Complaints

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased tickets in the very front row of Section 12 for Session #2 of the **** tournament in *******, ********** on 3/21/2025. I viewed the section prior to purchasing to confirm the row was correct. the tickets were delivered in row M many, many rows row behind what I had purchased. there is now way i would confuse front row from seats 20 rows away.

  Business Response

  Date: 03/09/2025

  Tell us why here...Thank you for the opportunity to respond to ******************* complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  *** ******* is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ******* agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described. If this event has not passed and *** ******* does not want to use these tickets he has the opportunity to relist them.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely,

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

  Customer Answer

  Date: 03/10/2025

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

  The tickets I purchased were supposed to be in the very front row.  The tickets that were delivered were around 20 rows behind what I purchased.  The StubHub website did not fulfill what they promised to deliver.

   

   

   

   

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

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

  Business Response

  Date: 03/11/2025

  Thank you for the opportunity to respond to *** ****** ******* complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  
  After reviewing ******************* purchase associated with this complaint, we can confirm that the tickets for Section 14, Row M, purchased on 02/13/2025, are correct and valid. The relevant information was provided in the confirmation email, which we recommend that *** ******* review to verify the details.
  
  As stated in our User Agreement, all sales are final, which *** ******* acknowledged at the time of purchase. The seller fulfilled the sale by providing the correct tickets on time.
  
  Therefore, we are unable to issue a refund. If *** ******* no longer wishes to use the tickets, he may relist them on our website, giving another fan the opportunity to attend.

  If *** ****** ******* has any questions or difficulties re-listing, we kindly ask that he please contact our ************ Our team will be happy to assist him.

  We appreciate *** ****** ********* understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,    
  
  Sincerely,    
  ******* *.   
  StubHub Executive Customer Care  
  

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 21st, I purchased 4 tickets for the *** Championship game between the Eagles and Commanders for $5,595.40 in order ********* on Stubhub. I later relisted these tickets using the one-click relist button shown underneath my order.The 4 tickets sold on Stubhub in order ********* and in the sale email, I was told "As these are tickets that you relisted with us, well ensure that they get to your buyer in time for the event. All you need to do is sit back, and await your payment! (See screenshot1)I called in to speak with support on the morning of the event to verify that everything was okay with the sale and that the buyer received the tickets from my original seller on Stubhub. I was told that the buyer was having issues accessing the tickets, but that due to my use of the one-click relist method in listing these tickets, I was covered and would not incur any penalty or charge if the buyer was unable to access the tickets. I have an email from Stubhub customer service stating this, which was included in the dispute filed on 1/27. (See screenshot2)I didnt hear anything after that until the following evening, I received an email stating that my sale had incurred a charge due to the tickets not being delivered to the buyer. The charge was for $12,912.40. I immediately filed a dispute with documentation, and have followed up probably 10+ times with Stubhub since then. The full $12,912.40 charge was taken out of my payments, so Stubhub is holding this money from me. It has been almost 6 weeks since then and I still have not received a resolution.

  Business Response

  Date: 03/12/2025

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

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 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 ********************************

  
  We would like to inform *** ******* that his complaint has been escalated to the appropriate department for further investigation.

  
  StubHub is currently reviewing the details of *** ******** case, and once the investigation is complete, a representative will follow up with him directly to provide an update and assist with any next steps.

  
  We appreciate *** ******** patience during this process and are committed to resolving the matter as quickly as possible. Should *** ******* have any questions or need additional assistance in the meantime, please dont hesitate to reach out.

  
  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: 03/18/2025

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

  I have still not heard anything back from Stubhub regarding this matter. They are holding almost $13,000 of my money and have been for months now. How can they put through charges like this and then take months to review them when you submit a dispute? I have multiple other charges pending on my account as well that I have submitted disputes for as they are the same issue (bought on Stubhub, relisted on Stubhub automatically, told I would not be liable for any issues with the order, charged for the order). This is very bad business on Stubhub's side and I may have to start taking business elsewhere even though I've been a loyal Stubhub customer for many years.

   

   

   

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

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

  Business Response

  Date: 03/29/2025

  Thank you for the opportunity to respond to ****** ******** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 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 ********************************
  
  We would like to inform *** ************** payment has been sent on 28/03/2025 , the customer must wait 5-10 business days to complete the payment.
  
