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:05/10/2023

  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 was severely disappointed today to learn that the tickets (order number *********) I bought my son with his hard earned money on stubhub, while sold as tickets (with seat numbers), were not tickets at all - but fast lane passes (we did not know until recently what a fast lane pass is). A quick ****** search suggests this is a common scam.These passes are available for $20 at the venue but are being sold at admission ticket prices all over Stubhub to unsuspecting buyers. Fortunately, we learned about this scam before the show. Your customer service representatives shared that there is nothing they can do despite the intentional deceitful action of adding seat numbers, and the StubHub representative suggested that I resell the tickets (and scam some other buyer). While I have relisted the tickets, I did so at the $20 venue price (no one will likely buy these since they are still available at the venue). Unlike Ticketmaster and other ticket retailers, Stubhub provides no disclaimer that these passes do not come with admission tickets. This inaction, along with an unwillingness to cancel these tickets and disallow this abuse makes Stubhub seem complicit in this scam. I have posted a complaint with the BBB.It is my hope that Stubhub will remedy this issue and protect your customers and reputation of being a fair player in this industry.

  Business Response

  Date: 05/14/2023

  Thank you for the opportunity to respond to ************ ****** complaint, BBB case # ********. We apologize for *** ****** experience. I understand the concerns noted and will address this issue 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 *** ****** complaint I can see that *** ****** order was refunded today in accordance with the FanProtect Guarantee. I apologize for *** ****** experience, and for the delay in resolving this issue. ******** will receive his refund within 7 business days of todays date.
  
  Please let me know if you need any further information regarding this issue.
  
  Sincerely,
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:05/09/2023

  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 ordered TWO (2) PIT tickets on December 29, 2022 for a *********************** concert at the ********************* at The ********************* in ******** ** on May 18, 2023. I never received said tickets via STUB HUB. I have reached out to STUB HUB regarding retrieval of tickets on 3 separate occasions between December 2022 and May 2023. I reached out again recently in the beginning of May 2023. I was told by customer service representative at the time that they are reaching out to the seller, ***, of the tickets and will be in contact with me regarding the sellers response. I never heard a word from STUB HUB. I called back today May 9, 2023 and spoke with a ******* in customer service. ******* informed me that the last time I reached out the seller did in fact respond to stub hub, let them know they cannot fulfill the ticket order, and that I will not be receiving the tickets I purchased. I never received an email, phone call, etc from stub hub regarding this reply from the seller. I called them back today and was told this information via *******. I spoke with ******* asking for my tickets today and or tomorrow. I was told the information is sent to the "sourcing team" and they will either send me a refund or find me tickets similar to mine the day of the concert. I do not want to wait till the day of the concert as I ordered and paid for pit tickets and the concert is far from my house I have to plan for it. I ordered an AirBnB for said concert. I do not want to wait till the last minute to get my tickets or get this issue resolved. I am being ripped off. Stubhub is notorious for this. I have followed many people online having the same problem. This is why I tried to get issue resolved back in December of 2022... I think 5 months is long enough with waiting and finding exact ticket matches which there are many online.

  Business Response

  Date: 05/18/2023

  Thank you for the opportunity to respond to ***************************** complaint, BBB case# ********. I understand the concerns noted and will address this issue as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  In researching the complaint filed by ******************, I can see that the refund was successfully processed on 05/16/23 and sent back to her original payment method. ****************** was also sent a confirmation of refund to the email address on file. Were sorry to see that the seller was unable to fulfill this transaction.
  
  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: 05/22/2023

  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 my money for the tickets was refunded that did not replace the money I spent for an airbnb to attend the concert. I also want the issue within their company resolved where they are allowing sellers to "back out of sales" after they already agreed to a purchase. This entire issue would have been avoided if StubHub made sellers accountable. You cannot just allow people to "sell products" and then once "sold" allow them to "go back on their sale." That is poor management. It should never even be an option to allow sellers to give buyers the tickets at the last minute. You should have to have the tickets to the buyer/consumer within a week of their event date at the minimum.  

   

   

   

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

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

  Business Response

  Date: 05/25/2023

  Thank you for the opportunity to respond to Ms. *********************** complaint, BBB case # ********. We 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,  ****************** was fully refunded for her purchase on StubHub, and we are not able to offer her any further compensation for her experience. We will pass along the feedback she has provided.
  
