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:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets to a concert in late of September of 2024. Wrong tickets were issued. Called immediately and reported. No refund was issued ever and has been sitting in their claims department since first initiated refund back in October. Have called nearly weekly and they have no answers for me still.

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond to ****************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  In regards to *** ******* complaint, I can see that she had a dispute with her bank that prevent us from investigating this further, as the dispute has been closed in our favor we are able to escalate this to relevant department in order to further her request, she will be informed as soon as an update is made available.
  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: 03/25/2025

  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 understand the policies as I have been dealing with them since we purchased the tickets. What was not disclosed is that I disputed with my bank after months of not getting resolved with your company. Which then resulted in a halt on your side, so I then REVERSED the charge with the bank and have provided proof of that months ago. It has been in that same department being resolved for multiple months. We are now at the 6 month **** and I have yet to receive a refund and whenever I call Im told it is still being investigated to be refunded. This is so unacceptable for any company.

   

   

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

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

  Customer Answer

  Date: 04/01/2025

  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]

   

  That is actually not true. If you look at the records it shows the tickets were a Wallet ticket item that was unable to return the ticket to. I provided multiple screenshots showing they was not a possible task for me to complete as the StubHub site will NOT allow you to return tickets that have been stored in your wallet. I even sent the **** site link showing that they were non-returnable. Also, it shows the tickets were never used either so that would also provide another way of proof. I also had a recorded phone conversation with someone on the StubHub team who said they had a customer with the exact same issue, being unable to return the tickets due to them being added into their iPhone wallet.  

   

   

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

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

  Business Response

  Date: 04/27/2025

  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 which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site,they are purchasing from a third party individual seller. In some cases,sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a teams standings). For all ticket listings,sellers are required to provide an expected arrival date they expect to have the tickets in their possession to fulfill their orders. This date is presented to buyers during the purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the transaction confirmation email sent to buyers when they place an order.
  
  In reviewing *** ****** request, we need proof that she has returned the tickets back to Stubhub. Without the proof, we will be unable to process any compensation. Once *** ****** sends in the proof needed, we can proceed with the request.
  
  
  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:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two tickets to the ** vs **** baseball game from stubhub.com. The website suggested I also buy parking for the event. So I did. When I got the parking pass, it was 2.4 miles away from the venue of the game I was going to. Stubhub refuses to refund me. The description of the parking I bought was "UFCU DischFalk Field Parking Lots". When the order went through I saw it also said "Section: NORTHSHORE PARKING GARAGE" When I got the packing pass it tells me the address of the NORTHSHORE PARKING GARAGE and it is 113 Nueces which gain is 2.4 miles away. My point is the desc is wrong and mischaracterized. I got on chat and they refuse to give me a refund for this useless parking pass that they suggested I buy and had listed incorrectly on their website as "UFCU DischFalk Field Parking Lots". when I bought it. Thanks, ****** *****

  Business Response

  Date: 03/26/2025

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

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 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 UTSA Roadrunners at ***** Longhorns Baseball noted in his complaint, the seller listed the parking pass correctly with the section noted as NORTHSHORE PARKING GARAGE. This information was presented to *** ***** when he first reviewed the ticket listing on our site and would have been shown again for his 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.

  
  We understand in this case that *** ***** has noted that the parking pass section and disclosure information was confusing. We have reviewed the information provided for this parking pass listing and have found that the section name of NORTHSHORE PARKING GARAGE was listed as identified by the venue and the disclosure of NORTHSHORE PARKING GARAGE accurately reflects the type of parking pass purchased. Our customer service team would have been available by phone to assist *** ***** with any questions he had regarding the specific listing. In situations where a seller listed all information accurately and delivered parking pass as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site.

  
  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: 03/26/2025

  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]

   Thanks for the hiding behind the legalize.  Again, after I bought tickets to this event, YOUR website suggested this parking to this event which was listed as "PARKING PASSES ONLY UTSA Roadrunners at ***** Longhorns Baseball".  There is only one parking lot at this venue.  I would never have dreamed what you were fraudulently offering was 2.4 miles away no matter what fine print you say may or many not have been listed after that.

  Your company is unethical.  I have:

  - File a complaint with the Texas Attorney General (complaint number **********)

  - Disputed the charge with my credit card company

  - Will be posting a zero star Yelp review soon

  - Will never use your company again and make sure everyone I know does not either

  Thanks.,

  ******

   

   

   

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

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

  Business Response

  Date: 03/30/2025

  Thank you for the opportunity to respond to ***************** complaint, BBB case # ********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 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 UTSA Roadrunners at ***** Longhorns Baseball noted in his complaint, the seller listed the parking pass correctly with the section noted as NORTHSHORE PARKING GARAGE. This information was presented to *** ***** when he first reviewed the ticket listing on our site and would have been shown again for his 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.
  
