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:08/05/2024

  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.

  Stubhub finds every opportunity to hold payment as long as possible. In this case, I messaged repeatedly that the tickets I sold could not be transmitted electronically. Response was that the buyer should advise when tickets were received. Buyer did that. I began asking when I would get paid. Stubhub repeatedly advised 5-8 business days after event. I am not paid today, the 9th day after the event. Today Stubhub says that I should have "confirmed that I shipped the tickets under my sale" and that now it will be another 5-8 business days. I asked many many times if I needed to do anything else and when I would be paid. No mention of "confirming" until the 9th day.

  Business Response

  Date: 08/14/2024

  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, 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 seller's 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 www.stubhub.com/legal?section=ua 
  
  We understand that *********************** would like to be paid immediately for the tickets she sold, however our seller policies state, Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. **********************;will be paid in accordance with the policy in place, and to which she agreed, at the time she listed his tickets for sale. **********************;will receive the payment which they are owed after the event has taken place in accordance with the policies which they agreed to when listing their tickets for sale on the StubHub platform. 
  
  Checking our records *********************** has been paid on 08-Aug-2024 . 
  
  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: 08/15/2024

  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.  Stubhub finally paid me on 8/9/24, 16 days after the event.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2024

  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 from Stub Hub to go to see ******************* on April 3, 2024. I tried to click on the link that they sent me to get the tickets and it never worked so I had repeated phone calls with them trying to find my tickets because they couldnt find my tickets, I went ahead and purchased other tickets along telling me we cant find your tickets will give you refund if or will give you other seats or you can cancel the order They said dont worry about it. Wait till you get the tickets you dont want them just cancel the tickets so when I got the tickets I called. I cancel the tickets , but they still put the charges on my account. I have two people that can verify both of these. You have to understand. This is the first time Ive ever bought tickets online also because of the mixup about finding the tickets I had someone else help me and it was on speakerphone and they told me that if I didnt like the tickets that there would be a refund. I have no documentation of this because was all done by phone but again they are supposed to record all conversations

  Business Response

  Date: 08/12/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint ID  number ********  filed by *** ************************************** 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.  
  
  I need a little more information to review this matter. We kindly ask to *** *************************** to provide us with his order related the tickets purchased so we can locate his account and review this further.
  
  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:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1st, I posted 2 tickets for sale on stubhub. On August 2nd, I transfered the tickets like I'm supposed to. On August 5th, Stubhub told me that they were canceling the sale because there was an issue with the tickets. There was not. The other ticket went through fine. The tickets were given to me and I couldn't go to the concert, so I sold them. They didn't tell me what the issue was, just that the buyer had an issue. They are now not only getting out of paying me for a valid ticket, but charging me the price of the ticket. So this buyer got to go see a concert for free and I have to pay. I did my part by transferring the ticket and the ticket was accepted by the buyer. It's very unfair that I have to pay because the buyer lied. I'm attaching the screenshots of where I transferred the tickets and they were accepted.

  Business Response

  Date: 08/12/2024

  Thank you for the opportunity to respond to ********************************* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  I need a little more information to review this matter. We kindly ask ********************************* to provide us with her order related the tickets sold so we can locate her account and review this further.
  
  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 
  
  

  Business Response

  Date: 08/14/2024

  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 kindly ask ********************************* to provide us with the order number where she sold the ticket, as at the moment we are unable to identify the sale, and therefore, we are unable to provide assistance to *********************************. We also ask ********************************* to confirm the account information, such as the full name where the tickets were sold, as well as the order number.
  
  We appreciate the assistance of *********************************..
  
  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 
  
  

  Business Response

  Date: 09/12/2024

  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. 
  In reference to ****************** complaint, ****************** failed to deliver her ticket to her buyer as listed. StubHub needed to make this right with her buyer under the terms of our User Agreement and FanProtect Guarantee.As a result, ****************** was not paid for the transactions (she did not deliver the tickets) and she was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale.  
  We rely on sellers to help us keep StubHub a safe, secure,and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, ****************** is responsible for listing her tickets correctly and fulfilling her orders as listed. The charge they have received is valid and cannot be reversed nor reduced. 
  
