Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/24/2023

  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 a ticket in the official stubhub website, many times before i did it without any problems, This time i never got the ticket and they charged my account. Paypal is not help and stubhub either i been contacting them right after i bought the ticket and didn't receive it. No answer form nobody i need help.

  Business Response

  Date: 09/27/2023

  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.
  
  In reviewing ******* **** ***** case, I was able to locate the transaction that they cited. In the process, I saw that the Buyer did contact us about the order and identified their account using the email address listed here, which does not have any associated transactions. This is due to the user unfortunately having duplicate accounts, the one with the Buyers purchase having an invalid email address. We have contacted the Buyer to resolve the issue and help them receive their order information and tickets when ready.
  
  Thank you for the opportunity to provide specific about StubHub.
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 09/28/2023

  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 don't have duplicate emails and i still not received ANY tickets so no this answer is NOT acceptable

   

   

   

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

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

  Business Response

  Date: 09/30/2023

  Thank you for the opportunity to respond to *** ******* **** ***** **********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.When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets. 
  
  In researching ******** ********** I can confirm that she purchased tickets for the event ********************* on 02-Nov-2023 8:00 PM (Local).When she placed her order she misspelled her email, she put .con instead of .com. This is why she cannot locate her purchase in her account, due to the typo. We cannot update the email for ************ because her account was deactivated for a User Agreement violation when she disputed the charge for her tickets with their financial institution. Once ************ closes her dispute, we can help her change her email and our Trust and ***************** will reactivate her account. Once we have received confirmation the dispute has been closed, ************ will receive an update letting her know she can access her account and her tickets. 
  
  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

  Date:09/23/2023

  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.

  Tickets for a show were bought 21 days in advance. we drove 6hrs, 2 nights in a hotel, $200 in money for gas, etc.We are arrive on Friday and dont have tickets for the show!!! NONE. NOWHERE. No email. No phone call. No contact whatsoever.

  Business Response

  Date: 09/27/2023

  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 ******* to sports, concert,theater, and other live entertainment events. We do not own any of the ******* listed on our site. When buyers place an order for *******, 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 FanProtectGuarantee for buyers notes, You will get your ******* in time for the event. Your ******* will be valid for entry. Your ******* 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 ******* 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 ******* 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 ******************************************* 

  
  In reviewing our records, *************** purchased ******* on 02-Sep-2023. Her seller had an expected arrival date of when they would receive their ******* from the primary ticket issuer. As a result of this information, the expected arrival date was set for 23-Sep-2023. However,*** ******* seller received the ******* earlier than the expected delivery date and delivered the ******* to **************** on 02-Sep-2023 at 12:25 PM (Pacific Time), 22 days before the concert.
  
  We provided **************** with an email notifying her of the delivery of her ******* on 02-Sep-2023. We also sent a follow-up email to **************** on the same day with details on how to locate and accept her *******. On 20-Sep-2023, we sent another follow up email to **************** to enjoy the event and instructions on how to resell her ******* should she not be able to attend.
  
  When **************** contacted our *************************** on the day of the event, 23-Sep-2023 at 3:38 PM (Pacific Time), concerning the delivery status of her order, she was advised thar her seller had already shipped her *******. Our service team attempted to help her locate her *******, but were unsuccessful. **************** was then advised her order was covered by our FanProtect Guarantee. Our Guarantee outlines that if she has any issues receiving her *******, we will try to find her comparable or better ******* to the event or offer her a refund. Again, the seller of ********** ******* did fulfill the order before the expected arrival date,but **************** did not find the email to claim her *******. As a result, StubHub took immediate action and forwarded **************** a link to select comparable replacement ******* per our FanProtect Guarantee.
  
  Unfortunately, **************** was not able to find replacement ******* and elected to be refunded. While we apologize for any inconvenience incurred to **************** on this order, ultimately *************** did not contact us to help her find her ******* after their delivery.This limited our ability to troubleshoot and locate where the ticket transfer was inside of her email. Furthermore, we cannot provide **************** with any additional compensation. StubHub does not cover any amounts associated with outside expenses. We cannot cover the cost of hotels, flights, food or gas expenses. We have provided **************** with all the compensation we can offer.
  
  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

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought *** ticket for my boys and they don't want to go. So I called STUBHub customer service to cancel it since I just placed an order. They said I cannot get refunded as I used their service and that I have to sell it online. They charged me extra money for their service. This is fraud and a scammed website where they take advantage of people. I am sure you might have received numerous compliant against this online company. Please do something so that people will not fall under their prey. I am a single mother and I bought this tickets for my son's birthday by saving every ***** for this and this company scammed it.