  Sincerely,
  
  ***** *..
  StubHub ***********************

  Customer Answer

  Date: 04/03/2025

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

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/15/2025, I purchased a ticket for the Cowboy ****** tour on StubHub (Order #*********) for $647. The ticket was for the Sunday, June 29, 2025 show. StubHub, a third-party reseller, sold me a Ticketmaster ticket, and I used Afterpay to complete the purchase, totaling $691.25 (including interest). After receiving the ticket via Ticketmaster transfer, I noticed it was for Saturday, June 28, 2025. I contacted StubHub, and an agent assured me that he contacted the seller and it was an honest mistake on the seller's end, and that the ticket was valid but for Saturday, June 28. The StubHub agent tried to offer me a coupon for the inconvenience. I declined the future purchase coupon and requested a refund. The agent helped transfer the ticket back to StubHub from ************ and stated that a refund would be processed (to Afterpay) within 5 to 10 business days. However, I later received an email stating that my refund was being researched and that I would be contacted within 72 hours, but no further updates came. After multiple calls, agents stated that the payments team would contact me and that my case had been escalated. They also confirmed on a recorded line that the refund was approved, but no email regarding the approval was ever provided to me. They also could not provide the date on which the refund was approved. With my first Afterpay payment due on 3/15/2025, I request that my refund of $647 be returned to Afterpay immediately and that I receive an email confirming the refund approval. Im filing this complaint to get assistance and to warn other customers about **********************. ********************** has multiple reports of untrustworthy business practices and seller scams.

  Business Response

  Date: 03/08/2025

  Thank you for the opportunity to respond to *** ******** ****** 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, concerts,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  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 for 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 ********************************
  
  First, we would like to sincerely apologize for any inconvenience this situation may have caused *** ******** *****. Upon further review of her account, we have confirmed that the refund has been ************. ***** should expect to receive her refund within 5 to 8 business days.
  

  We appreciate your understanding and are committed to ensuring a positive experience for all of our customers.
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care
  

  
  

  Customer Answer

  Date: 03/09/2025

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

  The ticket was returned to stub hub on 2/17/2025. Its now been 15 business days. Stub Hub  has no follow through and no one can tell me when the refund approval actually went through, the actual approval date. StubHub has terrible business practices and this is unacceptable. The amount of times Ive had to call your customer service line with promises of calls back & emails saying that Id be contacted is ridiculous. The refund needs to be sent afterpay account immediately or I will be pursuing legal action. 

   

   

   

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

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

  Customer Answer

  Date: 03/18/2025

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

  [Your Answer Here]

  Its now been a month since the ticket was purchased and immediately returned to your company. this has already been  been escalated several times and I have not been contacted nor received an actual conclusion . Where is the refund? I need Afterpay to be refunded immediately! At this point StubHub is stealing! Its been way outside of the return policy date range. 

   

   

   

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

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

  Business Response

  Date: 04/29/2025

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

  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  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 can be found on our website at ********************************
  
  Thank you for the opportunity to respond to the concerns raised by *** ******** *****.
  

  Following a thorough review, we can confirm that a refund for *** ***** was processed on March 20, 2025. In accordance with standard processing times, the funds should have been received within 5 to 8 business days from that date.
  If *** ***** has not received the refund or has any additional questions or concerns, we encourage her to reach out directly so we may assist further.
  

  We appreciate the opportunity to clarify this matter and remain committed to ensuring a positive customer experience.
  

  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care
  

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against StubHub for a fraudulent and highly disappointing experience I recently encountered. On [date of purchase], I purchased floor tickets for a show through StubHub, amounting to $550. The tickets were promised to be delivered well before the event.However, on the day of the event, an hour before the show, we still had not received our tickets. Despite waiting anxiously at the venue, the tickets did not arrive. We contacted StubHubs customer service, only to be informed that the tickets were not available. We were given two unsatisfactory options: either receive a full refund or accept significantly inferior tickets with no partial refund. Given that we were already at the venue and had no other recourse, we reluctantly accepted the subpar tickets, which were far below the value of what we had originally paid for.This experience was not only frustrating but also unacceptable. The lack of timely communication and the bait-and-switch tactics employed by StubHub are deeply concerning. I am seeking a resolution that includes a full refund for the difference in ticket value and an assurance that such practices will be addressed to prevent future occurrences.I appreciate your attention to this matter and look forward to a prompt resolution.

  Business Response

  Date: 03/08/2025

  Thank you for the opportunity to respond to ********* ******* complaint, BBB case #********. I sincerely apologize for her experience.I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports,concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller.
  
  The contact information provided by ********** in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated *** ******* will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further.
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  
  *****
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold tickets to a ****** ***** concert through Stubhub. The event was on November 15th 2024. I have still not received my money. I have called customer service weekly since the event date and no one had been able to give me any information. Everytime I call they tell me to keep waiting. I was supposed to get paid 5-8 business days after the event. It has been almost 4 months.

