Complaints

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

• Initial Complaint

  Date:08/04/2023

  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 placed original sale listing on Stubhub for 2 tickets to 7/28/23 ******************* show in *****, ** on 7/20/23 (listing ID **********), received a confirm email of listing. At 10:00 a.m. 7/26/23, listing was no longer available. I found no info on listing so I listed the tickets for sale again. (Listing ID **********). Again, I received confirm email. At 11:15 listing not live so I again listed the same two tickets (Listing ID **********) and received confirm email. NEVER RECEIVED ANY INDICATION that any of these tickets sold. At 4:30 p.m. I discovered I sold the same tickets three times on 7/26/23, at 12:28 AM, 10:30 AM and 5:05 PM. I immediately called customer service and while on hold found that the three sales had gone to Spam. The sales were Order #s *********, *********, and *********. I processed the first sale #*********, recd email confirmation.First rep was helpful and processed the duplicate sales of #s *********, *********. He wrote notes indicating I called immediately and had inadvertently listed the same tickets 3 times for second level person would see. On 7/27, I again called as recd email cancel of Order # ********* and 2nd email for charge of $369. I had no info via email concerning Order #*********. The second rep I spoke with was awful and nasty - horrible customer service. On 7/28 recd email Order #********* was finally cancelled and 2nd email for charge of ****** plus ***** withheld from future sale.8/3/23 recd email Order # *********, payment processed, charges on Order #*********, ********* were deducted. Also credit card charge for Order #*********. I have been charged an additional $756 for uninformative, horrible website, app and customer service. It is clear I made an honest mistake and was not trying to scam/sell fraudulent tickets. I immediately contacted Stub Hub when I realized what had happened. I want a total reversal of charge on my credit card and refund of money withheld from sale.

  Business Response

  Date: 08/11/2023

  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 

  Customer Answer

  Date: 08/15/2023

  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.  I would note to future sellers to be very careful when listing tickets for sale as even the customer service resolution person acknowledges that it is difficult to maneuver.  Be sure to call their customer service if your listing "disappears" as mine did.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/04/2023

  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 the ***** show on September 22, 2023. They were sold on Sunday May 28, 2023. The tickets were immediately sent to the buyer and after several weeks, they were not claimed by the buyer. When doing my own due diligence, I realized that the tickets I sent were for another date. I cancelled the sale and contacted Stubhub immediately. They said there may be a fine to replace comparable tickets. I put the tickets up for resale once again, with the correct date, and they sold on July 18th which sold for $1710. On August 4, 2023, I received an email from Ticketmaster saying that I am being fined $1710 for the sale that did not go through. There is no explanation as to how this number matches my sales price identically. I have seen ticket prices for the event that I accidentally sold a ticket for and the price is nowhere near the original purchase price + the $1710 fee associated with the transaction. This is saying replacement value is over $3400 for the two tickets which is not accurate. As of this writing, less than 2 hours of receiving my letter from stubhub, comparable tickets are $900.

  Business Response

  Date: 08/11/2023

  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 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 polices. A copy of our User Agreement can be found on our website at ********************************  
   
  In reference to ********************* complaint, when the tickets in question were sold on 28-May-23, a confirmation email was sent immediately notifying ******************* of the sale. ************** is responsible for delivering the exact tickets as listed on time and as promised, or your sale may be canceled. StubHub reserves the right to charge you fees and other charges to remedy any resulting ticket issues. Please refer to our seller policies and user agreement for more info regarding consequences. Since the tickets were not listed correctly and not shipped, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, ******************* was not paid for the order (he did not deliver the tickets) and he was charged the 100% fee for nonfulfillment. 
      
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know. 
    
  Sincerely, 
    
  *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 08/11/2023

  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:

  When I contacted Stubhub to see my options, the only option that I was told was to cancel the tickets. Upon further investigation, there are other options that could have been given to resolve the mistake of selling a ticket for the wrong date. Because these other options were not given, I am being charged $1700 for the mistake. 

   

   

   

   

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

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

  Customer Answer

  Date: 08/18/2023

  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:

  it is the same response, just copied and pasted, a second time. 

   

   

   

   

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

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

  Business Response

  Date: 08/28/2023

  Regarding the complaint submitted by *******************:
  
  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.
  