  Business Response

  Date: 09/26/2023

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement can be found on our website at ******************************** 
  
  Per our User Agreement, it is noted, You are responsible for reading the complete listing before making a commitment to buy tickets.When placing an order, you are 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. 
  
  In reviewing ************** order, I can see that this is a valid order. The policies which ************ agreed to at the time of her purchase state that all sales on the StubHub platform are final. We are obligated to pay her seller on this transaction for the amount which ************ agreed to at the time of her purchase. As such, given that this is a valid order we are not able to offer ************ a refund or any other form of compensation on this transaction. If ************ is no longer willing or able to attend this event her singular option is to relist her tickets for sale.
  
  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:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed tickets for sale with StubHub StubHub created several listings for the same tickets and tried to sell tickets multiple times. They then tried to charge me for their air saying I did not deliver tickets that I never listed for sale. I contacted StubHub they told me they were going to rectify the situation and it was their air. They then proceeded to charge my account for all the errors they made and have not paid me for the tickets I sold. They owe me $225 and have not paid and keep saying they are going to escalate the situation this has been happening for weeks And no resolution

  Business Response

  Date: 09/27/2023

  Thank you for the opportunity to respond to ************************* complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable of 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 can be found on our website at ******************************** 
  
  I sincerely apologize for *** ********** experience with this order. I have reversed the relevant charges, ********************** will receive a payment to reverse the applicable charges within 7 business days.
  
  Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
  
  Sincerely,   
  **** **
  StubHub ***********************

• Initial Complaint

  Date:09/22/2023

  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 from stubhub for ******** football vs louisville on september 29. Tickets were not delivered and stubhub will not refund my money

  Business Response

  Date: 09/26/2023

  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, 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. A copy of our User Agreement may be found at ******************************************* 
  
  Ive reviewed the Buyers case and show that the tickets were marked as having been transferred.Subsequently, ************** contacted our support team to report that although the order showed as having been completed, he could not find an email from his Seller to accept his tickets. Following this report, we escalated his case to a specialized team to contact the Seller and have the tickets retransferred rather than cancel the sale and penalize the Seller. I show that on September 24th, the Seller retransferred the tickets and submitted proof to our team showing that the sale has been completed. With this being the case, were not able to submit a refund for the order currently.  
  
  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:09/22/2023

  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 a parking pass on for the Sept 16th Florida vs Tennessee game. Total paid with fees was $******. I parked according to the pass requirements; however, my car got booted and I had to pay $80.50. I tried calling the customer service number on the parking pass at the time I found the boot, but the number had a recording that "no-one can help you at this number." Luckily, I saw the boot before the game, so I was able to have it removed, but then had to pay $60 when I found a legal parking spot. The parking pass sold to me by StubHub was a scam. I contacted them several times via email and on the phone. I was told the parking pass would be refunded for ****** and I would receive an email within 24 hours. I never received the email nor I have received a refund. I also requested that the $80.50 be paid as it was not my fault. For that request I was told they would not cover it, then I was put on hold for over 15 minutes and then the call was cut off. I emailed then at that time because I did not have time to keep calling them, waiting for over 20 minutes to get through, then be put on hold several time for over 15 minutes each time. StubHub has copies of my pass and the invoice for the boot removal. There should be no issues in refunding my money and paying for the boot removal.

  Business Response

  Date: 09/24/2023

  Thank you for the opportunity to respond to ************************ complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. 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 ******************************************* 
  
  In reviewing *** ******* complaint, I can see that the referenced refund was processed to **************** on September 23rd. We sincerely apologize for *** ******* experience and have taken the necessary steps to prevent the issue from re-occurring. We are not able to offer **************** compensation for purchases which are not made through StubHub and as such can not offer her compensation for the cost of the parking boot removal.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  **** **
  StubHub ***********************

  Customer Answer

  Date: 09/25/2023

  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:

  While I did just receive a refund for the ticket, I should be compensated the $80.50 for the boot.   I would not have had that charge if it was not for being sold a scam parking ticket.  I did not ask for reimbursement for what I had to pay at another place to park because I would have had to pay for parking either way; however, I would not have had to pay for a boot removal.  If StubHub states they guarantee what they sell, then they should also guarantee the costs the consumer incurs due to a fraudulent sale.

   

   

   

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

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

  Business Response

  Date: 09/28/2023

  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.
  
  As stated in the previous response, while we sincerely apologize for *** ******* complaint we are not able to offer her further compensation beyond the refund which she has received, nor can we compensate her for the cost of a parking boot removal.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  **** **
  StubHub ***********************

  Customer Answer

  Date: 09/29/2023

  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:

  Stub-Hub has not compensated me for extra costs of $80.50 incurred due them selling me a scam parking ticket. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/22/2023

  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.