  We understand in this case that *** ***** has noted that the parking pass section and disclosure information was confusing. We have reviewed the information provided for this parking pass listing and have found that the section name of NORTHSHORE PARKING GARAGE was listed as identified by the venue and the disclosure of NORTHSHORE PARKING GARAGE accurately reflects the type of parking pass purchased. Our customer service team would have been available by phone to assist *** ***** with any questions he had regarding the specific listing. In situations where a seller listed all information accurately and delivered parking pass as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site.

  As explained previously, this transaction cannot be canceled according to our terms and conditions , the buyer has the option to relist the tickets for sale.

  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:03/17/2025

  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.

  10/11/2024 - 2 tickets for ******** show at **************** were purchased.10/18/2024 - StubHub sent an email with tickets to be Accepted. The link to the tickets displays an error, indicating the transferred tickets do not work.10/18/2024 through 3/17/2024 - Buyer contacted Stub Hub via chat, email and customer service phone number multiple times. StubHub acknowledged there was an issue with the tickets and that they did not work. They advised there was an issue with the Seller and that it could not be resolved. In every exchange StubHub, they advised they would respond via email with replacement tickets or a refund. Despite numerous emails and calls the replacement tickets and the refund were never issued. Buyer has afforded StubHub sufficient time to resolve the issue. Buyer has explained tickets were purchased with anticipation to allow for travel and accommodation plans and expenses. All this time, StubHub continues to offer and sell tickets to the general public which implies StubHub can replace the tickets at any time but is refusing to do so, whilst also refusing to issue a refund.

  Business Response

  Date: 03/26/2025

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

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  
  I apologize that *** ****** ********* recent experience with StubHub fell short of her expectations. 
  Our team is actively reviewing the information she provided and will be in touch with her promptly to address her concerns. 
  We are committed to resolving *** ********* issue as quickly as possible. Her satisfaction is our priority, and we appreciate her patience and understanding. 
  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 March 8, I tried to buy 4 tickets to a *********** soccer game set for March 9. StubHub charged me $827 for tickets to a basketball game for the same day. I called to explain that the tickets were not properly labelled. I had already purchased train tickets to attend the match, and so had to spend another $1327 to purchase soccer tickets. I asked StubHub to refund but they refused.

  Business Response

  Date: 03/26/2025

  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.

  
  The contact information provided by *** ****** in this complaint does not match any affiliated account or order. To proceed with resolving or further investigating this issue, *** ****** will need to provide an order number or the email address associated with the account linked to the referenced purchase.

  
  Additionally, it is possible that this purchase was made through StubHub International. If so, she may need to reach out to their support team directly. Here is the link to their website: *********************************************************

  
  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:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 tickets from Stub Hub Jan 27 for Modi Concert March 23 at the *********************************** in **************Stub Hub order # is *********. The ticekts are for Orchestra section C row N, 115 and 116. Amout for 2 tickets with fees is $276.90. When I lookd up the seats in the ******************************* in the *************** there is no seat 116 in ****** There is seat 115. Stub hub says I will only get the tickets on March 23 the day of the event. I called stub hub 4 times to check on the seat that doesnt exist. They always give me a run around saying I will get similar seats the day of the event. Today I called the actual venue ******************************. They also told me that seat 116 does not exist. They cannot guarantee that I will have a seat. I called Stub Hub today to cancel the tickets and get a refund. I asked to speak to a supervisor.. They said no supervisor was available. I would like to dispute the charge of these tickets on which were charged on my American Eagle card. I cant trave 4hrs to Conn and pay for a hotel for tickets that do not exist

  Business Response

  Date: 03/26/2025

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

  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************

  
  In reviewing this complaint, I was able to process a full refund in accordance with the policies which *** ***** agreed to at the time of her purchase. I apologize for her experience, and for any delay in resolving this issue. *** ***** will receive this refund within 10 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 Executive Customer Care

• Initial Complaint

  Date:03/17/2025

  Type:Billing 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 INCORRECTLY charged me a $150.00 fee and have reimbursed me. The charge happened on 01/10/2025, I have spoken to multiple members and supervisors and none have been helpful in reimbursing me. They keep telling me they escalated and to wait, their timeline has changed with the last one being it can take up to 45 business days. It has just passed 45 business and they still dont have a resolution and just repeated what theyve said before we are going to escalate. I dont believe it should take that long to reverse a charge they incorrectly committed. I cant wait another 45 business days and I dont want to continue to waste my time calling them back every week for two more months. PLEASE HELP.

  Business Response

  Date: 03/22/2025

  Thank you for the opportunity to respond to *** ****** ****** complaint,BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  We are currently reviewing ********** request for a seller charge to be removed. We apologize for the time it has taken to resolve this issue. Recently our charge reversals team has recently implemented a new dispute process, and their current resolution time is taking longer than expected. If I receive any updates before then, I will be sure to reach out to you directly.
  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: 03/23/2025

  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:

  Im rejecting the response because there is no resolution. I was charged incorrectly according to their staff on a recorded call, its past the 45 business days that they said it could possibly take to reverse the charge and they are just saying the same thing still. I still havent received my refund on something they should have never billed me for. What kind of research could possibly take longer than 45 BUSINESS days on a charge that they have admitted was incorrectly assessed? 