  While I can see that ************** does not feel he should be charged, the penalty applied to his sale was per the terms of the User Agreement and our Seller Policies. I can see that our team members explained this to ************** when he contacted us previously since this is the reason that a penalty was applied to his transaction and payment withheld. Since ************** did not complete his sale as required, the penalty is valid and we are not able to make any changes to his account regarding this issue.
  
  If I can be of further assistance, please let me know.
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

• Initial Complaint

  Date:08/03/2023

  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.

  On January 18, 2023, I put my *********************** ticket up for resale on Stub Hub. I kept checking the website by signing in to my account to see if it sold but there was nothing there. So, on May 9th, I lowered the price, and it sold May 15th. After selling it, I received an email notification that it sold so I went to website and fulfilled the sale by sending the tickets to the buyer. After the second one was delivered it all of a sudden showed that it had actually sold April 8th. I had not recd an email on April 8th as it went to spam and there was no notification or confirmation on my account on the website before May 15th about the first sale. Now Stub Hub says because I tried to sell it twice, they do not have to give me any money from the sale of my ticket. We have now called 6 times to work through this scam with customer service and they finally claimed to do a one time courtesy reversal and give me half the amount owed me - $769.50. I am still owed $769.50. Stub Hub and their online system is set up to keep clients in the dark, penalize them for Stub Hub lack of communication, and fraudulently keep their money.

  Business Response

  Date: 08/08/2023

  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. 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 ********************************
  
  Seller responsibilities when listing and selling tickets on our site are addressed in Section 2 of our Seller Polices, which states:
  
  Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for,or refunding the buyer and/or a fixed admin fee, or you may be subject to other consequences specified in these Seller Polices and Clause 19 of this User Agreement.
  
  Our Seller Policies also recommends sellers manage their listings and sales closely, explaining: You are free to modify or delete your listing at any time before a sale is completed between you and buyer. But keep in mind that by listing a ticket for sale on our Site, you are making a binding offer to sell that ticket to a buyer who purchases the ticket for the price you have specified. When a buyer accepts your offer by purchasing your ticket, you are contractually bound to supply that exact ticket for the specified price and within the required delivery timeframe.
  
  In reviewing this transaction, I can confirm the following: The Seller, ************,listed their ticket multiple times on our website; first on January 18th,2023 and again on May 9th, nearly four months later. Their first listing sold on April 8th, 2023 and we sent him an email as a courtesy confirming the sale about five minutes later. The second sale did not occur until May 15th, 37 days later. At this time, we also sent him a confirmation email as a courtesy. The April 8th sale was cancelled because ************ did not fulfill the 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 his tickets correctly and fulfilling his orders as listed. The charge they have received is valid and cannot be reversed nor reduced.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 09/19/2023

  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:

  To whom it may concern,
  Stub Hub response did not resolve our complaint. We would like to respond to Stub Hub’s response. We have also sent a formal complaint to Stub Hub via certified mail and will be seeking arbitration.
  If possible, please reopen this complaint and allow us to respond.
  Thank you,
  **** ****   

   

   

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

  
  Sincerely,
  
  **** ****  
  
  
  
   
  

• Initial Complaint

  Date:08/03/2023

  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 attempted to buy specific tickets on StubHub (a ticket market place.) Stubhub was unable to deliver the specific or comparable tickets to those that I ordered as required by their FanProtect Guarantee terms and conditions. I have email proof from a StubHub representative that I did not choose replacement tickets that were not comparable. (#6 below) and proof that I was offered a refund. They claimed after numerous hours of discussion I had chosen other tickets as an alternative and therefore was ineligible for a refund which is untrue. I did not chose other tickets. After escalating to a supervisor they said they would review the audio call logs to understand if it is a customer service error and call back to issue a refund. They never called back, so I must request a chargeback for a refund. Here is a summary with screenshots: ***********************************************************************************************************************************

  Business Response

  Date: 08/07/2023

  Thank you for the opportunity to respond to Mrs. ****************** 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,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 was able to see that **************** did accept the replacement tickets which she received.As such, she is not entitled to receive a refund or any other form of compensation as she has been appropriately compensated with replacement tickets according to the FanProtect guarantee and policies which she agreed to at the time of her purchase. 
  
