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:09/11/2024

  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.

  StubHub refuses to support orders after an event closed. This means that if they fail to provide tickets to that event, your only option is to contact them DURING the event. I failed to receive my digital tickets in time for a concert, and they refuse to support me (via refund) afterwards. They advertise a customer guarantee and I feel this is fraudulent.

  Business Response

  Date: 09/24/2024

  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 that enables fans to buy and sell tickets to sports, concert, 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 are purchasing from a third party.

  According to the policies that *** ***** ***** agreed to at the time of purchase, all sales on StubHub are final. *** ***** ***** placed the order referenced in this complaint on September 6, 2024. The ticket he purchased was delivered, and we sent him a confirmation email with instructions on how to retrieve his tickets. After this email was sent, *** ***** ***** did not contact us to report any issues with retrieving his tickets.
  
  We always encourage buyers to contact us immediately if they need assistance accepting or accessing their tickets before the event, as this allows us to fully investigate any potential issues and ensure timely access. Unfortunately, since *** ***** ***** did not reach out to us before or on the day of the event, he is not eligible for a refund, as we are obligated to pay the seller for the transaction.
  
  *** ***** ***** contacted us five days after the event. Since we are unable to investigate once the event has passed, we regret that we cannot provide a refund or compensation in this case. StubHub now considers this matter resolved, and we apologize for any inconvenience.
    
  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:09/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/3/24, I listed 3 tickets to the August 3, 2024 ***** ******* concert for sale on Stub Hub. The tickets were successfully uploaded to the website address provided by StubHub, as acknowledged by an email sent by Stub Hub on 7/3/24. Stub Hub sold the tickets on 7/15/24, as documented in an email. My proceeds from the sale should have been $891. The tickets were transferred to the buyer and accepted by the buyer on 7/16/24, as documented in 3 separate emails. I have copies of all the referenced emails. It is now a month after the concert and I have not been paid by Stub Hub. I have called them on 4 separate occasions and provided the necessary documentation (emails, screenshots, etc), but they refuse to pay me. I entrusted Stub Hub with over $600 worth (my cost including fees) of tickets. They sold these tickets and were paid by the buyer, but refuse to pay me the agreed upon payment. This is theft, in my opinion. I followed all the instructions and did everything correctly. The 4 phone calls provided no resolution, as stated. They refuse to allow me to speak with a higher level person, so I have to deal with a different low level representative on every call. The agents acknowledge my position and concur that I should be paid, but the payment never comes.

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to *** ***** ******* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  Please note that to help *** ***** *******, we need an additional document that we have not yet received.
  
  An email was sent today to *** ***** ******* with information about our request, and as soon as we receive this document, we will provide an update.
  
  We appreciate *** ***** ********* patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The StubHub FanProtect Guarantee notes that Sellers will receive payment for all tickets that are sold and delivered.  The tickets were SOLD to the buyer and accepted on 7/16/24.  I provided emails and screenshots documenting this.  I previously provided a screenshot from StubHub on the status of my ticket sale on the day of the event (8/3/24).  The screenshot shows that the Delivery Status as DELIVERED.  It also documents that the tickets were sold and uploaded to StubHub Upload Complete.  Based on this, my responsibilities were satisfied and I should be paid for my tickets per StubHubs Guarantee.

  The document that theyre asking for is a screenshot showing the email address that the tickets were sent to when I listed the tickets for sale.  This screenshot is not available and is superfluous information that is not needed to validate my claim for payment.  The fact that the tickets were transferred to the buyer and accepted provides proof that the tickets were sent to the correct email address.  StubHub previously acknowledged this via email and also via the status screen on their app.  They are asking for this because they know Im not able to provide it, so they can withhold payment for the tickets.  

   

   

   

   

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

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

  Business Response

  Date: 10/02/2024

  Thank you for the opportunity to respond to *** ***** ******* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  We can confirm that the payment for *** ***** ******* sale has already been provided, and was informed by email on September 27th, sent by our team.
  
