records all of their phone calls. I plan to have this transaction disputed, however I need to be paid for the ticket I sold. StubHub contacted me to tell me there was an issue, then confirmed that issue was resolved, and verbally stated I will be paid for the ticket I sold on a recorded phone call. This appears to be an issue on StubHub's end, and because of that, I expect this transaction of $600 to be disputed from my account and I expect to be compensated for the ticket I sold at the price of $607.50. To summarize this statement, StubHub owes me $1,207.50.

  Business Response

  Date: 10/29/2024

  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 accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ********************************
  
  In reviewing the order associated with this complaint, we noted that the buyer experienced an issue with the ticket purchased, which unfortunately led to a delay in processing *** ***** ***** payment. After further review, I am pleased to confirm that *** **** will receive the payment owed within 10 business days from today, without penalties, in accordance with the policies agreed to when listing tickets for sale on the StubHub platform. Additionally, any charges incurred due to this issue have been reversed as a credit to *** *************** sincerely apologize for the delay in receiving this payment and for any inconvenience this may have caused.
  
  We would also like to thank *** ***** **** for her patience and understanding while we were working through this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  
  
  Sincerely,  
  
  ******* *.
  
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:10/17/2024

  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 purchased tickets for and event that is happening on October 20, 2024. I purchased these tickets 4 months ago. I still have not received them I have called several times inquiring about my tickets . And they keep tellling me I will get them the day before the on the 19th of October. I still have to make reservations for hotels for this event and there is still no guarantee that I will get these tickets. I can go on any other ticket seller like Gametime, Ticketmaster, seatgeek, and when I pay for my tickets I get them immediately.

  Business Response

  Date: 10/31/2024

  Thank you for the opportunity to respond to *** ***** ******** complaint, BBB case #********. I sincerely apologize for his/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.
   
  After reviewing *** ***** ******* complaint, I can confirm that she was contacted directly and received her tickets before the event. We regret any inconvenience she experienced and apologize for any delay in resolving 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
  
  

• Initial Complaint

  Date:10/17/2024

  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.

  On September 21st, I purchased tickets for ****************** game on Oct. 17th. The ticketed transaction states tickets would be delivered on October 16th. The order number is *********. I received an email on October 16th, stating they reached out to the seller and my ticket would be delivered. On October 17th, I checked my account and email. I have not received tickets, nor did I received notice from StubHub. I contacted customer service on the 17th at 8:54 am. I was transfer from a virtual assistant to *****. Initially ***** asked about future dates for the games. I told ***** my ticket was for today, the Bronco games on 10/17. The tickets was supposed to be deliver on yesterday. ***** goes on to tell me that she can do anything until 2 pm PST. May I note, I am on ***. The event today ( 10/17) at 7:15 pm. StubHub has to be a scam. I have purchase tickets from ******** and the TicketExchange. I have never had a problem with receiving my tickets. According to StubHub, there is a FanProtect guarantee. This seems to be a scam, as well. This should be an easy transaction. As a broker the ticket should have been delivered them on or before by the 16th. If they were not issued, then Stubhub should have been actively resolving way before I reach out to them. I know this has to be a scam, because the order **** says the ticket are on time. However, the tickets were never delivered.

  Business Response

  Date: 10/29/2024

  Thank you for the opportunity to respond to *** ******** ******`s complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order associated with this complaint, we see that *** ******** ****** contacted our support team directly through our website regarding her case. This was promptly escalated to the relevant team for a review of the order and account information. I am pleased to inform you that *** ******** ******* refund has already been processed, and she should have received an email confirming this.
  
  If *** ******** ****** needs any further assistance, please feel free to contact our team at any time through our *********** by accessing her StubHub account.
  