  Business Response

  Date: 03/08/2025

  Thank you for the opportunity to respond to *** ****** ********* complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Ms. Terranovas payment issue has been escalated to the proper internal team, and we are investigating it to resolve the problem. Please rest assured that we are working diligently to resolve this case. We sincerely apologize for the time it has taken and will follow up once we are done with the investigation.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  *****
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 03/08/2025

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

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 03/12/2025

  Thank you for the opportunity to respond to *** ****** ********* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  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 can be found on our website at ********************************
  
  We can confirm that *** ****** ********* will be contacted directly by a member of our team who will provide an update on the issue.
  
  We thank *** ****** ********* for her patience while we resolved and investigated.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/12/24 6:04pm Received an email confirming 2 tickets purchased for Las Vegas Finals Rodeo on 12/7/24.#********* 10/12/24 6:09pm Received email confirming purchase of 2 tickets for same as above but on 12/14/25. We decided on a different date and were advised to just sell the tickets. #*********.10/12/24 8:36pm Received email confirming ticket listing for 12/7 tickets #********** 10/12/24 8:50pm Received email confirmation 12/7 tickets had been sold #********* for $450.00 10/17/24 9:26pm Received email indicating another listing for 12/7 tickets #********** 10/20/24 2:02 Received an email indicating 12/7 tickets were sold #********* for $500.00 10/20/24 6:45pm Received an email confirming conversation with ******.I am unsure how another listing occurred. My original thought was fraud, but it is possible the listing occurred as an accident.I can possibly understand how another listing can occur by accident, but how does another sale occur? Especially since the first sale was completed and bar codes transferred several days earlier. In the era of modern computing this seems absurd.10/22/24 12:53am Received an email confirming conversation on the above with ******.10/30/24 10:13am Received email indicating fraud was not found and no refund would be provided.12/1/24 8:49pm Received an email indicating a charge for $434.99 & $65.01.12/1/24 9:39 Received an email confirming conversation with *****. He instructed me to file a dispute requesting a one-time courtesy credit. He indicated a 7-day resolution.1/2/25 3:14pm Email concerning one-time courtesy credit of $65.01. Where is the $434.99 credit? Where are the proceeds of $450.00 for the sale on 10/12/24?2/5/25 12:33 Received an email from ***** indicating dispute has been escalated.I have called several times since 2/5/25, no other information can be provided by those at the customer service number.

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond to *** ******* ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  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 can be found on our website at ********************************
  
  We can confirm that *** ******* ********* case has been reviewed, and the courtesy credit has been added to *** ******* ********* account in January, and is complete on our end.
  
  Should *** ******* ******* have any questions regarding his account and credits, he can contact our help center team directly and we will be happy to assist him.
  
  We thank *** ******* ******* for his understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 03/23/2025

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

   

   A classic diversion response by StubHub. The transaction is not our fault, we have no control over 3rd parties, refer to our many thousands of pages of legalese to see you violated policies-of which we adhere to by the letter-but of which we have no control over. If you sell tickets on StubHub, there is a high probability your refund will be stolen by StubHub under the guise of a credit for policy violations. Your inquiries for restitution will be directed to 3rd partys across the globe who will have little or no influence in assisting you. I am one of thousands, forthcoming public reviews will enlighten many more and perhaps an oligopoly such as StubHub will be broken-up into the smaller customer service, caring, entities from which it was formed. 

   

   

   

   

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

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

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to *** ******* ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  We can confirm that we have provided all responses to *** ******* ******* regarding the issue reported in this complaint.
  
  Should *** ******* ******* require further assistance, we will be happy to assist him.
  
  We thank *** ******* ******* for his understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets costing me almost $1,900.00 USD for an event on 3-4-25, I never received my tickets, I called stubhub and was on the phone for nearly 4 hours, the representative was incompetent, I asked for a supervisor many times and never spoke to a supervisor, she kept putting me on hold and nothing got done, once I knew nothing could be done to find a solution and the event was less then 1 hour away I gave up this was extremely stressful on my family and myself, time consuming a waste of my time and my money, this is insane and wrong and no one should have to go thru this, my family was waiting my son was crying, this is wrong. We didnt make it to the event, we never received our tickets and stubhub promised someone would call me to find a solution before the event, it is now march 5 2025 and no one has called me or emailed me as promised. This is wrong, no one should have to go thru this and be on the phone for that long, at that point my money should have been reimbursed or found other tickets to accommodate the customer and there family, something should have been done, the fact that nothing was done and I was on the phone for nearly 4 hours and spent nearly $2,000 is mind blowing, I would like my money back and in return a promotional discount or credit for future use for my time and please fix your customer service, it is horrible and thank you for all the damage and time stubhub wasted my family and the horror we had to deal with on 3-4-25.

