ComplaintsforStubHub, Inc.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *Website did not specify that this was a "Sensory Friendly Performance". Sensory Friendly means the performance is altered to ease those with sensory issues (Lights on, talking allowed, can roam at may, phone use permitted, no flashing lights or regular theatrics like in the regular performance.)*Seats received were not what was purchased.*StubHub's response was to try and sell them or wait 100 days to see if the ticket holder would release the correct seats that were purchased. Waiting 100 days would affect my ability to sell the tickets, as the musical is showing for a limited time.*This was a gift for my Disabled Navy Veteran husband. (20yr wedding anniversary) StubHub did not care at all.

  Business response

  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 the order affiliated with this complaint, I was able to process a full refund in accordance with the FanProtect Guarantee and the policies which *** **************************** agreed to at the time of her purchase. An email was sent confirming this refund transaction. *****************************) will receive this refund within 7 business days of todays date. We apologize for ***************************** experience and for the delay in resolving this issue.  

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

  
  

  Customer response

  08/16/2024

  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

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered ticket at ***********************************************, paid and received email at a totally different venue. First ****** I speak to said yes I see your problem, we will refund your money, no email as promised, second ****** I speak to said no problem, cover under their fan guarantee regardless then today they said everything denied, no refund. Sorry about your luck.

  Business response

  08/14/2024

  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

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets on stub hub for $144. and then resold the same tickets on their website. The tickets transferred successfully to the third party and I was never paid. Then stub hub charged me because the person who bought my tickets didn't see that they were buying tickets for the fast pass lane not a ticket for the concert. So without checking with me stub hub charged my credit card the fee the third party said owed them. Now stub hub received $144.00 from me two times without me getting anything. I have tried calling and they are not helping me and just said that was a mistake on their behalf. Seems like what they did was against the law.

  Business response

  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, 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 was contacted directly and the issue has been resolved. We apologize for her experience and for the delay in resolving this matter. Additionally, I would like to confirm that I have processed the payment for the sale associated with this complaint. Depending on her bank, it may take 8-10 business days for the payment to appear in her account.
    
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  

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

  StubHub Executive Customer Care 
   
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 tickets for a 3 day pass to a concert through StubHub on 6/21/24 for $523. I received an email 2 days before the event stating the tickets were no longer available to me. StubHub said they would replace my tickets as their guarantee states. The seats I originally bought were in a covered section in the venue. A tropical storm is now hitting the NY area and the seats that are being offered to me are in an area that is not covered, so I am now exposed to the weather. The tickets being offered to me are not equal to or better than the original seats. I went from having a covered seat in an amphitheater to standing in the rain on a lawn for the same price. Pretty much the price of seats in the sections that are covered and out of the weather have skyrocketed in the last 4 days due to the Tropical Depression (Hurricane ******) hitting the area. People want the tickets that I bought over 2 months ago, so the tickets got pulled from me , and were sold for more.

  Business response

  08/12/2024

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # *********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  Upon reviewing our records, we found that, unfortunately, ********************************* seller failed to deliver the tickets. As a result, StubHub took immediate action and sent ************** a link to select comparable replacement tickets in accordance with our FanProtect Guarantee. However, ************** was not satisfied with the replacement tickets and chose to receive a refund instead. The refund was processed on August 8, 2024. No further compensation will be provided, and StubHub considers this matter resolved.
  
  We sincerely apologize for the inconvenience caused, and we assure you that appropriate action will be taken against the seller. However, we can confirm that this matter has been resolved in accordance with our guarantee policy.   
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.  
   
  
  Sincerely, 
  
  ****************** 
  
  StubHub Executive Customer Care 
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 9 tickets for a concert on 7/22/24, with the event scheduled for 8/7/24. StubHub only released the tickets on the day of the concert at 4 PM when the concert was at 7 PM. When I finally received my tickets, one of the nine was missing. I contacted StubHub for assistance, but the representative I spoke with was not only unhelpful but also rude. I spent an hour on the phone right before the concert, during which I was given the runaround and unfairly blamed for not receiving my ticket. The representative gaslighted me and lied, claiming he would call me back before the concert, which he never did. Ultimately, I had to purchase another ticket at the venues box office.The next morning, I called StubHub again, but the woman I spoke with was equally unhelpful. They refused to transfer me to a manager, citing that there was "no department phone number" available, kept me on hold for 30 minutes at a time, and continued to provide misleading information. This level of customer service is unacceptable, and something needs to be done about this company. Shut them down.

  Business response

  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 purchased 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 
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I listed two Coachella tickets for $500 each and I promised the in hand date would be that following Thursday. They were purchased on a Friday in the afternoon when all post Offices were closed and I plan to ship on Monday since I work on the weekends as I am a full-time student paying my way through college come Monday the buyer backs out I receive an email notifying me of a $500 charge. I mailed a dispute a year ago and received no response. I called again multiple times. I have contacted Stubhub on multiple occasions regarding this, all to not be taken seriously and to be misled and forced to jump through hoops by their representatives. I have experienced extreme financial and emotional distress due to their unclear and misleading policies and lack of customer service/seller protections.

  Business response

  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, 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. 

