ComplaintsforStubHub, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ************** football tickets on StubHub website for the ************** v ************* game for $138.41 order #*********. The seller was selling section 302 seat 23 and 24. So I purchased seat 23. Its said I will received the tickets within 24 hours which I never did. I emailed StubHub over a dozens time advising them that I had never received my ticket and contact the seller or refund me back my money since they have a fan protection guarantee but that never happened. I would like a refund on my credit card. And for the seller to be ban from selling tickets so no other person will be a victim like I were. I continued to email StubHub with no reply.

  Business response

  09/26/2024

  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 faced by *** ****** *******. 
  
  We can confirm that the refund for the order was made, and an email was sent today with the refund information and the timeframe.
  
  We regret the delay in resolving the problem, and we thank *** ****** ******* for her patience.
  
  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

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/16/24 looked into purchasing tickets from StubHub. After putting the information in I received a text Thanks for placing order ********* with Stubhub. To complete the order you placed for $274.38, please ***ly Y within the next 35 minutes. If you did not place this order ***ly *. within 10 minutes I ***lied with *. 10 minutes after the text I received an email that purchase went through and saw the pending charge on my bank account. I called **********************. They said they did not send that text and based upon their user policy the sale is final. I told them the text message appeared to be a confirmation for purchase like many companies provide. Ask them to void the charge since I ***lied * ***** the *** insisted text was from my bank after he visited with his supervisor I called my bank immediately and they did not send a text confirmation and if they had the * would have not made the purchase go through as I told StubHub. Called StubHub back (****** **** and they are still refusing to void the transaction and ask them why my personal phone number was sent out to someone they were not familiar with. That would be against their privacy policy. If it was from StubHub, (which *** on second call said it was) then why was it asking to confirm purchase. After visiting with StubHub and being on hold for more than two hours total, they told me I could only resale the tickets. Based on text message I refused confirmation of purchase so charge should never have gone through. I should not be required to resale a purchase I did not confirm. I Asked to talk to a supervisor to get this resolved, but *** put me on hold again to check with supervisor and after ********************************************************* back. I did record, with ***s *********** last call communication. **** said they should be able to void that day without any charge going through. I would like the charge to be voided.

  Business response

  09/26/2024

  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.  
  
  The order number event entered by ************** was cancelled, and ************** received an email today with information on how to receive a full refund for her order.
  
  We kindly ask ************** to follow the instructions provided.
  
  If ************** needs help, she can contact our customer service and we will be available to help her.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

  Customer response

  09/26/2024

  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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my tickets on 09/17/2024, I accepted my tickets on 09/13/2024 but they were never available for use. I called on 09/14/2024 and spoke with an agent, was told they would have my tickets to me within an hour. I went to the event and the tickets still were not available. After multiple calls and 2+hours I finally got the tickets and was able to enter the event. I missed my daughters pre game performance and half of the first quarter. This mistake was solely the responsibility of StubHub. I asked for a partial refund of just the fees ($91.84) applied by StubHub and was told they don't do that. Another message from a representative stated that they understood why I was up but still would not offer any compensation for their mistakes.

  Business response

  09/26/2024

  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 understand *** ****** ********** complaint and can confirm that the case will be fully investigated. We will provide an update to *** ****** ******** as soon as possible.
  
  We can also confirm that the entire process was carried out within our terms and conditions, with *** ****** ******** receiving the alternative tickets that were offered, and having access to the event.
  
  At this time, we kindly ask that *** ****** ******** wait for an update that will be sent by email. We appreciate *** ****** ********** patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket through Stub Hub payed 177 dollars through electronic transfer. The concert was canceled and rescheduled and I was unable to attend placed the ticket on their site to sell and i followed all the emails and made several calls and they said I would not get my money till after the concert. Did not get money but was charged 224 for the same ticket. I called and was told my case was escalated and wait till sept 12 money would be returned well it was not called Sept 16 for them to hang up on me. I want my money back. I feel this site is a scam and I want to be refunded the money the wait is 17 in the queue probably all the people that they scammed looking for their money. I will just keep calling till someone talks to me and the person tonight is Gab and he placed me on hold and then hung up on me.