  We bought tickets for ******************* concert for 9/9 in ********* which was cancelled then rescheduled until *****. We live in Ventura and can't afford to go to ***** again. ******** team said they would refund but Stubhub said we had to relist and they would waive service fee. When I tried to relist, they stated they couldn't waive the fee because I bought them under guest account rather than my regular account which I was not even aware that I had two accounts much less the difference. They refuse to waive the fee of $80. I haven't even been able to sell the tickets to recoup my money and they said if I don't resell I lose all my funds.#1. I want the service fee waived #2 If my tickets don't sell, I want them refunded I spent two hours on the phone with them and spoke to 4 different people - each one telling me they could help but the last one said no. This seems like a very easy solution but they refuse to provide any customer service. When I am paying 30% service fees for the original tickets you would think they would at least nit add insult to injury by charging more money to relist a cancelled concert.

  Business Response

  Date: 09/27/2023

  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 might help to explain that StubHub is a secondary ticket marketplace website 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. A copy of our User Agreement may be found at ******************************************* *
  
  In researching ***************************** purchase, I can confirm that her event has been rescheduled by the event organizers. Their tickets will be valid for entry on the new date as has been confirmed by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit.If a user is unable to attend a rescheduled event, their sole option is to relist their tickets for sale as they are not eligible to receive a refund for their transaction. Reviewing the Buyers contact with our support team members, she was correctly advised that if she purchases tickets using her StubHub account and relists them using our one-click relist feature, selling fees are waived automatically: However, if the tickets are listed using a separate account, as I see the Buyer has done, selling fees are not waived automatically. Notwithstanding,the user IS *********** be reimbursed for her selling fees if the tickets sell.The listing the user created on September 21st has been noted as being re-listed from a previous purchase, and we encourage ***************************** to contact our support team if she needs assistance if her tickets sell.
  
  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 ***********************

  Customer Answer

  Date: 10/02/2023

  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:

  Although stubhub states they will not charge a resisting fee, which they did, they do not make you aware that your listing will not be viewed by the ticket buyers because the recommended seats button is activated and buyers would have to be aware to invoice thst button in order to see your Re listing.  In other words, your relisted tickets are NOT viewable.  This is mishearing when stubhub makes it sound like they are genuinely trying to help you sell tickets to a cancelled or rescheduled show.  

   

   

   

   

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

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

  Customer Answer

  Date: 10/05/2023

  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:

  Stubhub does not make it clear before purchasing a ticket that tickets relisted make not appear due to their algorithm.

  They can respond with all their legalese but that should not relieve them if their duty to be transparent. 
  

  I will never use stubhub again for purchasing tickets due to their embedded small print that basically leaves every ticket holder subject to their unfavorable and less than forthcoming terms.  
  

  Stubhub should be thoroughly investigated.

   

   

   

   

   

   

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

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

  Business Response

  Date: 11/04/2023

  Thank you for the opportunity to respond to *************************-Batescomplaint, BBB case # ********. 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, 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. A copy of our User Agreement may be found at ******************************************** 
  
  In researching ***************************** purchase, we once again cannot change the recommended seats feature of our website. Suggested tickets are chosen based on section, row, extra features, restrictions, and the lowest price set for the selected quantity. Our system automatically recommends seats for customers based on their selections. We greatly appreciate sellers like ***************************** as they are integral to the operation of StubHub. Our marketplace relies on fan-to-fan interactions, accommodating a range of sellers from individuals with spare tickets to professional brokers. We value each of their contributions equally as our platform thrives when they do.

  
  I apologize for any inconvenience ***************************** may have experienced, and I hope she will consider using our services again in the future. If there are any questions or further assistance needed, please do not hesitate to reach out. Her satisfaction is important to us.
  
  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:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we bought tickets worth ***** dollars for a concert. my family flew in from *****. once we got to the concert we realized ****** sold ** fake tickets. we called stubhub and they told us to buy new tickets. we paid another ***** dollars for new tickets and missed half of the show.we contacted stuhub after for a refund, which they promised, and we have emails from them confirming a full refund.Stubhub continues to tell us that there system isnt updated and cant provide us with a refund. our banks, have emailed stubhub providing them proof of the charge, because at first they said thats all they needed. Once our bank, and ourselves submitted proof, they started telling us, that there system doesnt update. on sept 6th we provided the proof that they need. since then there systems apparently havent updated, and they have taken our ***** dollars.

  Business Response

  Date: 09/26/2023

  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. When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets. 
    
  In researching *************** complaint, I can confirm that she disputed the charge for her tickets with their financial institution. Our Trust and ***************** is currently awaiting confirmation from her financial institution to confirm the chargeback has been dropped. *************************** will receive an update once we receive notification from her financial institute. 
    
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.  
   