  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:05/09/2023

  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 purchased and went on to resell 2 tickets for The Phantom of the Opera for the performance date of April 12, 2023. I sold the tickets on April 1, but was informed that I would not receive payment until 10 business days after performance date. To this day, I havent received my money. I have made many attempts by phone and have been told that I would receive payment in 10 days. The first phone call was April 24. The second May 4th.

  Business Response

  Date: 05/14/2023

  Thank you for the opportunity to address the complaint filed by *** ******************** BBB case #********. I understand the concerns noted and will address his concern as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
  
   By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************
  
  In researching the sale by ************, I can see that the payment for her sales referenced in this complaint was processed to her today. We apologize for ************** experience, and for the delay in resolving this issue for her.This issue has been resolved.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.
  
  Sincerely,
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:05/09/2023

  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 two tickets to the ******* concert. I went through the entire process, at no point did they indicate additional fees. I check my receipt as soon as the order goes through and they changes me $77 in additional fees. I immediately called and asked for a refund, they explained to me they can not do that and I need to re-list to sell them. I call back ask for a supervisor, the young lady ****** refuses to put me on with a supervisor. At this is point, the site was giving me issues uploading the tickets to resell. I would have NEVER bought those tickets if the additional fee were clearly displayed. I went back through the process several times to make sure I didn't miss something. I am writing the BBB to help me resolve a financial dispute and receive a full refund. The incident took place today (5/9/23), I'd like to resolve as soon as possible because the concert is 5/13/23. In addition, I am also writing because it is unethical to move forward with these types of practices. Tickets are expensive enough, people should not get extra surprises. Order number: # *********

  Business Response

  Date: 05/14/2023

  Thank you for the opportunity to respond to *********************** complaint,BBB case# ********. I have reviewed this matter and understand that ************** is dissatisfied with the price paid for tickets to an event. I will provide information 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 ********************************
  
  We can understand **************** concerns stated in the complaint. However, the listed ticket price was accepted when she completed the purchase on our website, including the cost of fees as has been explained to her when she has contacted ** regarding this matter.  Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, ********************** cannot provide ************** with a refund for the purchase, as the price was agreed to at the time of her purchase, and the tickets were delivered to her on time and exactly as described during the purchasing process.
  
  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:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company has failed to provide services promised to customers on its platform. I've listed tickets for sale back in Jan 2023. A couple of weeks later they were placed in pending status. I've called in to resolve 12 times, emailed several times and provided proof of my tickets 5 times. Each time I call in the customer service representative gives me a different answer but said it should be live as I have provided proof. There is a special team working the requests and the customer service agent has escalated each time. It's now almost time for one of the concerts in about a week so I'm going to lose money. False advertisement of services offered on its platform to customers and failures to resolve with no explanation.

  Business Response

  Date: 05/13/2023

  Thank you for the opportunity to respond to *** ******* complaint, BBB Case #********. I will provide
  information as it pertains to StubHub policies.
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell
  tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets
  listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller
  who sets their own prices for the tickets listed. By using our website, buyers and sellers agree to the
  terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for 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
  ********************************
  It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee
  that your tickets or related passes will sell or that your listing will appear on the site within a certain time
  after it is posted. StubHub will not, for any reason, provide compensation for tickets that do not sell, even
  if it is due to Site unavailability from an outage or maintenance or listing delays.
  After reviewing *** ******* complaint, I can confirm that I have been able to escalate his issue to our
  Trust & Safety team for them to get his listing approved for sale,
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can
  be of further assistance

• Initial Complaint

  Date:05/09/2023

  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 purchased a coachella camping pass on 3/21. Order number *********. i then resold the camping pass on stubhub which they advertise that if you cannot attend the event you can resell through stubhub. This pass ended up being fake and not working. Stubhub will not give me a refund for the pass that I bought from stubhub even though it was not valid

  Business Response

  Date: 05/14/2023

  Thank you for the opportunity to address the complaint filed by ***********************************, BBB case #********. I understand the concerns noted and will address his concern as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
  
   By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************
  
  In researching the purchase made by ********************, I was able to refund his order in accordance with the StubHub FanProtect Guarantee. I apologize for *** ********* experience, and for the delay in resolving this issue for him.  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.
  