  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:08/03/2023

  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.

  This complaint involves Stubhub, my order number being ********* on May 15th, 2023 involving grand stand tickets for the Dutch Grand Prix final on Sunday August 27, 2023 in *******. When I was ordering these tickets online, their website indicated that the tickets would be available by August 20, 2023. I therefore bought my international airfare (US-Holland) for August 22, 2023 first (to ensure tickets in hand before travel) then finalized the transaction with stubhub within the hour. When I got my email receipt, the receipt indicated that the tickets would instead be available on August 25, five days later than advertised immediately prior to credit card payment was made, and also three days after my travel to attend the event.It appears that the actual tickets for the Dutch Grand Prix are available and Stubhub is filling orders (that is, offered seats are being crossed-out on their website). I would like your assistance on compelling Stubhub to fill my ticket order asap due to travel. Currently, their business practice has the appearance of me providing them with an approximately $1,600 interest free loan for 3 months by not filling my ticket order shortly after purchase, which was two months ago at this point.Thank you for your assistance in advance

  Business Response

  Date: 08/11/2023

  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 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 Dutch F1 GP 2023 Sunday noted in his complaint, the seller listed the tickets correctly with the delivery date noted as 08/25/2023. 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, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly. If **************** is unable to attend this event he does have the sole option to relist these ticket(s) on our site.
  
  Thank you for the opportunity to provide specific information regarding this issue. If I can be of further assistance, please let me know. 
    
  Sincerely, 
    
  *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 08/12/2023

  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]

  What Stubhub (*****) is not accounting for is that the order screen when the tickets were purchased indicated that I would get my tickets on 8/20. As such, I bought the tickets and booked my international airfare from ***-AMS for the following day. When I received their confirmation email for my order, the receipt date was suddenly 8/25. That is unacceptable, and there is nothing on the ordering page that indicates they have to have a confab with the seller to agree on a date, which may be later that what was promised on the order screen. This is a gift for my son and I am not flying ***** miles from ********** to ********* without receiving the tickets on the date the order screen indicated. That date was 8/20. I do not appreciate the bait and switch on dates. So give me my tickets on 8/20 as originally advertised. Even earlier would be better.  Thank you.

   

   

   

   

   

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

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

  Business Response

  Date: 08/16/2023

  Regarding the complaint submitted by ***********************, case number ********:
  
  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 ******************************** also does not privately consult with sellers after a transaction is created to adjust the expected delivery date on orders, and these dates are selected by the sellers based on when they project theyll be able to deliver their tickets, directly influenced by limitations that *** be imposed by event organizers on authorized resellers.
  
  Often, sellers will deliver their tickets long before the exact expected delivery time: However, via our User Agreement, we cannot mandate sellers to deliver their tickets earlier than what they committed to in their own listings, especially if said commitments are based on delivery restrictions imposed by event organizers. While we would like to have **************** tickets delivered earlier, we are not in a position to guarantee they will be delivered by August 20th.
  
  If I can be of further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub Executive Customer Care 

• Initial Complaint

  Date:08/03/2023

  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.

  Date of transaction: 01/20/2023 Amount of money paid to the business: $846.37 What the business committed to provide to me: Concert tickets What the nature of the dispute is: The concert has been postponed with an unknown reschedule date. StubHub is not willing to issue a full refund to me even after attempting to contact them. StubHub advised I can resell the tickets on their site, but the issue is there are not tickets to resell since the concert date has been postponed with and indefinite date. StubHub advised they cannot issue a refund and that I would need to wait until they receive updates with a reschedule date. This can be months if not years from now. This is not fair on the consumers end because StubHub still has my money. Whether or not the business has tried to resolve the problem: They have not tried to resolve the issue. The representative and supervisor both repeated the same jargon that they cannot issue refund due to the event being postponed. Even though in an email I received from a supervisor states, "If there's an issue with your order, well make it right with comparable or better tickets or your money back". Account/order/ tracking number: Order #*********

  Business Response

  Date: 08/11/2023

  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 ******************************************* 
  
  In researching ******** purchase, I can see that his event has been postponed by the event organizers with no new date scheduled. *** ***** tickets will be valid for entry on the new date determined 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 the event organizers decide to change the event status, we will inform *********** via email. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  
  
  Sincerely, 
  
  ***************************
  StubHub Executive Customer Care 

  Customer Answer

  Date: 08/14/2023

  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:

  [There are still no options from the business to resolve my complaint. The concert has been postponed indefinitely with no rescheduled date. StubHub has my money and I want a refund.]