   

   

   

   

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

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

  Customer Answer

  Date: 03/27/2025

  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 keep my complaint open until there is a resolution. Asking me to be patient after waiting for 45 business days is insulting. I would like an explanation on WHY it is taking so long. Especially after telling people I spoke with that something was wrong because it doesnt take that long to reverse a charge that was incorrectly done.

   

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

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

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to *** ****** ****** complaints, 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 apologize to *** ****** ****** for the delay in resolving the issue.
  
  We can confirm that his case has been resolved, and an email was sent on March 27th with information and an update on the resolution of the case.
  
  If *** ****** ****** requires further assistance or any assistance, our help center team is available to assist him.
  
  We thank *** ****** ****** for his 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 
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 throught stub hub about 1 month in advance of a show. As I waited for that month I had 3 separate incidents where people hacked my account and purchased tickets with my card. I had to cancel and change my password repeatedly. Then 1 week before the show I got an alert I had sold my tickets. In a panic I called and they said somone sold them but that they would cancel the transaction and my tickets were safe. On the day of the show they inform me the tickets are gone and I no longer have them, as they were then taken from ticketmaster also. They informed me that my money would he refunded in ***** business days. 20 days later, I have no refund. I called them and now they say "it has been escalated" but now I have to wait 60 days for my money back and that I cannot talk to anyone else about it. Now when I call they just hang up on me over and over and refuse to help. Basically a criminal organization taking people's money and letting hackers do whatever they want with no recourse.

  Business Response

  Date: 03/21/2025

  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, our fraud team is currently reviewing the account. We understand *** ***** claims that are being made and rest assured we are working diligently to resolve. We will reach out to ******** if we need additional information while investigating this issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,  
  
  Sincerely,  
  ***** 
  StubHub Executive Customer Care
  
  
  

• Initial Complaint

  Date:03/17/2025

  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 two concert tickets for ********* at **************** Ma for 12/31/23. Concert rescheduled to 12/31/24 due to singer (****** Tylers inability to preform). Then the 12/31/24 concert cancelled due to Tylers inability again to preform. Youre cancelled/not to resume. I contacted StubHub, would not issue credit. I contacted My credit card company **********. They issue me a temporary credit, StubHub disputes claim and MCVS reinstates charge. I sent documentation certified mail to **** m, call them they read my file, issue a credit. StubHub denies. Its a cycle MCVS issues credit, it gets denied no one looks at my file and reads through it. When I call back **** says, services were not receivedAt this point StubHub appears to be a big conglomerate bully. It is national news ********* is no longer touring. Why not refund my credit card?

  Business Response

  Date: 03/22/2025

  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.
  
  Following my review of the complaint submitted by *************** I can see that her payment failed to process. She was notified of this on 9/14/24. I have resent the email providing instructions for resetting her payment. *** *********** will need to follow the directions provided for her payment to be reset.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely, 
  *****
  StubHub ***********************

• Initial Complaint

  Date:03/17/2025

  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 made a ticket sale on January 4, 2024 for a concert that took place in December 2024. Payment was to follow 5-8 days and my payment status showed as payment failed. I had reached out to customer support via phone, followed their steps and confirmed my bank deposit information to submit for retry on the payment. I was told that I would get an email letting me know when they would retry the payment (which I was quoted 7-14 business days because it was the holidays and that if I tried to reach out again I'd be placed by at the end of the queue). So I waited patiently and it is now March 2025 with no payment received nor has anyone reached out. I can no longer see what my payment status is - it seems to have been removed from the order details page where it used to be. I have just switched my bank information hoping this will somehow help with reprocessing the payment but I am having a lot of trouble getting through to anyone that will confirm that this will happen. I would really appreciate my money now. This is for order #*********

  Customer Answer

  Date: 03/20/2025

  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:03/17/2025

  Type:Customer Service 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 Tickets for a MArch 17 (today) ****** - ***** Game in early March. When trying to collect the tickets, they showed cancel. I started to engage with Stubhubs's customer service on 3/3 to ask to get my ticket or get a refund. Initally by phone, then over email. I followed up numerous times (5 times) and never received a satisfactory response (Vague "we are working on it, we have escalated") and as of today, the day of the event, I still don't have the tickets in possession nor I have a resolution. Tickets are ~300$ and it has cost me a lot of time going back with an incompetent or unwilling customer service.

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to *** ****** ***** complaint,BBB case #********* I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  In reviewing this complaint, our internal team confirmed that tickets were accepted at the email address we have on file for *** ****** We know that tickets were confirmed and accepted by the email provided. We are happy to further review if these details are inaccurate, but our system shows that tickets were accepted. At this time, no refund will be processed unless *** ***** can show proof that no tickets were delivered to him.
  
  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