  Sincerely,
  
  **** **
  StubHub ***********************

  Customer Answer

  Date: 05/15/2023

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

• Initial Complaint

  Date:05/09/2023

  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.

  These tickets were for my daughter who is active duty and was unable to make due to deployment overseas. I lost my tickets, made nothing from it, and on top of that I am being asked to pay an excess amount of money. The tabs under listings are as follows: active, pending, deactivated, and expired. The verbiage used by StubHub is confusing and oversight is very untransparent. There is a lot of confusion in posting a sale. On April 8th, I posted two TS tickets for sale on StubHub. I immediately attempted to check if my posting was live only to see it under the expired tab with wrong seat numbers. So, I reposted the same tickets thinking something was wrong. I received an alert that the tickets sold and that one more step was required to finalize this. When I realized that my first posting went through and sold with the correct seats, I immediately attempted to disable the second posting which was made by mistake. All this happened within minutes. Unfortunately, I could not do this, because the same two tickets were "bought". I could not believe how this happened. The tickets supposedly are verified by StubHub and they allowed for the same posting to exist under the same account. I was able to cancel online with the only option provided and attempted to reach StubHub by phone the following day. The representative was of no help and only repeated the buyer/seller agreement and all this without asking my account information. I reached out to StubHub by email twice. The first time, I received an unhelpful response. Shortly after, I receive an email on April 11th stating that I owed them a ridiculous amount of money for the tickets that were "not delivered". But I did deliver the tickets to a buyer. In the second email, I requested a detailed overview for what they wanted me to pay, including what the reported buyer is responsible for. An inquiry was made to see the percentage for each party. From the second email I sent, I did not hear back from them until May 1st. This whole experience has been frustrating and completely unacceptable. Scheme!

  Business Response

  Date: 05/11/2023

  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. 
  
  In researching *********************** complaint, I can confirm ************************** 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:05/08/2023

  Type:Service or Repair 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 purchased 2 tickets via stubhub on 5/7 for the *** suns versus nuggets game. I selected section 111, row 20. The email arrived and said row 28, which row ****************** section 111 and I never would have ordered it if it did (I am afraid of heights and have very poor vision). I paid $655.57 and used a $200 gift card for this order ($855.57 total). I called stub hub support, and they walked me through sending the tickets back to them, which I did. They then said they would help me order new tickets and I wouldnt be changed extra if they were in the same section (111). I told them row 8 was available and they agreed, I ordered those tickets again and the stub hub agent in the phone hung up or the call was dropped. I paid $1,282.54 for this second order and was under the impression stub hub would reverse/credit that back. I called stub hub back then 10 times, telling them the issues, showing proof that the first order was invalid and that I had sent it back and gotten confirmation. StubHub refused any further assistance or any refunds, my $200 gift card is also wiped out and not refundable in addition to the combined $1,938.02 I paid via **** credit card. I am asking for the 2nd order to be refunded in the amount of $1,282.54 as per what was promised to me on the first phone call with stub hub.

  Business Response

  Date: 05/11/2023

  
  Thank you for the opportunity to respond toJordan Harstads 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. 
  
  In researching Mr. ******** 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: 05/12/2023

  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:05/08/2023

  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 purchased tickets for the ************************* concert. Three days before my event I was notified by the seller not Stubhub that I could not have the tickets because they were non transferable. Stubhub did not bother to contact me. Upon calling I was guaranteed tickets within 24 hours. I did not receive tickets. Upon calling again I was told I would find out by noon on the day of the show if I would receive tickets. Finally I demanded a refund and disputed the payment with my credit card. There is no option to speak to a complaints department as I was guaranteed new tickets d as d I did not get them. I had to go buy tickets from another company. I feel as if I should have received the tickets that I was guaranteed as I did not want a refund. I also asked to receive tickets at a comparable seat at a different show and was told they could not do that. ******** service agent ******* guaranteed me that I would receive better tickets at no cost to me and would not receive a refund and that did not happen. The company states that all tickets are guaranteed to be legitimate tickets that can be transferred if that is the case how are so many people being scammed? I have been told that my case has been transferred to the relevant team. I have yet to be contacted by them as we speak. I would also like answers on how the original seller can contact me and offer to sell the tickets cash as long as I meet them at the venue the night of. This seems like a safety concern that needs to be handled by the company as well. With over ***** complaints on BBB when is something going to be done to stop stubhub from ripping people off? When will employees be properly trained, when will stubhub have to stop selling unsellable tickets? When do they have to face responsibility for their actions?