  
  Our team is currently working on ********************* case to waive any charges for her order. Our ************ team has been working with her to resolve the case. Any new information regarding ********************* sale will be relayed via email.   
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,          
  
  Sincerely,          
  ***** 
  StubHub Executive Customer Care 

  Customer response

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I listed two ********* tickets for sale at $600 each. I had to put in a credit card number if I defaulted. The system didn't accept a credit card so I entered another. I did not realize they reset my price automatically to StubHub's suggested price. After I submitted the listing, I looked at it and realized the wrong price was added. I went to edit the price and it sold within 3 minutes. I called them and the *** said they can't cancel the order. I don't want to give up my tickets for the price they sold. If I don't send it, then I will be charged 100% of the cost. I would like for them to cancel the transaction and refund the buyer.

  Business response

  08/15/2024

  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. 
  
  The contact information provided by ********************;in this complaint does not link to an affiliated order. In order for this issue to be resolved or further investigated ********************;will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue 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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my tickets on Stubhub on November 29, 2023 for an event taking place on July 5, 2024. The event has taken place. The tickets were provided to the purchaser and used by the purchaser. Stubhub is required to pay me "5-8 business days after the event" as per their own policy. It has been 34 days now and I have not been paid. I am owed 2100 Euros. They continue to hang on to my money and collect interest and will not release it.

  Business response

  08/09/2024

  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 regret the delay in resolving ***************************************** payment. We can confirm that we attempted to make payment on July 11th, but the payment failed. We asked ************************************* to update the payment details, and we verified that it has not yet been reset.
  
  I will follow up on the case and arrange to get back to ************************************* as soon as possible. We kindly ask ************************************* to wait for an update, and we will resolve the issue as quickly as possible.
  
  We appreciate ***************************************** patience while we resolved the 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 response

  08/12/2024

  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:

   

  Let me be clear: the ongoing delay in resolving this payment issue is completely unacceptable. It has been over a month since Stubhub failed payment attempt on July 11th, and despite following your instructions to update my payment details immedialty on July 11, I am still waiting. This level of incompetence and lack of professionalism is outrageous.
  

  I am demanding immediate resolution of this matter. I am not interested in further excuses or delays.
  

  You have one final opportunity to resolve this promptly.
  *********************************

   

   

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

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

  Business response

  08/19/2024

  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. 
  
  Firstly, I would like to express our sincere gratitude to ************************************* for her patience while we reviewed this case. We truly appreciate her understanding. I also apologize for any inconvenience this may have caused. Please rest assured that our dedicated team is fully committed to resolving this matter, and we will keep her updated as soon as possible.
  
  Previously, the payment for this order was on hold because a standard payment method had not been defined in her account. After the recent update with the new payment details, the case was forwarded to our payments department for a new payment attempt, which was carried out on August 12, 2024. We kindly ask ************************************* to await our confirmation regarding the completion of this new attempt. We are closely monitoring the case to ensure it is processed smoothly and without any issues.
  
  
  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of this year, I purchased tickets from StubHub to see ********************* at the ******************** on June 15th. On or about the 12th of June, I found out the show had been cancelled. I contacted StubHub for a refund. I have been getting the run around ever since. I have called them weekly, and It's been like their customer service all have the same spiel. We'll check on it and get back to you. I've even provided them with documentation at their request still nothing. I talked to a representative today, and she too had the same spiel, she needed to speak to the higher **** She even verified receiving my documentation as proof the event had been canceled. I'm at my wits end. I don't know what else to do, I need help. Your help! Please help me resolve this issue. This is my first time doing business with StubHub. NEVER AGAIN!

  Business response

  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 are sorry for the situation that ******************************* is facing, and we can confirm that on our platform, we do our best to keep our buyers updated with all the correct information coming from the event organizer.
  
  At this time, the case is under investigation, but we can confirm to ******************************* that we will do our best to provide an update as soon as possible.
  
  We kindly ask that ******************************* wait for contact from us.
  
  We appreciate *********************************** patience as we look into the problem.
  
  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son used his entire summer paycheck to buy ******************* tickets for Philly on August 6th, 2024 and then was unable to go. I suggested he list them to resell on StubHub since I had purchased with them before and had good luck, also since ticketmaster wasnt offering to resell for him. We listed them and one week later they sold. We had transferred the tickets to stub hub for a quicker and more seamless transaction. The tickets were no longer ours once we transferred them on 7/30 and it showed they were delivered immediately to the customer that day. I was expecting the funds that day and hoping we would get them since my son wanted the money to help purchase a new car. I was disappointed to learn that we had to wait until the event to get the money, even though those tickets were already transferred. I understand them wanting to wait to see if the tickets are good, but once the customer purchases and they are able to get the transfer with no issue the tickets should be theirs and the funds should be released. Now it is the day after the event and the ticket shows used, and I am told we have to wait until August 14th. That is crazy, I am not sure why such the long wait. Even if the customers didnt go or didnt want the tickets any longer, the tickets cant be transferred back to us and we cant use them anymore. We fully expect the money either way. Unfortunately the 14th will be way too late for him to use his funds for what he wanted. Any help getting this moving more quickly would be appreciated. The tickets have been used!

  Business response

  08/15/2024

  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. 
  
  Also, checked her sale order and ************************* did not set up payment method to receive her payment, previous agent on our system helped her out and payment went back to queue to pay *************************;
  
  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 response

  08/16/2024

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

*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. ↩