  Thank you for the opportunity to provide information about StubHub. If I can be of further assistance, please let me know.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  Purchased ****** ***** tickets on August 31st.They were listed as being Suite Level.After some back and forth, I proved to them there are no such tix in the suites, they finally admitted they are Club level tickets.I would have been okay with that but then there was so much confusion I bought another set of tickets on Sept 10 because I was worried about not getting valid tix. The tickets transferred successfully and were in my account with barcodes for about 5 days. Then the tickets became not available. I was assured on September 17th I would get a link very soon for replacement tixs or a refund because the tickets were not valid. I got an email from Ticketmaster confirming the tickets are not valid. I was told from StubHub they were trying to contact the seller on September 17th and September 26th. They said at first they would wait two days for seller response and it's been over a month. I have called customer service and emailed almost every other day. Every time I speak to someone I get a different story but have been assured it's been escalated and to wait for the link. I was sent a link for a replacement tickets on September 27th but they asked me to transfer the tickets back to them. Because Ticketmaster had invalidated them I was not able to transfer them back. Another agent sent me two links for replacement tixs but they were for the Miami show and not for ************I was told by one agent I wouldn't get any resolution to the day of the concert.They also suggested I could just wait and scan the tickets at the door to see if they worked even though Ticketmaster verified they are not valid.I spent $6,500 on these tickets and a month later I am still waiting for a refund or replacement ******* of last week Ticketmaster won't transfer tix until 72 hours later now so they're claiming this is the reason even though the issue was way before this change.This shouldn't impact my refund/replacement, they are still selling tix, just no barcodes until 72 hrs.before.

  Business Response

  Date: 10/29/2024

  Thank you for the opportunity to respond to ****************** complaint, BBB case #********. I sincerely apologize for his/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.When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets.
  
  In researching *** ***** ******* complaint, I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open. Once this chargeback status has been updated, we can process a refund in accordance with the policies which *** ***** ******* agreed to at the time of his/her purchase.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.
  Sincerely,
  ***** **
  StubHub ***********************

  Customer Answer

  Date: 10/29/2024

  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:

  [Your Answer Here]

   I messaged with one of their agents on ******* and sent him screenshots letting him know the chargeback had been resolved on October 17th. I sent them proof of payment, as well. Once again I was told I should have a refund or replacement tickets soon and before the concert. This was 10 days before the concert. I called three times to remind them I had sent proof of the chargeback being lifted. I sent them copies of the correspondence in the link they sent to me. A day or two before the concert they assured me I would have a resolution before the concert. The day before the concert they said I would have it on the day of the concert. Then they said they would have the replacement ticket offer or refund to me 1 hour before the show started. They never sent a link. The concert took place on Sunday, October 27th and I never got tickets and have yet to receive any kind of response. Another payment is going to be made to ****** tomorrow. 10 days is adequate time to confirm the chargeback was lifted and see that a payment was made especially since I sent them proof multiple times.

   

   

   

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

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

  Business Response

  Date: 11/04/2024

  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. When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets.
  
  In reviewing ****************** complaint, I can confirm that her case has been escalated to the appropriate department and is currently under thorough review. We understand how important this matter is to her, and we kindly ask for her patience as our team completes the investigation. Rest assured, we will reach out with an update as soon as possible.
  
  We genuinely appreciate *** ******** patience and cooperation on 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

  Date:10/16/2024

  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.

  Bought 2 tickets for over 1300 dollars total in row 8... Me and 9 friends are sitting in row 8 for a bachelor party we all booked our tickets at the same time to make sure we're sitting together. StubHub went ahead and pushed me to row 4... As you could see on the ticket that I purchased is row 8. When I called they said they automatically upgraded me I said I don't want to be upgraded even when you're on a flight and they try to upgrade you You're allowed to say no. I just want what I paid for. They won't give me my money back. Tickes they "upgraded" me are 100$ a piece..... They ripped me off. I want a refund or the tickets I ordered " no automatic upgrade" as a legitimate business owner that helps my community this is infuriating.