  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: 09/12/2024

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

  [Your Answer Here]

   I submitted everything that they asked for. They do this to a lot of people. I know of someone else who was locked out of her account and then they claimed that she failed to deliver the tickets but she had been locked out by StubHub and now they are trying to charge her money for not delivering the tickets. You can look all over the internet and even on here and see how many people are screwed over by StubHub. A professional reseller told me that they are horrible about doing that to smaller sellers, but not larger companies that bring a lot of business. I can't wait until they get sued for not holding up to their end of things. I do not accept this and I won't accept it until I get the money that I am owed. 

   

   

   

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

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

• Initial Complaint

  Date:08/05/2024

  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.

  Sold my tickets that I purchased from ticketmaster, through stubhub. The buyer then claimed that they were not valid. I have provided AMPLE proof that these tickets were in fact valid and used! Stubhub never sent my payment of $900 for the sale of my tickets. On top of that they have now charged ME twice in the amounts of $550. All totaling $2000. I have been calling and emailing since June 20th. Every single time I call they tell me they are or have escalated my case and I have to wait for a response. They will not direct my call to any other department or manager. They claim they are unable to contact the department that is handling my case. They say I have to wait for an email response. They have no intention of refunding me. I strongly believe they assume, and maybe most people unfortunately do, that I will give up and they will keep my $2000. I know that money may not be a lot to them, but to me it is detrimental that I recover my money. This is absolutely upsurd that this is still even going on. I don't know what else to do to recover my money. Please help me! Thank you!

  Business Response

  Date: 08/13/2024

  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, 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.  
  
   By using our website, buyers and sellers agree to the terms of our **** Agreement. As part of our **** mobile 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 **** Agreement and all policies. You may find a copy of our **** Agreement on our website at ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 

  
  The charges for the dropped order have been reversed and payment issued for *********************** order. This was completed on August 7, 2024, and could take up to 10 business days to complete payment. 
  
  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: 08/13/2024

  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:08/05/2024

  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 put my tickets for a concert up for sale on StubHub. I had a total of 4 tickets up for sale in the site. The first two tickets sold rather quickly. I went to check the ad that I put up so I could make sure that both tickets needed to sell together, it was when I did this that I noticed the ad for my remaining two tickets were not showing up in my listings. I contacted stub hub and thought it was a glitch so I listed the two remaining tickets. Twenty minutes goes by and the tickets sold twice. The system allowed the tickets to be posted twice, and it seems like it posted the wrong seats which allows it to post twice. I sent proof to stub hub of the issue and ask that they remediate it. They told me the proof was not sufficient and I needed to cancel the sale and deal with the penalty. Upon talking I was told I would only be charged the commission because the customer opted to get refunded. When ********************** paid me, they took out 1700 dollars which is more than their commission would have been as the total sale was 1536. When posting tickets stub hub doesnt make it clear that they would pocket the whole profit of the ticket if an order is cancelled. Instead of just giving the client the money back and charging me the lost commission which is roughly 300, they pocketed 1700 from my sale. I was not told this would happen and was led to believe there was no recourse.

  Business Response

  Date: 08/13/2024

  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, 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.  
  
   By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** 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 ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 
  
  In reference to *************************;complaint, *************************** failed to deliver his/her ticket to her buyer as listed. She listed her tickets 3 times and failed to deliver 1 of the orders. StubHub needed to make this right with her buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, *************************;was not paid for the transactions (she did not deliver the tickets) and she was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale. The charge *************************;has received is valid and will not be waived or reduced. 
  
  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: 08/13/2024

  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,

  I have a few issues with this statement. One of the things not addressed is why I was told to cancel the sale when there was clearly a glitch that occurred, one that I provided evidence of. I had seats 1-4 and somehow StubHub made my listing 1-6. As shown, I never received a confirmation that I posted seats 5 and 6 and therefore, that was a mishap on stubhubs end. When I tried to talk to the representatives and let them know this happened and provided evidence of it occurring, I was told the cancel the ticket and there was no recourse.

  another issue I have is, you charged the buyer 1700 dollars for the tickets, then  refunded 1700 to them. Shouldnt I only be charged the loss of profit StubHub would have had for that sale, which would be the percentage of transaction? Why was I charged the whole amount? If I received an additional 1700 and then you Duducted the 1700 then I could understand, but you deducted it from an actual sale. So instead of pocketing 15-20% you pocketed 115-120%. That would have never occurred had I had the tickets. So not only did your agents mis lead me by telling me the cancellation would result it a 15-20% charge, I was also denied to speak to a manager or anyone who could actually look into the issue I had concrete proof of.