   

   

   

   

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

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

  Business Response

  Date: 08/20/2023

  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.
  
  This event has been cancelled since *** ***** initial complaint was published. ************ elected to receive a refund for this order on August 16th, and will receive a refund within 10 business days from that date. We apologize for *** ***** experience and for the delay in resolving this issue. This issue has been resolved.
  
  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 ***********************

• Initial Complaint

  Date:08/03/2023

  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.

  ORDER NUMBER: ********* I am writing to express my frustration, embarrassment, and complete disgust with Stub Hub *** I On Friday July 7th. We purchased tickets from Stubhub On July 7th (same day) we received a confirmation email along with an Order number stating that Stubhub had notified the seller and that we would have our tickets by July 15th. Please see attachment.Day of the concert we did not receive our tickets. we were embarrassed by the treatment of their customer service reps. please see attachment for details.would like a full refund of all expense. please see attachment for details.

  Business Response

  Date: 08/15/2023

  Thank you for the opportunity to respond to the complaint of ************************************* 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 researching ********** ********** I can confirm that **************** was contacted directly, and we have purposed a offer to resolve his complaint. 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:08/03/2023

  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 on Stub Hub. The ticket sold as I decided to go to the event. I contacted stub hub immediately to let them know I could no longer sell the ticket ( this was approximately June 1 the event is July 23) The purchaser still had at least a month if not more to secure another ticket. I received a thank you email from stub hub for letting them know. Today July 18 I incurred a $205 charge for not delivering the ticket. I was never paid for the ticket that sold so I do not think it is right that I am being charged for the ticket. the oder number is ********* via stub hub.

  Business Response

  Date: 08/13/2023

  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, concert,theaters, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they are purchasing from a third party. 
  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectGuarantee 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 ********** ********** *************** failed to deliver her ticket to herbuyer as listed. When **************** contacted us stating she was no longer willing to fulfill the referenced sale, she was reminded to review our sellers policies, which she agreed to when listing her tickets for sale, which state that sellers are held ***************** for unfulfilled sales. StubHub needed to make this right withherbuyer under the terms of our User Agreement and FanProtect Guarantee. As a result, *************** was not paid for the transactions (she did not deliver the tickets) and she was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale.  
  
  
  We rely on sellers to help us keep StubHub a safe,secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, **************** is responsible for listing her tickets correctly and fulfilling herorders as listed. The charge they have received is valid and cannot be reversed nor reduced. 
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  
  Sincerely, 
  
  **** **
  StubHub Executive Customer Care 

• Initial Complaint

  Date:08/03/2023

  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 would like to file a complaint against StubHub International for a recent ticket purchase I made using my credit card. Yesterday, I purchased 10 tickets through their platform and received confirmation of the purchase, with payments already charged to my credit card. However, I was dismayed to discover that 2 of the tickets were subsequently canceled, and my account was locked under the guise of "protection."To compound the issue, one day later, I received emails informing me that none of the tickets I had purchased are available anymore. StubHub offered only alternatives with significantly worse seating positions. Despite my attempts to resolve the matter by speaking with their representative, I was informed that none of the similar-priced tickets in the same area, which I could still see on their website, are available to me. Instead, I was forced to accept alternatives that are located on higher floors, which I find unacceptable.I am deeply disappointed with StubHub's handling of this situation, as their proposed solution fails to meet my expectations or adequately compensate for the inconvenience caused. I request a prompt resolution to this matter, either by providing the original tickets I purchased or offering suitable alternatives in the same area, as indicated on their website.I hope that this complaint will be taken seriously and addressed with the urgency it deserves. I have been a loyal customer of **********************, but this experience has left me dissatisfied and frustrated. I trust that the company will take appropriate measures to rectify this situation and restore my faith in their services.Thank you for your attention to this matter. I eagerly await a satisfactory resolution to this issue.