  Business Response

  Date: 05/10/2023

  Thank you for the opportunity to respond to *************************** complaint, BBB case# ********. I understand the concerns noted and will address this issue 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 researching the complaint filed by ******************, I can see that the refund was successfully processed on 05/8/23 and sent back to her original payment method. Our user agreement does state, 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. In this case, because we have provided a full refund, we have honored our FanProtect Guarantee. We apologize for the negative experience of *******************However, as a secondary marketplace that doesnt own any of the tickets sold on our site, we can only provide a refund if no comparable replacements are available.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely, 
  
  **************
  StubHub Executive Customer Care 
  

  Customer Answer

  Date: 05/11/2023

  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:

  [Your Answer Here]

  This definitely doesnt resolve my case as I have asked to speak to someone and was guaranteed on a recorded line that I would receive tickets and NOT money back  

   

   

   

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

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

  Business Response

  Date: 05/14/2023

  Thank you for the opportunity to respond to *************************** complaint, BBB case# ********. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
  
  As stated in the previous response, *** ******** order has been fully refunded, and as such this matter is considered fully compensated in accordance with the FanProtect guarantee, as replacement tickets were not available to her. Her seller was charged for not fulfilling her order correctly, as are all sellers charged when orders are not fulfilled as described.We apologize for *** ******** experience and for the delay in resolving this issue, however we can not offer ****************** any further compensation beyond what has already been provided to her.
  
  Thank you for the opportunity to provide specific information about StubHub, this matter is considered resolved. Please let me know if I can be of further assistance.
  
  Sincerely,
  **** **
  StubHub ***********************

  Customer Answer

  Date: 05/15/2023

  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 reject the resolution because there was no resolution. *** asked to be contacted by a member of management and I would still like the answer for the questions I have asked such as how if all tickets are checked and determined to be sellable why I couldnt get my tickets, my safety issues as to why the seller was able to contact me and offer to sell me the tickets if I could meet them there and what happened to the guarantee of tickets to match my prior tickets but I never received a link. Stubhub likes to sell tickets that cant be sold and feel they hold no responsibility for it. Im not only trying to stop this for me but for the thousands of other people that this happened to in the past few months. 

   

   

   

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

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

• Initial Complaint

  Date:05/08/2023

  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.

  February 3rd - I purchased tickets for ******************* concert in Lewiston on May 26th for the Sticks Season Tour. When Stubhub seller sent me the tickets, the link was not downloadable. I promptly then contacted Stubhub who was able to confirm that the official tickets were not sent. Two weeks later: I contacted StubHub again, they assured me that if the tickets were not able to be sent, replacement tickets or better, would be provided. Said not to worry and that they would provide an update in 1-weeks time. 2/3 weeks later: No update, I called again and asked for a manager. They assured me that they were confident the seller would send the tickets - even though I assured them that I was skeptical. As it had already been a month and nothing was received. Every single other time I've bought tickets, they arrived the same day or next at the latest. Still, the manager assured me that the same tickets or better would be provided no matter what. An update was again promised in 1-weeks time. Around April 21st: Still no update has been received. I contact again and ask to speak with manager. I assure them that no progress has been made and I was very doubtful that the seller would send the tickets. A resolution was again promised in 1-weeks time. No call was EVER received by me from Stubhub. Only me calling them. April 28th: I received an email that the seller was not able to send the tickets (surprise!!!) 3 months later. Now StubHub is not making any arrangements to find me similar seats or better. They are offering a refund that cannot even purchase worse seats for the same show. I bought these tickets 3-months in advance for my wife who beat cancer. This artist helped her through some tough times.Order #********* Order #2: ********* ************** only helpful person! She helped to at least get tickets for the event. Applied my original amount, plus refund to keep costs the same. My seats did become worse however, some compensation for the change in seat quality is fair

  Business Response

  Date: 05/11/2023

  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 using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information,fail to deliver tickets on time as listed, or deliver invalid, fraudulent,counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. 
  