  Sincerely, 
    *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 09/27/2023

  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]

  Our bank institution has provided proof to stubhub about the charge being dropped and confirmed the case was closed since 9/6. Our financial institution has also sent proof to stubhub that the charge was dropped, and we have email confirmation from stubhub that it was received. 
  

  Stubhub is now blaming their system and saying it does not update, so they cant refund us until allegedly their system updates. Please keep in mind we first started to talk with Stubhub on 8/14 and their system hasnt updated ever since, which sounds very strange. 
  

  Stubhub also didnt follow their own policy when we found out our tickets were fake as they kept saying there werent any tickets available for them to give us, which was a lie as there were plenty of same or greater value (ex. The ones the had us buy as - conveniently- that was the only solution to get new tickets). 

   To easily explain, its as if you go buy groceries, and the clerk says to you I will keep your groceries and your money.  You try and get your money back but they say No! So you call your bank and dispute it. 
  then the grocery story calls you and says Hey drop the claim with your bank and we will give you your money. So we drop the dispute with our bank, and the bank not only sends us the proof that it is completely dropped and dropped from their system as well but send it to the grocery store too, and they confirm. 
  

  then the grocery store goes, okay well our system doesnt update. sorry still not giving you your money back 

  even though the bank and everyone involved provided proof of this dropped charge back.

  Of course their system doesnt update, because then they dont have to refund anyone. 
  

  think about it, what company has a system that doesnt update for months? What company would have a system like that? A company that prefers to steal from their customers. 

   

   

   

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

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

  Customer Answer

  Date: 10/28/2023

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

  The screenshots that we provided prove that PayPal closed their case not in our favor. That was the proof you guys needed to update the status on your end. We never received and will not receive a refund from PayPal sadly, I wish it was that easy. A simple call to PayPal claim department from your end will prove this as well,  but you dont want to do that because then you would have to actually refund us as promised. 
  

   

   

   

   

   

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

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

  Business Response

  Date: 11/04/2023

  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. When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets. 
    
  In researching *** ******** complaint, I can confirm that she disputed the charge for her tickets with their financial institution and that dispute is still active and open. I have reached out to our team who deals with these claims, and they have confirmed the dispute is still open. We are currently awaiting confirmation from her financial institution that the chargeback has been dropped. We've fought the chargeback and now PayPal is reviewing the evidence and they will work with *** ******** bank for a final resolution. So the chargeback will remain open until a resolution is reached.
    
  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

  Date:09/22/2023

  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.

  OrderID # ********* The listing was not showing up on my stubhub account on the morning of 8/24/23. This has since been confirmed by a recorded call by a stubhub agent that it was a glitch showing as expired.I listed the exact same tickets again since listing was expired under order *********. Stubhub sold the expired listing for $1575 instead of the new listing at $2100.They since said Id be charged a fee for the second sale even though it was their systems fault this happened. Now they are refusing to pay me the $1575. On 9/1 stubhub called me to tell me I wouldnt be charged the $2100 and Id be issued my $1575. Ive sent them a screenshot of the call.They are holding my payment ******. When I call the agents refuse to transfer me to a supervisor or provide their names.*** contacted them via phone and ******* and they havent released my funds. They owe me $1575 or $2100 and no cancel fee.

  Business Response

  Date: 09/27/2023

  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 *************** 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 

• Initial Complaint

  Date:09/22/2023

  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.

  As part of another resolution with Stubhub, I received a voucher of $87 to be used on a future purchase. On September 8, 2023, I purchased tickets for around $400 and attempted to use my voucher. I was not given the opportunity to use the voucher. When I called Stubhub's support line, I was told that I could not apply the credit now since I had already purchased the tickets (moments before). The credit was associated with my stubhub account, but I needed to purchase the tickets as a "guest" to have access to the voucher. I asked to speak to a supervisor. No one came on the line, nor has anyone answered my inquiries or returned my emails/calls. I would like the $87 credited to my purchase.

  Business Response

  Date: 09/24/2023

  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 might help to explain that StubHub is a secondary ticket marketplace website 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. A copy of our User Agreement may be found at *******************************************
  
  In reviewing the order affiliated with this complaint, I see that that the Buyer was provided the voucher as part of an issue associated with a previous order made on a guest account. After being sent the voucher, **************** added the voucher normally to his guest account for later use. Following this issue, the **************** used a registered StubHub account, which naturally would not have access to a discount associated with the guest account. Therefore, while making the most recent purchase, the coupon code would not have appeared on the checkout screen for him to try to use:However, it would be available if accessing the guest account where the coupon was added. I can confirm that the voucher that the customer cited has been removed from the guest account and a partial credit has been applied to the Buyers recent order of the equivalent value. The customer has been emailed on this and should allow 5-8 business days for processing.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  
  ******************
  StubHub ***********************