  We thank *** ***** ******* for his patience while we investigated and resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/04/2024

  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:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets on StubHub that I ultimately need to resell. Stubhub's policy is that if you purchase tickets through Stubhub and use their 'resell' option, you do not pay any selling fees. However, the only way to use the resell option is to log in to your account and access a link within the order details. The issue I'm having is that I can't access my account; I've confirmed I'm doing everything right and using all the right information and StubHub has confirmed that is an IT issue on their end. I have spoken to over a dozen people, with multiple assurances that the issue will be escalated, only to never hear from them again or get a follow-up email (to which I can't reply) giving me the exact same basic log-in instructions that haven't worked for weeks.I have wasted hours upon hours chatting or talking on the phone with them (not to mention the time just waiting for a follow-up response to supposed escalations), only to get absolutely no resolution. And every day I wait, I have less time to try to resell these tickets, significantly decreasing my chance of recouping my money spent. It seems like they're deliberately giving me the runaround so that I'll be forced to list the tickets outside the resell option and pay the additional selling fees. These, combined with the buyer fees I've already paid and won't be refunded for, will cause me to pay almost 50% of the actual ticket price - all for an event that I can't even attend. Not to mention the fact that at this point, there is so little time before the event, I don't even feel confident that I'll be able to sell the tickets at all.They haven't given me any other course of action to rectify the situation and seem deliberately unhelpful, especially seeing as they have financial incentive not to help me.

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to **** ****** ****** complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  We regret the situation faced by *** ****** ******, and can confirm that we will provide the necessary assistance to resolve this issue.
  
  An email was sent today, and we kindly ask that **** ****** ****** follow the instructions as described.
  
  Please note that for security reasons we cannot take any action until **** ****** ****** has access to her account.
  
  If she need further assistance, our customer service team will be available to help **** ****** ******.
  
  We appreciate **** ****** ******** patience as we try to resolve her issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  
  
  

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The only solution provided is that they "cannot offer me any further assistance until I am able to access my guest account", but that is the EXACT issue I'm trying to resolve. They seem to have no way to provide access despite my hours and hours of calls with customer service and still don't seem to understand the issue at all. I've already been forced to try to sell my tickets through another account and will now pay double the service fees to this company - if I can even sell the tickets at all. Seeing as the event is this coming weekend, I'm likely to be out $3,000+ because I waited so long to list them because I was trying to resolve this issue.

   

   

   

   

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

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

  Customer Answer

  Date: 10/01/2024

  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:

  My main issue is that I cannot access my account so the fact that they can only provide help if I successfully access my account is ridiculous. The only "instructions on how to recover my account" they sent was the same exact boiler plate email I've received dozens of times containing the password that does not work. There has been no other help offered or no other avenues provided to access the account. This problem is clearly stemming directly from the website and yet they continually act as if it's my responsibility and/or failure to fix the issue. I feel like I've been gaslit for months by StubHub, treating me as if I'm doing something wrong when the problem is on their end.

  "Policies" won't allow them to provide any further help/compensation, yet their policies dictate that I shouldn't have paid sellers fees when I bought the same tickets from them. So they're allowed to further profit from the problem that they "apparently" have no ability to fix? That's unacceptable. 

   

   

   

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

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

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to respond to **** ****** ******* continued concerns, BBB case #********. We understand the frustrations raised, especially regarding the inability to access your account and the impact this has had on your ticket listing.

  
  It is **** ****** responsibility to keep the access to the account, for security purposes only the **** ****** would be able to access the account. As previously mentioned we are unable to provide any compensation.

  
  If you need further assistance or have any additional questions, please don't hesitate to contact us.
  Sincerely,
  *****
  StubHub Executive Customer Care
  

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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 am reaching out today regarding my stub hub payment that I have not received yet. I have been calling for months to try and get my payment resolved and my case just keeps getting escalated with no resolution in sight. The order number for this sale was ********* if you look up on your end this order number you will see all the call logs and uploaded documentation I have provided for this issue. Please respond back on how this problem can be fixed.

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to *** ***** ********* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It 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 may be found at *******************************************   
  We are sorry for the situation faced by *** ***** *********. We can confirm that the case will be investigated and will provide an update as soon as possible.
  
  The case was forwarded internally to our responsible sector. We are sorry for the delay in providing a solution, we do this to ensure that we resolve the issue in accordance with our terms and conditions.
  
  We appreciate *** ***** ********* patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 09/23/2024

  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:

  Hello, 

  Thank you for responding but as of today I have not gotten my issue resolved and have not had anyone reach out to me about it. I have been escalated multiple times with no solution and all I have been told was my case will be escalated with no further communication of solution in sight. Please make this right. 

