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:10/14/2024

  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 paid StubHub $31.13 for parking at PPG Paints parking garage for the ****** ****** Concert in ***, **. When we entered the parking garage listed on the electronic receipt, the parking attendant told us they do not honor Stub Hub payments. We were lucky to get $50 parking across from the concert venue instead of the attached parking garage I paid for which would accommodate my arthritic knee. I called StubHub, told them the issue and asked for my money back. StubHub said since I called about my issue the Saturday after the Tuesday concert, I did not qualify for a refund. Again, I would like my $31.13 returned but would also like to warn other PPG Paint concert goers of the scam.I would like for my money to be refunded and for other concertgoers to be warned of the scam.

  Business Response

  Date: 10/25/2024

  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 the order affiliated with this complaint, I was able to process a full refund in accordance with the FanProtect Guarantee and the policies which *** ***** agreed to at the time of his purchase. An email was sent confirming this refund transaction. *** ***** will receive this refund within 7 business days of todays date. We apologize for *** ***** 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:10/14/2024

  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 had tickets for sale on StubHub. Ive been selling with them for several years. My tickets were for tonights dodger game. Listing **********. At some point in the early afternoon my tickets went into pending. I assumed they were going through the process of being purchased. I kept checking in active throughout the day to see if my tickets had not sold so I could update the price and ensure they sold or attend the game myself. The tickets never appeared again. Later this evening I could not find them in sold. Sure enough, they were still in pending. I spent 53 minutes on the phone with **** the supervisor at StubHub she explained to me that there was an error in the system. That nothing could be done to make me whole. I explained to her repeatedly that by providing their service, they charge sellers and buyers for the same ticket sale. They have the obligation to ensure the correct information regarding the listing be displayed. She assured me the tickets were still active. I proceeded to send her a picture via response to an email she sent me that showed they were still in pending. She insisted there was an internal error, that she could/would escalate it, but nothing could be done for me I really dont understand how that makes any sense please help!

  Business Response

  Date: 10/25/2024

  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 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 ******************************** 
   
  It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets or related passes will sell or that your listing will appear on the site within a certain time after it is posted. StubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays. 
  
  In reviewing this complaint, we confirmed that *** ***** ****** listed tickets for an event on October 12, 2024. At the time of creating this listing, *** ****** was informed of its listing status. Since his tickets did not sell, the listing expired without a sale.
  
  As all relevant information was displayed to *** ****** prior to listing, and per our User Agreement, ********************** does not provide compensation for unsold tickets. Therefore, no payment can be issued in this case. We understand this may be disappointing, and we sincerely appreciate *** ******* understanding of our policy. With this clarification, StubHub considers this matter resolved.
  
  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:10/13/2024

  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.

  In the evening of Thursday October 3, 2024 I purchased tickets to ********** vs **** game at noon on 10/5. The map on the website said that my ticke3ts in the front row of section WE were on the Penn State Home side, which was the reason I bought the tickets. When I went to check what color to wear for the stripe out, to my surprise, section WE was on the away sideline. I confirmed this with other sites and Penn States map that it uses to show sections. I called StubHub on 10/3/24 at 1032 PM and was told that I would get an answer on resolution, refund, or changing of tickets before my event on Saturday. I called back on 10/4/24 at 519 PM and was told to still wait, but that I would get an email within 5 hours of the event. I called again on 10/5/24 at 904AM and was told that I would get an email shortly. The event started at noon, and since I did not get replacement tickets or any resolution, I ultimately attended in the seats which were clearly on the away side, again, which was misrepresented on the StubHub website. I called again after the event on 10/5/24 at 431 PM, and was told that I may not hear back over the weekend but I would by Monday. I did not hear anything the entire week and went online to seek an update on 10/13/24, 8 days after the event. I was told that there is still a pending action/decision by leadership. This again is over a week past the event where I had misrepresentation of data and did not receive even an offer of a refund or replacement tickets. This falls under the idea of fraudulent misrepresentation, and if no action is taken by the company, I will consider legal action as this is illegal. They are also still misrepresenting tickets for further games, so this will not be their only case.