  In reviewing our records, the seller of ************** order reported that they delivered their tickets on 2/3/23. However, we were unable to help ************ locate his tickets.As a result, we provided ************ with a 100% credit to purchase new tickets and a $100 refund, back to his original method of payment.
  
  While we apologize for any inconvenience ************ incurred on this order, were unable to provide any further compensation.
  
  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: 05/16/2023

  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:

  I have many issues with your statement that continue to be ignored: 

  (1) Stubhub still has not provided me with valid tickets or a suitable replacement. The refund + the $100 was used to purchase tickets that were more money, and 70+ rows further back. 

  -Tickets I purchased were - General Bowl Admission (ROW 1) ---- the Row 1 is the most important part you continue to look over when discussing COMPARABLE tickets. 

  -Replacement tickets (which still have not been received from new seller)* - BOWL 4 - Seats 97-98

  -Tickets I was FORCED to rebuy to ensure I don't miss the show altogether because of StubHub refusing to consider this seller as fraudulent - after he took over 3 months to send me tickets. I called so many different times over those several months where Stubhub wasted time. 

  ***Stubhub would not offer me comparable tickets because they went ** in price now closer to the event***

  -Stubhub ONLY considers $$$ when looking for a comparable ticket. 

  -Their statement is misleading to fans, thinking they will get the same or better tickets if their tickets do not come through. That language intentionally misled me as a consumer. 

  A COMPARABLE OR BETTER TICKET WAS NEVER OFFERED, NOR WAS THERE ANY EFFORT TO DO SO. THAT IS MY ENTIRE ISSUE. 

  This event is to celebrate my wife beating breast cancer and I bought these tickets about 3 months ago to be safe. She balled her eyes out constantly to this artists songs and he helped her get through it in ways.

  You're a massive business that is sticking your consumer with the short end of the stick. Do better and I would like your policy language changed to include the notion that Stubhub will only offer tickets if the price is the same. You're lying to your customer. 

   

  ----------------------------------------------------------------------------------------------------------Still have not received replacement tickets from email/order below. Not to mention any compensation for the worsening of my seats by a noticeable amount. Row 1 General Bowl Admission --> moved to Bowl 4 General Admission (Seat 97-98)----------------------------------------------------------------------------------------------
  

  Order Number: *********

  GET ME SOME TICKETS FOR THIS EVENT ! 

  (1) Get me any tickets and ensure I don't miss the show

  (2) actually provide comparable tickets 

  (3) provide tickets and some sort of compensation if much further away. (Previous +$100 covered the higher ticket price of the replacement tickets, that were a good ways further back)

  Show is May 26th - I still have not received downloaded tickets for the show despite placing a replacement order. Stubhub is not protecting the fan in their representation of 3rd party sellers. 

   

   

  
  
  

  
  

  Business Response

  Date: 05/28/2023

  Thank you for the opportunity to respond to ******************************* complaint, BBB case# ********. I apologize for ************** experience and for the delay in resolving this issue. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It is stated in the policies which ************ agreed to at the time of his purchase, and the Fan Protect guarantee that Comparable or Bettertickets are decided by StubHub and take in multiple factors including price.Comparable tickets were offered to ************, and he accepted to receive replacement tickets.  This event has passed, and the replacement tickets which ************ selected were delivered to him as stated in the previous response.
  
  ************ is not entitled to receive any further compensation in accordance with the policies which he agreed to at the time of his purchase.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.
  
  Sincerely,
  
  **** **
  StubHub ***********************

  Customer Answer

  Date: 05/30/2023

  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:

  Listen to the recorded call where I accepted the tickets, and tell me I willingly accepted the replacement tickets. You as a business forced me to, under threat of missing the show. No comparable tickets were offered and the tickets I was (forced) to accept were considerably worse. So I paid for better tickets than I received. That is the core of the issue. Your fan protect guarantee failed me and Ive been complaining about your process for months. Long before the show ever took place and no resolution was offered by Stubhub when I raised the issue of the comparable tickets being considerably worse. 

  Please also spelling my name wrong, its 4 letters long.

   

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

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