   

   

   

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

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

  Business Response

  Date: 10/02/2024

  Thank you for the opportunity to respond to *** ***** ********* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  We can confirm to *** ***** ********* that the payment was made on September 27th.
  
  On that date, an email was sent to *** ***** ********* with payment information.
  
  We appreciate *** ***** *********** patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/02/2024

  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:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 9/8/24. $216.52 for ticket to ****************. I purchased my ticket hours before the game set to start at 4:25 pm. I never received my original ticket. A replacement ticket was sent to me at 5:40 pm which was going into the 3rd quarter of the football game so the replacement ticket was never utilized by me. They have a Fan Protect Guarantee on their site that states that you will receive your ticket on time for your event, they did not do that. They also have on their site where they will try to resolve the issue with a replacement and give a full refund. I have spoke to multiple individuals at Stubhub and they are refusing my refund. I have proof of my purchase, the charge, my virtual chat with them at 4:32 pm, my 13 minute and 34 second phone call with them at 5:21 pm, my emails when they contacted me and admitted I never received my ticket, the receipt, the replacement ticket info and their Fan Protect Guarantee. I tried to resolve it with them even offering to send proof and they weren't trying to hear me out and said they are not refunding me. They told me that refunding me would be fraudulent even though I have proofof everything I stated to them, even offering to send the proof to them. If anything is additionally needed please contact me.

  Business Response

  Date: 09/23/2024

  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.
   
  In researching  *** ***** *********** complaint, I can confirm that she chose the comparable ticket options sent to her, and her seller provided proof of the tickets being sent two hours before the event. We also emailed her at 2:40 PM to inform her that the tickets were ready, and the event started at 4:45 PM. therefore we are unable to process any  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
  

  
  

  Customer Answer

  Date: 09/24/2024

  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.  I  sent in my previous screenshots where they messaged me stating that they were aware that I didn't receive my original ticket and apologized that the seller basically no longer had it. That is why I was offered a replacement ticket. I'm not sure what time zone they may be in and maybe that's where they are getting this 2:40 pm but I was offered a ticket around 540 pm, if you check the time stamp on the photos I sent, it proves that they didn't send my ticket at 2:40. My ticket status stayed pending upon sellers release which it was never released and that's why I contacted them as soon as I got to the game. My photos proves that as well....time stamps and dates.

   

   

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

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

  Business Response

  Date: 09/27/2024

  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.
  
  In regards to *** ********* complaint, as she receive new tickets in time for the event we are unable to provide her with any compensation and Stubhub considers this matter resolve.
  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: 09/30/2024

  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 from the very beginning sent in proof that my ticket was not received before the game started.  If they sent the ticket in time, why would they apologize and state that they are aware that I never received my ticket. Also the game started at 4:25 pm not 4:45pm as they've stated. I truly feel that I have been ripped off by Stubhub and they just want me to accept it. I don't know how much more proof they need to see that they are wrong. I wish I would have taken down the gentleman at the stadiums information because he himself checked the system and said that Stubhub never released a ticket to me and he then told me to contact Stubhub, which I did. Unless I am refunded my money I will never be satisfied with their response. I forsure will never do business with Stubhub again and will tell everyone I know to never do business with them. They will steal your money and the so-called guarantee of your purchase is not guaranteed at all.

   

   

   

   

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

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

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12.9.23 I ordered 4 tickets to the **** vs ******* game on 9.7..24 for Section 215 Row 20 Seats 5-8. On 9.4.24 I was informed tickets had been delivered. The tickets I received were for Section 215 Row 14 Seats 1-4. I called the next morning to voice my concern over the wrong tickets being delivered and a column I am seeing online that will obscure our line of site. I was informed they were reaching out to the seller and they had until 10:20am on 9.7.24 to get us the correct tickets. I call again at 10:20am on 9.7.24, speak with *****, and was informed they were unable to provide me with the seats I paid for and offered a 25% credit. I declined the insufficient offer. ***** advised that I should use the tickets that were sent to me, review the views from them, and if our views were obscured reach back out to have my seats moved. He proceeded to send me an email that directed me to take a photo of the view from the seats I was sent.We arrive at the stadium go to our seats and sure enough there is a column that blocks both home plate and the 1st base line. I take my photos, respond to the email ***** sent, and proceed to call customer service at ****** on ****** so we can get moved to acceptable seats. I was placed on hold multiple times but was ultimately told Stubhub could not provide any assistance since the tickets were scanned, therefore we were accepting them, which directly contradicts what ***** had previously advised me to do. Yesterday morning, 9.9.24, I called and immediately asked for a supervisor. She let me know that Stubhub could only provide a 25% credit and that was the company policy they had to follow. I told her thats completely unacceptable and to please let me speak to her supervisor. She said she is both a supervisor and a manager and there was no one higher I could escalate to but due to policy she would be unable to do anything else. I informed her I would be filing complaints and ended the call.THIS IS FRAUD.