  Business Response

  Date: 03/15/2025

  Thank you for the opportunity to respond to ********* ******* complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  *** ****** ******* has submitted a request for a refund. We sincerely apologize for the time it has taken to receive a refund. We are working with our internal team who oversees processing refunds. Please reassured that we are working diligently on *** ******* case to get it resolved. We will contact her if we need more information.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  *****  
  StubHub ***********************

  Customer Answer

  Date: 03/16/2025

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

  [Your Answer Here]

  They are not working diligently with me, it is going on 2 weeks since the event, I spent nearly $1,900.00 USD and I have called stubhub many times and nothing has been done, I havent received an email nor a call like promised, this business doesnt care and has horrible business practices may I add and they dont care about there customers and there money, the day of the event I was on the phone for nearly 4 hours and I didnt get my tickets or something similar to what I had purchased, was a disaster and disappointment that night and ruined our night for my family and myself, stubhub did nothing the day and night of the event and a call was promised the day of the event and I have received nothing, I had to call the next day and request for a supervisor after requesting for a supervisor hundreds of times. I contacted my bank, stubhub is not taking this matter serious, I am not waiting any longer, I need my money back. One last thing I will add I know stubhub Is a secondary market place, there is no excuse for any of this, have a better system in place to avoid these situations from occurring in the future, this has been a complete disaster and disappointment.

   

   

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

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

  Customer Answer

  Date: 04/22/2025

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

  [Your Answer Here]

  I received an email from stubhub, hopefully this gets taken care of as soon as possible, it has been way to long and all the proof is there that I never received the tickets $1,877 is a lot of money and this has caused a large amount of stress and is time consuming.

   

   

   

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

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

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond to *** ****** ******* complaints, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  In regards to *** ******* complaint,  I can confirm that a refund has been issued to his account and it can take from 5-10 business days for it to be reflected back to his account.

  
  Thank you for the opportunity to provide clarification regarding this issue and for your continued understanding. Should you require any additional information or assistance, please do not hesitate to contact me directly.
  
  Sincerely,
  *****
  Executive Customer Care

• Initial Complaint

  Date:03/05/2025

  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.

  On October ******* I purchased tickets from StubHub for a musical performance to the band ******** that is set to play on July 22, 2025. When I was purchasing the tickets for myself and 3 friends, I was given a price estimate for 4 tickets for the total of $1273.46 (This said it included estimated fees and taxes), I thought this was a fair price for 4 tickets, so I went through with the transaction. After I got charged it took me to the completed order page, and I was informed that I would only be supplied with 2 tickets. The prices for the tickets doubled and they added on extra fees and tax in order to meet the same price that I was given for 4 tickets. I was shocked by the price increase and went back to the page where I could buy tickets. Every ticket in that section was priced the same amount that I had originally been promised. None of them matched the price that I ended up being charged. I even went through with another price estimate, and it gave me the same price for 4 tickets. To this day tickets in that section are not being priced for what I was charged for. Upset about the circumstances I called StubHub's customer support many times. Every time I spoke with someone, they all said something different, but each said they would not give me the additional tickets or give me a refund. I was told I can't speak to a supervisor and that they would call me back multiple times but never received a phone call. I also requested a written email stating why I only received 2 tickets when I was promised 4 and why they would not refund me, but I never received one. At this point I would like to receive a refund for my tickets, so I do not have to deal with this business any further.

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to ******************** complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  
  In reviewing this complaint, I can confirm that *** ******* has been contacted directly in an effort to reach a resolution. I apologize for his experience, and for any 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: 04/01/2025

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

  [Your Answer Here]

   StubHub requested confirmation that my credit card dispute had been closed before proceeding. I provided the attached letter from Citi. After receiving it, they abruptly closed my case without addressing the actual issuedespite the letter clearly not resolving the matter in my favor. The dispute was closed by ****, but I still have not received the service I paid for, and StubHub continues to ignore my legitimate complaint.
  
  

   

   

   

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

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

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to ******************** complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  Upon reviewing this complaint, we can confirm that the dispute raised by *** ******* ******* with his bank or financial institution was closed in StubHubs favor, and a full refund for his order has been processed. A confirmation of the refund, along with additional details, was sent to him on April 13, 2025.
  
  We sincerely apologize for the delay in resolving this matter and for any inconvenience it may have caused. If *** ******* has any further concerns, we encourage him to reach out to our ************ Our team will be more than happy to assist.
  