  Business Response

  Date: 08/12/2023

  *************** on behalf of the ********************************** at ********************** regarding complaint/file number ******** filed by *********************************** may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from third party sellers. 
  
  In reviewing this complaint, *************** advised he received an order confirmation from StubHub International and was expected to receive tickets from StubHub International for their event. StubHub is not affiliated with StubHub International. With the contact information provided in *** *** complaint, we were able to locate a StubHub account registered to ******** but there were no purchases connected to that account. Therefore,with the information available to us we do not believe ******** purchased these tickets on our website. Had *** ** placed an order for this event on StubHub.com her order would have been covered by our FanProtect **arantee which states the following: 
  
  You will get your tickets in time for the event, your tickets will be valid for entry, your tickets will be the same as 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 or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 
  
  I hope this information assists you in investigating this issue. For further resolution ******** will need to contact the company which they placed this order through. Please contact me if I can be of further assistance. 

  ****************
  StubHub Executive Customer Care 

  
  

  Customer Answer

  Date: 08/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  Date:08/03/2023

  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 uploaded a ticket to have stubhub resell. Someone purchased it and they claimed they were unable to use the ticket. I was then charged for their purchase. I never saw or was provided proof for their issue. I was asked to call the venue by Stubhub a week after the event for information, but at that point I was unable to get any response and the concert promoters had left.

  Business Response

  Date: 08/24/2023

  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 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 ******************************** 
  
  Seller responsibilities when listing and selling tickets on our site are addressed in Section 2 of our Seller Polices, which states:
  
  Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding the buyer and/or a fixed admin fee, or you may be subject to other consequences specified in these Seller Polices and Clause 19 of this User Agreement.
  
  In reviewing this transaction, ************ sold tickets for an event on May 13th 2023. We received contact from the buyer on the night of the event advising that they were not allowed into the venue as the tickets were deemed invalid, as they had already been scanned in. This was escalated to our Marketplace ************************* and I can confirm *********** was notified regarding the reported issue directly via email. ************ must provide the requested information within the timeline outlined in the email. He did not provide the necessary information as he has acknowledged in his complaint.
  
  Based on the review, it was confirmed that ************ provided his buyer with tickets that were not valid for entry to their event. It is stated in our sellers policies which ************ agreed to when listing their tickets on the Stubhub platform that sellers are expected to list only tickets which are valid for entry. The sellers polices state: Only list tickets that you know are valid. It's your responsibility to make sure the tickets you list for sale on our Site are valid. If you deliver incorrect, misrepresented,invalid, fraudulent or counterfeit tickets for any sale or portion of a sale,you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and Clause 19 of the User Agreement. Per the terms of our User Agreement, ********************** cannot compensate ************ for this order.The charge they received is considered valid and was charged in line with the policies which they agreed to when listing their tickets for sale on the StubHub platform. The charge which they 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 ***********************

  Customer Answer

  Date: 08/24/2023

  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:

  How could they have "determined" that my ticket was not valid when they asked me to obtain informatrion on that? They alerted me there was an issue the day of the event (I was at the event and could have been more hands on) but they didn't tell me what the problem was for 7 days. So 7 days after the event had concluded and the musical tour had left the state, they asked me to contact the venue on their behalf to get a report on the ticket. I contacted the orgnaizer multiple times and recieved no response. Stubhub aid they would be happy to help as long as I made the intial outreach. Once I did the outreach and reported back that I was having diffuclty getting a response, they said they would not help, they wouldn't provide me with any proof that there was an issue with the ticket, and then they charged me.

    

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

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

  Business Response

  Date: 08/28/2023

  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 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 reviewing this transaction, ************ was notified regarding the reported issue directly via email. ************ was requested to provide information within the timeline outlined in the email. He did not provide the necessary information as he has acknowledged in his complaint. It is stated in our sellers policies which ************ agreed to when listing their tickets on the Stubhub platform that sellers are expected to list only tickets which are valid for entry. The charge they received is considered valid and was charged in line with the policies which they agreed to when listing their tickets for sale on the StubHub platform. 
  
  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