  Business Response

  Date: 10/28/2024

  Thank you for the opportunity to respond to ************* complaint, BBB case # ********. I sincerely apologize for his/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 confirm that the seller did not deliver the exact tickets that *** **** purchased. I have sent instructions to *** **** on how to return the tickets. We can offer *** **** a refund once he has returned the tickets back to 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: 11/02/2024

  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:

  [Your Answer Here]

   

   

   Good afternoon. I received an email from StubHub and I attached a screenshot up above. It says they're going to give me a refund but I have been calling three or four times a day since then and every time I do they ask me for the order number once I give it to them they say they won't give me a refund. I say I have an email that I'm getting one please connect me to someone that could help and they say hold on and then they hang up on me. I've called almost 20 times so far and they hang up on me. The other problem is I'm learning through the internet that I won't be able to transfer these tickets to StubHub because they never came from StubHub. I purchased them on StubHub and they were sent to me on seat geek. Quite the scam they have going on. Can you guys please help me?

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 11/12/2024

  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 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 *** *** ********************* I can confirm that ********************** contacted directly, and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue.

  
  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:10/16/2024

  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 bought a ticket to watch the Canada vs Panama Soccer match(Oct. 15th - order #*********) back in September(ticket price $172.33). Order was processed and I received the "ticket" so everything seemed to be in order.However, when I arrived at the gate(7:15PM), I was informed that I needed a proper ticket to get in. I asked them to check again, but it was not working.I called the customer service @******, to get this sorted out and resolved as soon as possible, however, they have provided me with a replacement ticket option(provided me with worse seat than what I originally purchased) and it took me 30 minutes to get the options stated and everything sorted out. It was 5 degrees outside and was waiting out in the cold the whole time. I went into the stadium(@8:10PM), went to my original seat(not the replacement seats) and I have noticed that there were people already seating there WITH PROPER TICKET October 16th(today), I called customer service to get this resolved, where I was informed that since I "Chose" a replacement option, there is nothing that can be ******* was a very forceful "choice" that was provided to me - as I already spent 1hr 30min to get to the event location + I spent over $40 for parking downtown Call center agents(**** G) informed me that "If you didn't like to miss the first half of the game, you should've chosen a refund option"Also mentioned "You should have reached out to us before the game, and yourself was late to the game".I also was not informed at the time of getting "replacement ticket", that I will not be able to get any kind of compensation.I have missed half the game because Stubhub have sold me with fraudulent ticket Waiting in the cold for over 30 minute Had to watch the game in worse seat(replacement seat was cheaper than my original seat)Very rude and untrustworthy **************** provided.I demand some kind of resolution for the inconvenient this has cause me. Wasted my time, money, health and energy.

  Business Response

  Date: 10/28/2024

  Thank you for the opportunity to respond to ****************************** 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, 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 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 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. 
   
  *** *** was sent options which were considered comparable according to these policies. We cannot offer any tickets not generated in the offer which was sent to them. If the options presented are not satisfactory, or no options are presented, *** *** had the option to be refunded for their order in accordance with the FanProtect Guarantee and policies which she agreed to at the time of their purchase, and was able to request this refund at the bottom of the replacement offer page. The policies which ****** agreed to at the time of her purchase state that buyers are entitled to receive replacement tickets OR a refund. *** *** is not entitled to receive both of these options, especially after having used the replacement tickets she received. *** *** is not entitled to be compensated for not being able to sit in the original seats she purchased as she received replacement tickets and was only entitled to sit in the seats described in the replacement tickets. 
   
  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: 10/28/2024

  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:

  [Your Answer Here]

  First of all, *** **** Secondly, they are continuously stating that they have provided me with a "better ticket option" & provided me with all these options, but these were not presented at the time of entry.
  I have spend hours of my wife and my personal time to get to this event and only option provided to me were NOT comparable or NOT better option than what I have purchased - it was worse.
  Since I have spend hours to get to this event and spend money on parking there were no other option but to accept the worse ticket they have provided. It was NOT an option, but it was FORCED for me to take given the situation.
  
  I am very frustrated that they are mentioning that they are "secondary channel" where they connect buyer and seller, but they have to take some kind of responsibility if they have sold fraudulent ticket and was not able to provide me with viable option within reasonable timeline.
  I missed half of the event because of this incident, waited outside for ***** min for this to be resolved, but them trying not to own up to their mistake is actually sickening me.
  