  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: 04/16/2025

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

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed two tickets with Stubhub to the ********** (Georgia vs ************ which was scheduled to occur on January 1, 2025. These two tickets sold on Stubhub on December 19, 2025. After Stubhub took their fees, Stubhub was to pay me a total of $603.00. On December 29, 2025, I transferred the two tickets to the buyer. On December 29, 2025, I recieved an email from Stubhub confirming that my tickets had been transferred to the buyer. In the early hours of January 1, 2025, a vehicle attack occurred on ************** in *********** causing the ********** to be postponed. On January 1, 2025 at 2:38pm, I recieved an email from Stubhub stating the Sugar Bowl had been rescheduled to January 2, 2025 and "As the original tickets will be honored on the new date, your sale on Stubhub will stand." On January 3, 2025, the day after the Sugar Bowl occurred, I recieved an email from Stubhub stating the buyer had requested a refund and now my only recourse was to request a refund from Ticketmaster. However, I purchased the tickets from ******** for $577.60. ******** refused to refund any money since the event had occurred and was not canceled. Stubhub has offered no explanation to me as to why they refunded the buyer for this purchase. Stubhub refunded this purchase in direct violation of their Global User Agreement. Specifically Section 11.2 of the Global User Agreement states "Refunds will not be issues for postponed events, unless they are ultimately canceled as stated above." The Sugar Bowl was delayed one day not canceled. Accordingly, Stubhub should have never refunded the buyer of my tickets. Stubhub owes me $603.00 for the two tickets I sold on their platform. I have called Stubhub dozens of times to inquire about my payment, however, Stubhub continues to tell me my inquiry has been escalated and I have to wait for their team to review. It has now been 2 months and I have not heard anything. I am entitled to the $603.00. Stubhub violated its own terms by refunding buyer.

  Business Response

  Date: 03/09/2025

  Thank you for the opportunity to respond to *** ******* ****** complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they are purchasing from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  In reviewing *** ****** complaint, I can confirm that his case has been escalated to the relevant department. Due to high volume, our current estimated resolution time is 30 to 45 days. If there are any updates before then, or we need any additional information from *** ****** we will notify him directly. We apologize for the delay in providing *** ***** with a resolution regarding the payment for his sale referenced in his complaint.
  
  Thank you for the opportunity to provide specific information about StubHub.Please let me know if I can be of further assistance.
  
  Sincerely, 
  **** *.
  StubHub Executive Customer Care 

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10 Feb 2025 I received a fraud alert on my cell phone from both StubHub and my bank. I replied to both. I called StubHub and found that someone had purchased tickets to 4 different events, after speaking with a customer service agent I was able to stop 3 fraudulent transactions but one made it through I reported it as fraud. They told me they filed a claim and told me to call back in a couple of days. I reported the fraud to my bank as well. Its been almost 1 month and I have called StubHub atleast 5 times and each time I get the same answer of its been escalated and to call back in a couple of days. I called again today and got the same answer.

  Business Response

  Date: 03/07/2025

  Thank you for the opportunity to respond to *** *** ******** complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  We are reviewing *** ******** claims of fraud. It takes a total of 45 days to review and determine a resolution. Please rest assured that we are diligently working to resolve this case and will reach out to *** ******** once we have completed our investigation.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  ***** **
  StubHub ***********************

  Customer Answer

  Date: 03/07/2025

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

  StubHub cited a policy that doesnt pertain to me. Someone used my account to purchase 4 sets of tickets. I called when they alerted me and I agreed they were fraud and they cancelled 3 of the 4. Why must it take so long for them to investigate and refund me when I said they were fraud in the same phone call as the others they cancelled?

   

   

   

   

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

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

  Customer Answer

  Date: 03/11/2025

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

  [Your Answer Here]

   Im not satisfied with that answer! All I want is a refund for the fraudulent charge! I have contacted my bank and reported fraud. Ive taken the necessary steps! I just please want my refund! Nothing else!

   

   

   

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

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

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond to *** *** ********`s complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre 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 cancelled 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 ********************************************
  
  Upon reviewing the order related to your complaint, and as previously explained, we can confirm that *** *** ******** has already contacted our support team directly through our website regarding your case. We have promptly escalated the matter to the appropriate team for a thorough review of the order and account details and in order to retrieve your refund, we kindly ask that you contact your bank and initiate a chargeback for the fraudulent purchase. This step may help expedite the resolution process on your end as well.
  
  If there is anything more we can do to assist you, please do not hesitate to contact our team at any time through our *********** by logging into your StubHub account. We are here to support you.
  
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care