   

   

   

   

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

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

  Customer Answer

  Date: 08/27/2024

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

  [Your Answer Here]

  Again as previously stated, I did not list seat 5 and 6. I dont think the issue is being addressed her and placing blame solely on me is wrong. I should not be able to put tickets up twice, also I did check the portal and it said my tickets were inactive. These things happened because of glitches that happened in stubhubs system, which there is lack of accountability. I should have been notified tickets were put up twice as you do with those transactions and I was not. I feel slighted by StubHub, I feel lied to. Additionally, lack of selling tickets does not entitle you to 115% of sale when your profit loss was only 15%

   

   

   

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

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

  Business Response

  Date: 09/03/2024

  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.   
  
  As we previously reported, sellers are the only ones who have access to create,edit or delete a listing. Our website does not have any access to create a listing on any seller's account.
  
  ********************** responsibility to check and verify the account and check the listings. Also according to an email sent every time a listing is active, as well as within her  account, she is able to track the listings and sales.
  
  We have no influence on the number of seats listed, which is the sole responsibility of **********************. We regret the situation, but according to our terms and conditions previously sent, we cannot remove the charge and it remains valid.
  
  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:08/05/2024

  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 8/3/24, I bought 2 tickets to the ******************* concert in **********, **** at ************** for that evening. There were still many tickets available, but most of the tickets stated limited view/obstructed view, which my friend and I didn't want. Although the limited view tickets were much cheaper (total of $90), we chose more expensive tickets ($261.32 total including fees) because we wanted to have a view of the stage.However, when we arrived at our seats, it was clear we were in a limited view/obstructed view area due to the large stair platform to our right. There was a large metal pole which hindered the view of the stage. And with the sunsetting in the direction of the stage, the glare on the glass made it virtually impossible to see through at times. Finally, as the obstruction was a stair platform, people were constantly standing on it, which hindered any view of the stage. I spoke with an ***** at the event about the tickets, and he informed me that our seats were indeed obstructed/limited views, yet due to the sold out nature of the concert, there was no where we could be moved to. The guy suggested I contact ******** (where i purchased the tickets) after the event was over because they have a 'Buyer Guarantee'. The next morning I did my research and discovered all the other events hosted by Paycor list the seats I was in (Section 346- Row 13- seats 3/4) as 'obstructed/limited view'. In fact Rows *****, & 15, seats 1-4 were all given this designation. Therefore, it is known by the venue that the seats have a limited view, and this should have been indicated on my tickets.I contacted SeatGeek asking for a refund. Provided them with screenshots showing the designation set by the venue for all other events, photos of the limited view I took at the concert, and all my ticket information. They refuse to honor their 'Buyer ************ 'there is nothing they can do'. At some point there needs to be consumer protections,and I am hoping you all can help.

  Business Response

  Date: 08/12/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint ID  number ******** filed by Sr. ****************************************** 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.  
  
  I have reviewed the email address associated with this complaint and could not find any order number related to tickets purchased on StubHub. I also noticed that *********************************** mentioned SeatGeek as the ticket provider in this complaint. Since we cannot respond on behalf of SeatGeek, we kindly ask *********************************** to confirm whether the tickets were purchased on StubHub. If so, we request that he provide the order number associated with the purchase so that we can locate the account and further review the matter. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely,  
  
  ****************** 
  
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:08/05/2024

  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 listed my tickets on Stubhub, and two of the events have already sold. I received and transferred the mobile tickets on August 1. I was then informed that I wouldnt be paid until 5-8 days after the event. In my case, thats 7-8 weeks from date of sale.I no longer have the tickets, Stubhub has the buyers money, but I have to hope that they pay me, even though Stubhub has the tickets, and any event issues would be between Stubhub and the buyer since I dont possess the tickets!I havent used Stubhub in a while, and this payment policy is new. Its not ethical, and shouldnt be legal.Thank you,*******************************

  Business Response

  Date: 08/12/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint ID  number ******** filed by *** *******************************. 
  