  Business response

  09/26/2024

  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 *** ***** ****** is linked to an order of one ticket sold for which we did not receive confirmation of the ticket transfer. The event associated with this order was rescheduled, not canceled. To resolve this issue or further investigate, *** ***** ****** 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 is provided, we will be able to investigate the 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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased good tickets to a concert and the seller sent me crappy ones, probably a scam or fraud. I reported this to stuhub and they have yet to help even though I sent the tickets back as they requested. I ended up contesting the fraud with my credit card company but it would be easier if they just refunded my money rather than battle this out with the card. I have all documentation to show StubHub gave me tickets I didn't order in seats way worse than I ordered.

  Business response

  09/26/2024

  Thank you for the opportunity to respond to *** ***** ******* complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
    
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller. 
    
  In reviewing *** ********* complaint, I can confirm that his case has been escalated to the relevant department. We will reach out to him as soon as possible regarding this matter.

  We apologize for his experience and for the delay in resolving this issue. Please be assured that we are committed to addressing this matter promptly.
  
  
  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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday, 10 October 2023 I purchased 4 concert tickets for September 30, 2024 for ************** concert at the **********************, *** I paid $603.85 for these tickets and still have not received them. When I purchased the tickets, I used a work email that I now no longer have access to. I have contacted StubHub seven (7) different times through their chat and via phone to request my tickets. According to their representatives, the tickets were sent to this old work email and the "ticket seller" is "unable" to send them to my current email that I have access to. They said I needed to contact AXS (the company with the app where the tickets should be) because AXS said the ticket transfer was complete. I contacted AXS (on 9/16/24) and they sent me an email saying they have no record of ever receiving the tickets and I need to contact StubHub to ask them to have them resent. I contacted StubHub again today (9/16/24) and ********* said that the ticket seller cannot resend them (I don't understand why). I speak to a different representative every time I call and they refuse to escalate my call to a supervisor. They said they just can't help me. I just want my tickets sent to my current email so i can attend the show week after next.StubHub has a guarantee as follows: "You are covered by the FanProtect Guarantee StubHub ensures you get valid tickets to any event or your money back." I want my valid tickets.

  Customer response

  09/19/2024

  Better Business Bureau:
  
  RE: complaint ID ********

  This issue was resolved through the company ***. They were able to link the email address I no longer have access to with my current email address. I have received the concert tickets for the event on Sept 30, 2024. ********* at StubHub did provide me with the *** Ticket Transfer Complete document, which I shared with *** to help resolve the issue. 

  No further communication is necessary.

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

  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to sell a ticket on the StubHub website. I couldn't go see **** ****** in ********* ** on 9/8/2024. Saturday 9/7/2024 I listed my ticket on the StubHub website. Nothing was working on their site, I didn't see the my listing I just posted. Fast forward to an hour later. I try again a couple of times and see that now I have multiple listings for my ticket. No email was sent to me by StubHub stating that my listing was posted let along is was being duplicated multiple times in their system. I did receive an email shortly after stating my ticket was being sold and that I need to transfer the ticket to complete the sale. After numerus attempts to transfer my ticket I was unable too. Never even got an email regarding the fact that I wasn't able to transfer my ticket. That Sunday 9/8/2024 I get multiple emails stating that my sales weren't finalized and I am getting charged for them. 4 separate charges were charged to my Debt Card. Two charges in the amount of $224, another for $225 and another for $250. No I understand StubHub has their rules and all sales final. However, I couldn't transfer my ticket to complete the sale due to technical issues on their website. I shouldn't be penalized for something that was out of my control. Their website was glitchy, I never received emails but yet they took all my money.

  Business response

  09/26/2024

  Thank you for the opportunity to respond to *** ******* ********* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.  
  