  Business Response

  Date: 10/25/2024

  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 the order associated with this complaint, I can confirm that we have contacted ************** directly to address the matter. Our team is committed to resolving this issue in the best possible way. We sincerely apologize for Mr. ****** experience and are dedicated to improving his experience with us in the future.
  
  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: 10/25/2024

  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:

  They never reached out to me, I called them numerous times and was told I'd get a call.  There wasn't anything wrong with the tickets themselves: it was the map on StubHub's website which provided inaccurate information regarding which side was home and which was away.  I bought tickets on the home side in the first row, an expense that I wouldn't have paid to sit on the away side.  Due to false representation of product, as well as the fact that I was told this would be resolved 5 hours before the event and it has been almost 3 weeks from the event and I STILL have not heard anything from StubHub, this is not an acceptable solution.  I feel my money should be refunded from a falsely represented transaction and that there should be a formal apology as I am a frequent and substantial money spender on their website.

  Their integrity and their process of customer service has been greatly challenged and needs to be fixed with wrongs righted.  They are continuing to display an inaccurate map on their website that will continue to cause people to make misrepresented purchases, and that is not ethical.  

   

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 10/31/2024

  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 toto *** ***** complaint, I can see that his order has been refunded and he has been informed of such, we apologize for the delay in resolving this issue. We would also like to thank him for his feedback on the matter as we are always looking to improve our service.

  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: 10/31/2024

  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:10/13/2024

  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 placed an order over a year ago for which I received an incorrect ticket. I placed the order on 7/8/23 for a 4 day event beginning on 7/21/23. On 7/20/23, I received my wristband, but it was only for one day instead of 4. I immediately contacted StubHub and asked for either a refund or replacement. I received no response and contacted them again the next few days, By then, I had purchased a replacement, so I wanted a refund. They admitted it was incorrect and stated they would refund my money, I was told I would receive an email with a shipping label so I could return the unused wristband. The email never came. I contacted them via their chat, phone call, email, and ******* many times throughout the year, only to receive the same response: The case would be escalated to the proper channels and that a shipping label would be sent. I STILL have yet to receive a label or a refund. Ive contacted them countless times in every way I can think of to do so to no avail. One customer service agent even gave me a voucher for $100 because he felt bad for the poor customer service. I dont know what else to do or who else to contact. I have included the email confirming a coupon, some of the responses to emails, etc. My last contact with customer service was a few months ago. Ive gotten frustrated, which I suspect is the tactic used by StubHub so they dont have to refund me. It is my suspicion and assumption that they delay until the buyer ultimately gets worn down and tired of trying to receive their refund, so they will ultimately give up.

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to respond to *** ***** ***** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************  
  
  In reviewing the order associated with this complaint, I processed a full refund in accordance with the FanProtect Guarantee and the policies *** ***** ***** agreed to at the time of her purchase. An email has been sent confirming this refund transaction, and *** ***** will receive her refund within 7 business days from today. We sincerely apologize for *** ******* experience and for the delay in resolving this issue.
  
  Additionally, to enhance her experience regarding this order, I would like to confirm that the voucher issued to *** ***** ***** is still available for her future purchases. If she encounters any issues using it, she can contact our help center, and our team will be more than happy to assist her.
  
  We greatly appreciate *** ***** ******* patience and understanding in this matter, and StubHub now considers this issue resolved.  
  
  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:10/13/2024

  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.

  My son has one wish for his graduation present (Hes a Senior): to go to the Eras tour. I am not independently wealthy, and started saving money to make that dream come true. I have purchased several StubHub gift cards to my account totaling $1900.00. This is a lot of money to me. I started looking at tickets, and would practice purchasing them to get an idea of the fees attached to the ticket, and the options for payment. In addition we tried to purchase tickets, the money was taken off my husbands cards, we were told we had tickets and then they were canceled. Imagine my sons excitement only to find out we did not get the tickets. My account has several canceled purchases due to this. Nowhere in your User Agreement does it state I will be penalized for not completing a purchase, or for initiating a purchase and not finishing it. After multiple calls to customer service we were finally told that my account is suspected of being malicious and I have to wait an unknown amount of time to try again to purchase. Even if I try a bank transfer, which is what Im trying next, Im terrified Ill be told again the purchase was successful then youll cancel it. We have spent HOURS with ***************** One woman told me there is no escalation process, others told me they escalated my concern with no response. We are told something different literally every time we call. I have been told I cant return, sell, or share my gift cards with anyone so Im stuck with $1900 I cant use because of your system.All I want: 1)For my account to no longer be flagged as malicious, so I can just spend the money Ive already given to you without issue of tickets getting cancelled. 2)To use my bank account to buy the tickets without issue.3)To buy the tickets as soon as possible, given how soon the show is, and prices may continue to rise. I JUST WANT TO BE ABLE TO SPEND MY HARD EARNED MONEY WITH YOUR COMPANY.