  Unfortunately, we need a bit more information to review this matter. We kindly request that *** ******************************* provide us with the order number of tickets sold so we can locate your account and further review the matter. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely,  
  
  ****************** 
  
  StubHub Executive Customer Care

  Customer Answer

  Date: 08/16/2024

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

  [Your Answer Here]

  Stubhub changed their policy a year ago.  Again, my tickets are sold,  and out of my control.   Any issues that arise now would be issues with Stubhub , or the buyer.  Stubhub has received money from the buyer, but chooses to keep the cash until after the event.  No other business could ethically, and legally work that way!

   

   

   

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

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

  Business Response

  Date: 08/22/2024

  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 ********************** frustrations entirely, however, StubHub processes payments in the way that is the industry standard, which is after the event has occurred. This allows us to ensure that the buyer has no issues before issuing finds that we may need to recuperate from the seller. Should any issues arise, ****************** would be notified so they can be aware of any changes to their order.

  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: 08/23/2024

  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:

  [Your Answer Here]

   

  Their  process should be illegal, and definitely is unethical.  They have the buyers money, and the sellers tickets.  Their reasoning for not paying the sellers until after the event is just a weak excuse to keep the money.  The sellers have no control over what happens after the tickets are transferred.  This is a process that Stubhub just started recently, because SeatGeek has the same asinine procedures.

  They keep giving a cookie cutter answer to the same questions!

   

   

   

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

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

• Initial Complaint

  Date:08/05/2024

  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 bough concert tickets with stubb hubb in march or april of 2024. I have recipt and proof of purchase. The funds were taken from my account before reciving the tickets. Two months later i was given the tickets via email and i was able to view the tickets with a QR code attached with no issues.The concert was in ****** a whole different state than where i live, im in **********, so i bought a hotel and payed for food and transportation which wasnt cheap. I was able to view the tickets at any time and even did so about one hour before the show. Once when i get there my tickets were gone! I went to my email to open the tickets and got am error code. The ********** reviewed my order number and told me stubb hubb took my tickets and sold them to someone else! People were literally in my payed seats! Stubb hubb still has my money so how does this happen! I wanted my money back. I wanted compensation for a wasted payed trip! How do they let this happen! Now im out of money and tickets! Its not like i canceled, or the venue canceled the show, stubb hubb stole mt tickets! Thats theft! I have proof of everything! They said theyd refund my money but what about the rest of my trip! They sold them from underneath me! but this needs to stop happening to people. Its wrong. I payed and recived tickets how can they be taken and sold to someone else!

  Business Response

  Date: 08/12/2024

  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 *******************************************  
  
  We apologize that ******************************** experienced issues with her tickets and was unable to attend the event. This is not the kind of experience we want her to have when using StubHub, and we take situations like these very seriously.
  
  Upon reviewing the order associated with this complaint, I can confirm that we processed a full refund of $626.55 on August 3, 2024. Additionally, we issued a voucher for $183.00 on the same day. Depending on her bank, it may take up to 5 business days for the refund to appear in her account. Again, we apologize that this happened to ********************************, and we will investigate to ensure it doesn't happen again.

  Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. 
  
  Sincerely,   

  ******************  

  StubHub Executive Customer Care 

  Customer Answer

  Date: 08/16/2024

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

  I am aware of all the terms and conditions for stubb hubb as i have used them before. I was issued a refund as i stated but did not recive a vocher for $183 to be credited to my bank if thats what the voucher is. I was told by a represenitive i would have to pay an EXTRA $183 per ticket for me to reciece two tickets she was able to find. I declined 1). I didnt have an extra $183 per ticket 2) The seats she was trying to give me were further back from what i originally  payed for and on top of that, at that point the concert had stared and i didnt want to see half the show. 3) we were not from the area and used funds to get to our destination for the concert. 