  Also let them check the initial call I had when I received the ticket, but I did notify them IMMEIDIATELY when the ticket was not comparable - If you receive tickets that are not comparable or better than the ones you ordered, notify us immediately. Upon 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. - their next choice of action was "REFUND".
  
  It is very hard to believe that if this happen to someone they knew, this would be a stance they would be taking - for example, if Stubhub director had this experience through purchasing a ticket through their own website, it is hard to believe that they would be "we did our best by giving them worse ticket and gave them option for refund".
  
  Them mentioning that I have agreed to their term is completely false as I did mention about compensation option regarding me wasting my time & waiting outside because they could not deliver their service which is to verify the ticket & selling them to customer.
  
  I still do demand compensation and I am entitled to express & formally request a compensation
  1. Stubhub has wasted our time, made us wait in the cold and made us miss first half of the event due to their incompetency
  2. Did not provide me with comparable / better option when the tickets were suggested - cheaper option / empty seat was suggested
  3. They did NOT provide me with a "CHOICE", but rather "FORCED" alternative option to me(either I take the worse seat or go home)
  4. Assuming my gender when giving me the answer
  

  This is unacceptable as an answer and I do demand for a director level individual to personally connect to me to access the situation and review the customer service's response. 

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 11/03/2024

  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, 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 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 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.
  
  In regards to *** **** complaint, as she was provided comparable tickets we cannot provide her with any further compensation and StubHub considers this matter resolved.
  
  We apologize for any inconvenience this may have and wish *** *** a good day.
  
  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 Answer

  Date: 11/04/2024

  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:

  [Your Answer Here]

   

   

   This is copy and paste of first response. Very disappointed and it seems like they are trying to stall time and not take any actions

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

• Initial Complaint

  Date:10/16/2024

  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.

  On February 26, 2024, I purchased two tickets on StubHub for a Pearl *** concert in ********, ** for August 22, 2024. I paid for the tickets with my debit card. My bank statement confirms that StubHub was paid $723.00. I never received tickets or any communication from StubHub, I later discovered that the tickets didn't go on sale until months later and they were exclusively sold by the ***************** at the *********************. They told me StubHub could not have sold me tickets because they were not authorized to and they were not even released until months after I "purchsed" them from StubHub. I have spoken to StubHub customer service department three times. The first two times, in early August, they told me they couldn't find any record. In October, they told me I spelled my email wrong and they were delivered to my email. This is false and they changed their story. All I want is to be refunded. I paid them for something they didn't deliver and couldn't since they were never authorized to sell the tickets.

  Business Response

  Date: 10/29/2024

  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, 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 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 cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  We sincerely apologize for ******* ********* experience, and we understand how frustrating it must have been for him to miss the event. However, after reviewing the purchase related to this complaint, we found that the tickets were delivered on time, and there were no issues on StubHub's side. *** ******* has five accounts with us, and this order was placed under his account associated with the email ************************ Unfortunately, *** ******* did not receive our communications because the emails bounced back.
  
  Please note that StubHub cannot be held responsible for the incorrect email provided, and as a result, we are unable to process a refund for *** ******** as StubHub fulfilled its obligations by delivering the tickets as promised. While we acknowledge that the wrong email was the issue, we cannot assume responsibility for this situation.

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

  
  

  Customer Answer

  Date: 10/29/2024

  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:

  First, StubHub only came up with the incorrect email response after my fourth inquiry.  It was never mentioned before.  It seems reasonable to believe that if this were true they could have let me know if or when the invalid email was discovered.  Most importantly, I bought tickets in February for an event in August that StubHub was not authorized to sell me.  The real tickets were not released until August and then only exclusively by the concert venue, the ***************** in *********  StubHub sold me tickets that they (the seller) did not have.  It feels reasonable to me that they should be accountable for selling my fraudulent tickets. 
  

  
  

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

  Business Response

  Date: 11/04/2024

  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 *******************************************   
  
  In reviewing *** ******* ******** purchase, I confirmed that the transaction is valid and, as per our User Agreement, all sales are final. *** ******* agreed to these terms at the time of purchase, and the seller provided the tickets on time, fulfilling their commitment. For these reasons, we are unable to offer a refund in this case.
  