  Business Response

  Date: 10/25/2024

  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, 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 found that she has six accounts, and on one of them, she purchased two tickets. The order went through, and we recommend that *** ******* contact our support team for updates. I also sent an email to *** ******* with her order number so she can track the delivery of her tickets. 
  
  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:10/13/2024

  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.

  On 10/12/2024 at approximately 12 noon at the entry gate I attempted to access two tickets that I purchased to the Illinois Purdue football game. Instead of bar codes appearing as has been my previous experience with multiple stubhub purchases, I was referred to my email. I found a message from stubhub wishing that I would enjoy my experience but no access to my tickets. Even the student screening admissions was unable to solve this puzzle. After some time trying to get my tickets to no avail I was allowed in because the young man said we looked honest, This however totally ruined my day as we did not know where our seats were. I was on the phone with Stubhub customer service for over 20 minutes after being on hold for 30 minutes. After explaining myself again and again I was placed on hold and when the agent returned she said maybe my seats were on SeatGeek. I said maybe? Yes she said. SeatGeek of course got me nowhere. I was able to determine the section/row our seats were supposed to be in. We sat in two empty seats just as the game kicked off - not being able to enjoy the pregame festivities as planned. Within 15 minutes we were bumped out of those seats by the actual ticketholders. We moved to two other empty seats while wondering how long it would be until we were bumped again. We were not bumped and did our best to reset ourselves and focus on the game. After the game upon returning home I found I had received tickets transferred from Illinois tickets about one hour after the game had started. This game was my birthday present and it turned out to be negative experience because of stubhubs failure to provide the tickets that I purchased upon entry to memorial stadium, embarrassing episodes that followed 40 minutes on the phone with customer service instead of enjoying pregame activities. **************** gave no help even though I gave the agent my order number. I was referred to another vendor. I want a refund for the tickets and all fees.

  Business Response

  Date: 10/24/2024

  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, 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 *******************************************       
  It is stated in the policies which *** **** ****** agreed to at the time of his purchase that all sales on StubHub are final. *** ****** is not eligible to receive a refund for the order referenced in this complaint, as seller transferred the tickets before event and we are obligated to pay his seller for the transaction. ********************* is not eligible to receive a refund or any other form of compensation.       
  
  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:10/13/2024

  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.

  Stubhub never delivered tickets for an event, dealt with horrible customer service for hours with no reasonable resolution.

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to respond to *** ****** ********* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  We are sorry for the situation reported by *** ****** *********.
  
  We can confirm that in accordance with our terms and conditions, the order was refunded on the 14th October, and we emailed ** ****** ********* on that date with the refund details.
  
  Once again we are sorry for the situation, and we thank *** ****** ********* for the feedback and understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:10/13/2024

  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 sold 3 tickets on Stub for *** football game back on Sept 4th, 2024. I have yet to receive my money for selling the tickets and here it is Oct 14th, 2024. I have emailed sent emails regarding issue to no help. I have called their customer service line countless times with them saying this has been escalated to their executive customer team and still no response. I would just like to have my money paid to me for my goods I sold through them.