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to respond to *** ******* ******* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It 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 may be found at *******************************************   
  
  We are sorry for the situation faced by *** ******* *******. We can confirm that the case will be investigated and will provide an update as soon as possible.
  
  An email was sent today to *** ******* ******* requesting assistance and additional documentation. As soon as we receive the documents, *** ******* ******* will be informed of our update.
  
  We appreciate *** ******* ********* patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business says they are looking into the issue but their request does not appear to be possible. They are asking for screenshots of the tickets I was sent. I do not see a way via their app to locate past tickets only orders. Their app also does not allow you to take screenshots of the tickets as I tried this when I first discovered the issue. I have reached out to the business to walk me through how to get the information they need but both responses did not help. If this cannot be provided I would recommend the business review the 2 calls I made prior to the event on Sept 5th and Sept 7th as they will confirm which tickets were delivered. I can add original order screenshots as well as copies of my email exchanges with the business since this started.

   

   

   

   

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

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

  Business Response

  Date: 10/23/2024

  Thank you for the opportunity to respond to *** ******* ******* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  

  It 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 may be found at *******************************************   

  In regards to *** ******* complaint,  as a gesture of good will we can offer him a 25% credit as the order was fulfilled correctly, please reach out to customer service to claim this credit. 

  Unfortunately we cannot offer any further compensation and Stubhub considers this matter resolved. 

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

  
  

  Customer Answer

  Date: 10/23/2024

  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:

  You noted it right here in your guarantee "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." I bought tickets ADVERTISED ON STUBHUB AS UNOBSTRUCTED VIEWS. You did NOT deliver the seats I purchased, you did NOT get me better or comparable seats to the event. I brought this to your attention right when I received the tickets, you could have moved me to better seats then, instead you DID advise me to use the tickets, take a picture of the obstruction, and call you so that I can be moved during the event, which you KNEW you would not be able to do but would put me in a compromised spot for addressing my grievance. I will continue to pursue with ***, Attorney General, and any legal means I can. This is theft and this is fraud.  

   

   

   

   

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

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

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on Sept 5th to get information on how to buy tickets on Stub Hub website. I ask the customer service that i did not have an account. They said i could create account. I ask what there fee was for buying tickets and she said it would be any where between 8 to 10 percent of selling price. Today i went online and tried to buy tickets for a Raider game on Sept 22nd, the location was section 118 row 35 seats 4 and 5. I went to purchase the tickets Stub Hub wanted $85 per ticket the 2 tickets were $224 each plus $170 for the fee for a total for a total $618. I spoke to the supervisor and ask him why so much for the fees. Could not explain. Then i ask him to show me on their website where the disclosure of fees were, he could not show me. the fee they are charging 30 percent. but the customer service *** said the fee is 8 to 10 percent .That i am i am willing to pay. Not 30 percent.

  Customer Answer

  Date: 09/11/2024

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

  Business Response

  Date: 09/20/2024

  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, 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.
  

  The fees for selling and/or purchasing tickets on our site, known as Service Fees, may vary depending on the event type, ticket type, and location.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  In researching *** ****** ******'s complaint, I can confirm that *** ****** ********* made a purchase with us for the San Francisco 49ers at Los Angeles Chargers Preseason Game 1, which took place in August 2021.
  
  Sincerely, 
  
  ******** **
  StubHub Executive Customer Care
  
  

  
  

  Customer Answer

  Date: 09/30/2024

  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:

  Just want to let you know that i reject the settlement due to that fact that Stub Hub never disclosed their fees on their website.