   

  Im aware stubb hubb is A 3rd party ticket site, but there should be laws certain laws in place for a seller not to be able to "take" your tickets back after you have already PAYED for them months on advance. I feel that stubb hubb she be liable for allowing their sellers to scam buyers in that manner. They should be monitering the both sides to make sure things are being done legally. As i stated previously the event was not canceled, and it wasnt that i wasnt there to see the show, my tickets were were illegally talen once i payed for them months in adance and they were sold. The seller scammed me and the ****************, ******** arena box office is willing to vouch that my tickets were taken and sold. I dont feel this was a legal action what so ever and if theres not a mutual agreement things may be will be taken further. 

   

   

   

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

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

  Business Response

  Date: 08/23/2024

  Thank you for the opportunity to respond to **** **************************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
    
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 

  In reviewing the order associated with this complaint, we want to reiterate that a full refund, including a voucher with additional compensation, was processed in accordance with the FanProtect Guarantee and the policies ***************** agreed to at the time of her purchase. Our *********************** has confirmed that the refund transaction is complete.
  
  Unfortunately, we are unable to provide any additional funds. As part of our agreement, we explain that if the expected services are not met and the buyer complies with the applicable policies and timelines, we will either find comparable or better tickets or offer a refund, as we did in this case. 
  

  We sincerely apologize for **** ******* experience. While we understand her frustration, no further compensation will be provided, and StubHub considers this matter resolved.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know. 
  
  
  Sincerely, 
  
  ******************  
  
  StubHub Executive Customer Care 

  
  

  Customer Answer

  Date: 08/25/2024

  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:

  I would like to know how incidents such as mine will be prevented for myself or other buyers for future purchases? 

  How do buyers such as myself know that our payed tickets wont be sold to other people? Is there any way for us to prevent that from happening?

   

   

   

   

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

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

• Initial Complaint

  Date:08/04/2024

  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 for the national Bank open up in ********. I paid for the tickets on 07/21/24 and then I was notified on 08/02/24 that the tickets were fraudulent and I wouldnt be let into the venue. StubHub is dodging emails and not wanting to refund my ticket price. I have sent them numerous emails, many of them being denied because Ive been blocked. There have been a few that have gotten through, but I have no notification that they will take care of this issue.

  Business Response

  Date: 08/13/2024

  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 this complaint, I was able to process a full refund in accordance with the policies which ****************** agreed to at the time of her purchase. An automated email was sent to confirm this transaction. ****************** will receive her refund within 7 business days of todays date.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  ****** *
  StubHub ***********************

  Customer Answer

  Date: 08/14/2024

  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:08/04/2024

  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 Saturday, June 1st, I purchased *********************** tickets for the Eras tour in *********, taking place on July 4th. I then resold the tickets ********* on June 24th. The original seller reached out to me indicating that the tickets were not available from ticketmaster for transfer. I requested that Stubhub cancel the sale, as they kept updating the deadline for ticket transfer for later and later. Eventually they changed it to the date of the concert, and refused to cancel the sale. The tickets were never made available for transfer to me, as they were never made available to the seller. Instead, the original seller surrendered his ticketmaster login to my buyer and she attended the concert. She emailed stubhub verifying that she attended the concert. Despite this, on July 4th, the sale was "cancelled" and I was charged $519.09. I was never paid for the tickets $1,183.00. I am seeking a payment of $1,762,09. I have attached the email forwarded to me from the buyer, where Stubhub acknowledged that they were aware that she was able to attend the event.

  Business Response

  Date: 08/14/2024

  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 this complaint, I was able to process payment in accordance with the policies which ********************** agreed to at the time of her sale. ********************** will receive her payment within 7 business days of todays date.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  ****** *
  StubHub ***********************

  Customer Answer

  Date: 09/11/2024

  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,
  
  On this issue, stubhub indicated that they would provide my payment for tickets sold and refund the wrongful cancelation fee that I was charged within 7 days. This was August 21st. To date, I have not received these funds.
  
  --
  
  *****   

   

   

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

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

  Business Response

  Date: 09/17/2024

  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. 
  In reviewing this complaint, I can see that *** ********* complaint is still being processed by our relevant team. We apologize for the delay on this and thank *** ********* for her patience, we want to assure her that we are working on this and that she will be notified as soon as there is a resolution.
  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