  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 ******************************** 
   
  We understand that *** ******* wishes to be paid promptly for the tickets he sold, and we sincerely apologize for the delay in resolving this matter. I have reviewed all orders related to this complaint and can confirm that *** ******** case has been escalated to the relevant team, who are actively working to address the issue. We kindly ask *** ******* to await our teams completion of the investigation, and they will reach out to him as soon as possible. We are doing our utmost to resolve this quickly, and we greatly appreciate *** ******** patience and cooperation in 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 
  

  
  

  Customer Answer

  Date: 11/01/2024

  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 been told this multiple times that my case was escalated and I never get a resolution or any response from no one. They say they email me but I never receive email notifications either. My email is ********************* The buyer of my tickets still paid stub hub and they have had my money for months. Their policy is 5-8 business days once event closes money is sent to seller. I do not accept this response nor do I trust them in telling me my case has been escalated. 

   

   

   

   

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

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

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to respond to *** **** ******* 's 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 *** **** ******* complaint, I can confirm that *** **** ******* was 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 

  Customer Answer

  Date: 11/07/2024

  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. Only reason I accept is that I was finally paid on 11/07/2024. But for the record I was not directly contacted by stub hub so ******* is lying. Myself and our business will never use them again. A complaint has also been filed with the federal and *********************************
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:10/13/2024

  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.

  Tickets were charged to credit card on 5/5/24 for *** ********** concert in ********** on 10/13/24. The amount is $473.52 *** ********** cancelled his appearance but the sideline singer is still performing. StubHub will not refund our tickets since the concert was not cancelled. I did reach out to StubHub today, 10/13 at 7:30am eastern time and was told they will not refund.

  Business Response

  Date: 10/25/2024

  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, 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 *** **** ******** purchase, I can see that her event has been postponed by the event organizers with no new date scheduled. *** **** ******** tickets will be valid for entry on the new date determined by the event 
  organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. If the event organizers decide to change the event status, we will inform *** **** ***************** email. 
  
  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:10/12/2024

  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 had concert tickets I was selling and a buyer bought three of my four tickets. I decided to use the fourth ticket myself, so I asked a Stubhub agent how to get it back since at the time of sale, Stubhub accepted transfer from my Ticketmaster account of not just three of my tickets, but all four. I was told to delete the listing of the one remaining ticket and it would automatically be sent back to me. Now after many weeks and many phone calls, I keep getting brushed off by the company because they cant find my ticket and may have given it away to the buyer for free. They escalated it to a dedicated department that nobody is able to put me in touch with. The concert is quickly approaching and Im unable to make travel plans until I know I have a ticket. Stubhub just keeps telling me theres no resolution yet. This has been going on since August, and its now October! This is a high value ticket and they dont seem in a hurry to find it or resolve this by replacing my lost ticket with one of equal or greater value to this show.

  Business Response

  Date: 10/25/2024

  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. 
  
  Upon reviewing *** ****** complaint, I confirmed that she listed four tickets and successfully sold three. Her case has been escalated to the relevant department, and our team is committed to resolving this as quickly and effectively as possible. We sincerely appreciate her patience and understanding during this process and will reach out with an update very soon. Please be assured that we are doing everything possible to resolve this matter in the best way.
  
  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: 10/29/2024

  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:

  [There is still no resolution. It's another version of the same thing I keep getting told. Meanwhile, it's almost November. The concert is in 4 weeks. Stubhub is responsible for giving away/losing this ticket and needs to make it right, and quickly, so that I can make travel arrangements. There is no reason we should still be dealing with this since August. This wasn't my mistake. I trusted that if I pre-uploaded my tickets as suggested by Stubhub that they would be safe and not given away.]

   

   

   

   

  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. 
  
  
  In regards to  *** ****** complaint, or relevant department is still handling this situation and at the moment we dont a timeframe for when this would be resolved.
  
  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: 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:

  [This is not a resolution. Stubhub took my ticket and gave it to someone else for free. This violates stubhubs seller policies and they need to fix it. The show is now two weeks away and they cant possibly think its okay for me to just sit here and watch the show date come and go while theyve given my ticket away. The buyer is not going to return a ticket valued in the thousands that they got for free. I want my ticket back, or I want a comparable ticket given to me courtesy of StubHub. Of course they could pay one of the third party sellers using their website to sell a ticket. They could buy a ticket from them on my behalf and replace the one they gave away.]

   

   

   

   

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

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