  We understand how disappointing this must be and truly appreciate *** ******** understanding. It is important to ensure a valid and correct email address is provided at purchase to receive tickets on time. As previously communicated, *** ******** tickets were delivered to the email address ************************ Since no issues were reported before the event, we are unfortunately unable to process a refund.
  
  Thank you again for your understanding, and we apologize for any inconvenience may caused.
  
  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:10/16/2024

  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 had recently purchased tickets to an event via stubhub and the tickets were the incorrect row when I arrived at the venue. I first purchased tickets that were later told to me via email were now not available from the seller and was sent to a link to select different predetermined seats by stubhub or a voucher (not refund) for my value back. I selected seats from which it states was row 1 of section 107 and even in the email confirmation states first row of section. When we arrived at the venue on 10.15.24 I was advised from the venue staff my seats were now in the final row and also at a bar top table which was not what we selected. StubHub refuses to acknowledge any wrong doing or misleading on their end. In their fanprotect guarantee it states that if your seats become unavailable they will offer better or comparable seats. These seats were much worse. I was told over the phone from stub hub they would refund my seats and have me escorted from the building and basically humiliate my wife and I for their mistake. After I refused a refund because we had already hired a sitter, paid for parking , travel and food that was in our hands I had called them again and was stuck on the phone with customer service after being on the call for over 1 hr and missing the first 30 mins of my show because of being placed on constant hold. I told them I would call back the next day to resolve the issue. I called again on 10.16.24 still with no help and being on constant holds with their refusal to get me to a manager to help my situation. The entire case is being handled poorly by stibhub and has caused so much extra stress with their refusal to provide help. They offer a $30 credit which dont even cover the price difference from seats I purchased to where I was seated per seat. All I have asked for was a bit more compensation but they refuse.

  Business Response

  Date: 10/28/2024

  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. 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 ******************************************* 
   
  Upon reviewing our records, we identified an issue with *** ******* order. Unfortunately, the seller responsible for fulfilling the original order did not deliver the correct tickets by the agreed-upon date. In response, StubHub acted promptly to assist *** ****** by providing a link to select comparable replacement tickets under our FanProtect Guarantee. At that time, *** ****** had the option to choose either replacement tickets or a refund, and he opted for the replacement tickets.
  
  We understand that this experience was distressing, and we sincerely apologize. As outlined in our policies, StubHub does not own the tickets, but I can confirm that we followed our policy by offering replacement tickets, which *** ****** accepted and confirmed he would use to attend the event. However, he later expressed dissatisfaction with the tickets he selected.
  
  As a courtesy, and in light of *** ******* feedback, we have issued a refund of $44.82 to replace the voucher previously provided. We would like to clarify that, in situations where the buyer is not satisfied with replacement options, selecting a refund is the recommended course.
  
  An email confirming this refund was sent on October 28, 2024. *** ****** should receive this amount via his original payment method within 5-8 business days, depending on his banks processing time.
  
  Please note that no further compensation will be provided. We apologize again for *** ******* experience and any inconvenience caused, and StubHub now considers this matter resolved.
    
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.  
  
    
  Sincerely, 
  
  ******* *.
  
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/28/2024

  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. Its just very sad it took about 2 weeks and me contacting the BBB to get this issue finally resolved. This is still a very shady business practice that they can send a link to a customer for replacement tickets to have them be listed inaccurately is wrong.  While they go and charge high seller and buyer fees and wash their hands of any wrong doing or issues.   **** is also a marketplace but would never have their customer service treat customers this way.  Would still never use StubHub or recommend to my worst enemy in the future. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  The total price of the tickets was not displayed prior to purchasing. The attached document shows what it looks like before you check out when you go to purchase tickets (in general). I purchased these tickets in **********. This is in violation of SB 478. Please also see US Retail Pricing Laws and Regulations *******. While it has not been passed into law yet, this sale was in violation of the TICKET ACT. I would like a refund or equivalent store credit and for the website to be in compliance with applicable laws.