   

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

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

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased tickets on 7/31/24 for the *** ****** **** and the Fugees concert at ********************** at ********, ********I received an email on 8/7/24 stating that the concert was canceled and giving me the option to request a cash refund. I requested the cash refund and received an email on 8/7/24 stating: "Thank you for requesting a refund for your *** ****** **** and the Fugees tickets (Order ************* have selected to receive a full refund back on the original payment method used to complete your purchase.Please note it could take up to 10 business days to process your refund."The original payment method is Klarna. They have no record of the refund being processed. It is now 9/9/24. (Also, please note I have had refunds issued previously with Klarna for other orders and it has been a seamless process.)I previously spoke with a ***resentative through their chat function who claimed it was processed and even gave me a confirmation number; however, Klarna has no record of this. The *** stated that someone would reach out to get this resolved. I have not heard from anyone.I called again today, and they asked me to go into my StubHub wallet and request a refund. (This is what I did on 8/7/24). There is no option to request a refund. And this is concerning because the previous *** had alleged that the refund was already processed and provided a "confirmation number". The *** just stated that they there is no confirmation number of the refund and again that someone will be reaching out to me.Their agreement was that it could take up to 10 business days. They have breached this agreement, and my funds need to be refunded immediately.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  The refund has been issued; therefore complaint ID ******** has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2024

  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 bought ticket in StubHub for some event. They showed in the description is the best area of the event, then I paid 818 for each totally ******* for 2 tickets. But what I got actually is the worst seat in the event, and ticket of that seat only worth 100.They cheated in the transactions.

  Business Response

  Date: 09/20/2024

  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 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 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. 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. You may find a  copy of our User Agreement can be found our website at ******************************** 
  We understand that *** ** *. found the ticket section and listing information to be confusing, and we sincerely apologize for any frustration or inconvenience this may have caused. Upon reviewing the tickets purchased, we have confirmed that the listing details were accurate and aligned with the event organizers' specifications. The "Terrace GA" section accurately represents General Admission.
  
  The tickets were valid, delivered correctly, and confirmed as used. As such, in line with our policies, *** ** *. is not eligible for a refund. However, in recognition of his experience and as a valued customer, we are pleased to confirm the issuance of a $409.04 voucher, which can be applied toward future purchases. Full details regarding the voucher have been sent to him via email, and we sincerely hope this enhances his future experiences with us.
  
  Please note that no further compensation or refund will be provided, and we consider this matter resolved. If *** ** *.  has any further questions, he is welcome to reach out for clarification.

  
  
  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:09/09/2024

  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.

  We purchased three game tickets for the 9/7/24 ********** game in ******** along with a parking pass to avoid the trouble of finding a place to park once we got there. Through a very deceiving map of where the parking lot was located ( appeared to only be a couple blocks from the stadium), we purchased the pass. We did not realize until pulling up to the lot, that it was over 4 miles from the stadium. Another car, unrelated to us, pulled up about the same time and appeared to be just in as much shock as we were. There was obviously no way we would have purchased this pass knowing the actual distance, especially with having our young child with us. We were so caught off guard, our first concern was where are we going to find a spot closer and not be late to taking my son to his first game. My first thought was not to have a ******************************************************************************************* helpful words. We would like to be refunded for the pass purchase and suggest having the distance to the destination marked clearly.

  Business Response

  Date: 09/20/2024

  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 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. 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. You may find a  copy of our User Agreement can be found our website at ******************************** 
  
  Per our User Agreement, it is noted that when a buyer places an order, the buyer is responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, a buyer is entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are final. You cannot change or cancel any orders after the sale is complete.  
  
  The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. 
  
  For the tickets purchased on our website by **** **** for PARKING PASSES ONLY Western Michigan Broncos noted in her complaint, the seller listed the tickets correctly with the Section noted as **************** This information was presented to **** **** when she first reviewed the ticket listing on our site and would have been shown again for her review prior to finalizing the purchase. Once the order was placed and the tickets were delivered to **** ****, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in their listing. In cases where a seller provided all information accurately and delivered the tickets as advertised, we are unable to process any refunds or compensation.
  
  Thank you for the opportunity to provide specific information regarding this issue. If I can be of further assistance, please let me know. 
  
  Sincerely, 
  *******
  StubHub Executive Customer Care