  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 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. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer response

  09/26/2024

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

  I have attached some screenshots. One being the error message while trying to transfer my ticket. All the money they took out of my account for one sale at different amounts. If I'm unable to upload the ticket using their site how am I able to complete the sale? It's not like I purposely screwed this person out of a ticket I wanted to sell my ticket instead I get blindly robbed... I understand their policies but what they have to understand is that I shouldn't be held accountable for their error. 

   

   

   

   

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

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

  Business response

  10/03/2024

  Thank you for the opportunity to respond to *** ******* ********* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they 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 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 ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not filled with valid tickets, the buyer's 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, she failed to deliver the tickets to her buyer as listed. As per our User Agreement and FanProtect Guarantee, StubHub was required to resolve the issue with her buyer. Consequently, *** ******* ********* was not paid for the transaction (as the tickets were not delivered) and was held liable for 100% of the costs we incurred, in accordance with the sellers policies, which she agreed to when listing her tickets for sale. The charge *** ******* ********* 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 response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me at all. However, based on StubHubs response twice, repeating what they said and not even trying to resolve the issue. It looks like I'll never get my money back so I have no choice but except their response. 
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -StubHub charged my account for a total of $392.00 without my authorization and consent as a consumer -StubHub has committed fraud and I demand that StubHub reimburse me $392.00 as compensated that is owed to me as a consumer. -If StubHub is unable to resole my issue timely, additional complaints will follow from additional regulators - CFPB, ************************* and the Delaware Division of Professional Regulation .

  Business response

  09/26/2024

  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.  
  
  The contact information provided by *** ****** ***** in this complaint does not link to an affiliated account/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. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 13, 2024, I encountered an unauthorized transaction where my debit card was fraudulently charged, though I did not make any payment. The transaction amount was $667. Despite reporting the issue to my bank and explaining to the business that my card was compromised, the business has refused to issue a refund. This has caused me significant inconvenience and financial loss. I hope this matter can be resolved quickly, and I am requesting that the business refund the amount to my original payment method. I expect the business to take this issue seriously and address it promptly.

  Business response

  09/26/2024

  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.  
  
  At this time we will open an investigation to investigate ***** ****** problem, and as soon as we have an update we will contact him.
  
  A specialized team will investigate ***** ****** account.
  
  Please note that we cannot provide any refunds until the account is investigated, and at this time we only ask that ***** **** wait for our response.
  
  We thank ***** **** for the patience while we investigated.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 tickets for the Usher concert on stubhub in Febrary 2024. I decided not to attend because I am 7 months pregnant, so i listed my tickets for sale on stubhub. When I got notified that I have buyers, I called stubhub for help on sending my tickets to the buyers. I called them over 10 times in 2 weeks to get help on the orders and they kept telling me "your case has been escalated" and we will contact you when they found a resolution. Not only did they never contacted me, they told me I had another listing of the same tickets back in March. I screen shotted my listing and sent it to them and they said it could've been a tech issue and they will "escalate it". I called multiple times to check on the status of the "tech issue", which was never escalated. They told me it was my fault because i listed the tickets wrong. Fast forward, i called multiple times to talk to a supervisor, twice they told me they don't have a supervisor around. third time, the agent had me on hold for over an hour so i hung up and called again. 4th time, i finally got a hold of a supervisor. I explained the situation to him and he told me its their policy that i have to pay for the cancellation fee. It is only when i told him i have a recording and an email from one of the agents i spoke to that he guarantees my cancellation refund, the supervisor told me he will give me a one time courtesy of refunding me the cancellation fee. fast forward again, they still charged me for the cancellation fee, so i emailed them about the refund. They said "your case is being escalated and we will keep you updated." that was last week. I contacted them again on friday, 9/13 and they gave me the same response about it being escalated and will contact me for updates. I just want my refund and to stop contacting stubhub for "updates" when they never contact me to update me on anything.

  Business response

  09/26/2024

  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. 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 ********************************   
  
  
  In researching *** ***** ******* complaint, I can confirm that ***** ****** was contacted directly, and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
   ******* *. 
  StubHub Executive Customer Care  

*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. ↩