  Business Response

  Date: 10/28/2024

  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. 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. 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 of 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 ******************************** 
  
  All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers business. When setting the sale price of tickets, per our User Agreement, it is a sellers responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: Use of this website signifies your agreement to our User Agreement, Privacy Notice and Cookie Notice. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may be above face value.   
  
  It is stated in the policies which *** ***** ****** agreed to at the time of her purchase that all sales on StubHub are final. *** ***** ****** is not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay her seller for the transaction. *** ***** ****** agreed to the total cost of their order, including the cost of fees, prior to completing their purchase. As such, they are not entitled to receive a refund for any portion of their order, including for the cost of fees which they agreed to pay. 
  
  We can understand *** ***** ****** concerns stated in the complaint. However, the listed ticket price was accepted when she completed the purchase on our website.  Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, ********************** cannot provide *** ***** ****** with a refund for the purchase.  
  
  
  Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know. 
  
  
  Sincerely, 
  
  ******* *.
  
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/28/2024

  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 did not address the concerns or provide a remedy to the situation (such as changing how they present necessary information to customers). In their response, ********************** stated "the listed ticket price was accepted when she completed the purchase on our website." Because the total ticket price was not presented prior to completing the purchase, as is required by California Law, the purchase was not valid.

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

  Business Response

  Date: 11/03/2024

  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. 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. 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 of 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 ******************************** 
  
  All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However,pricing can also be dependent on different factors such as player/performer popularity, standings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers business. When setting the sale price of tickets, per our User Agreement, it is a sellers responsibility to comply with all applicable local, state, federal, and international laws,statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: Use of this website signifies your agreement to our User Agreement, Privacy Notice and Cookie Notice. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may be above face value.  
  
  In regards to *** ****** complaint, StubHub  is a platform that connects people who want to buy and sell tickets for live events. Ticket prices are set by sellers and may be above or below face value (the amount the event organizers print on the tickets). You'll see this on our homepage, event pages, and other key areas of the site. We value transparency and make sure to show the final price, which includes any additional feeds, prior to buyers completing a purchase.
  
  We can understand *** ***** ****** concerns stated in the complaint. However, the listed ticket price was accepted when she completed the purchase on our website.  Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, ********************** cannot provide *** ***** ****** with a refund for the purchase. And StubHub considers this matter resolved.
  
  
  Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
  
  
  Sincerely,
  
  *****
  
  StubHub ***********************

• Initial Complaint

  Date:10/16/2024

  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.

  Hello. As of today it has been almost 3 months since I sold 2 tickets on StubHub. There was an issue with my payout method which I quickly resolved and was told I would be paid in the next few business days. Now here we are almost 3 months later. Ive called dozens of times and Im told every time Ill get the money in the next day or 2 and they never send it. They tell me it will be escalated to the payment department and that they cant speak with them directly. Its a terrible business model and StubHub is currently stealing from me with no sign of anything changing. Ive been reading online and it seems theyve been doing this to people for years. If not paid within the next few days I will be going to court. StubHub is scamming people!

  Business Response

  Date: 10/26/2024

  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. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ********************************
  
  In researching the complaint filed by ******** *******, I can see that the payment was successfully processed on Oct 17, 2024, and sent back to his payment method. Our *********************** has confirmed the payment transaction is pending, and we are unable to issue any additional funds or provide further assistance in tracking the payment. Payments usually take about 5-8 business days from the process date to appear in the account.
  
  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: 10/26/2024

  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 is lying. They have never paid me and have not tried. Tickets were sold on 08/29/24. Ive spoken on the phone with stub hub many times since and every time they tell me it will be there in 5-8 days. It has not been 58 days. StubHub is a bunch of liars and scammers. Absolutely insane its taken this long and youre still saying the exact same thing! Its been almost 60 days!!! 

   

   

   

   

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

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

  Business Response

  Date: 11/01/2024

  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. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ********************************
  In regards to *** ******** complaint, I can see that the payment was made  on the 27th of October, and he will need to wait 5-8 business days for this to be reflected back to his account.
  
  We apologize for delay on resolving this matter and apologize for any inconvenience this may have caused.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  ******
  StubHub ***********************