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:03/05/2025

  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
  
  

• Initial Complaint

  Date:03/05/2025

  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.

  Bough concert tickets on stubhub, can not attend set up a listing to sell my tickets on their website, wanted to make sure I did it correctly so I called customer service I spoke to *****, he barely speaks English I explain him that I needed him to check my listing , he create a new listing for me, so the next day I received an email that my tickets were sold, call customer service again so I can get info how to transfer tickets, Im told that I had 2 listings both sold, that I needed to but 2 more tickets at 800 to fulfill both listings! I create one, the stubhub employee create the other one, I just ask for my money back, 450 for my 2 tickets, he wants me to spend 1600 extra yo get 405 back! I told him that wasnt my fault , it was ***** fault the customer service from ********************** the guy I spoke to **** SUPERVISOR very rude hang up on me . I lost my money and he told me I was going to be charged 1600 in my card that I was suppose to get my money back. No one speaks English there. They dont understand well and not fit for this jobs

  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 *******************************************
  
  I wanted to address the issue regarding *** ********** listing. As per our policies, all sales are final and cannot be canceled. This is clearly stated in the terms and conditions of our platform.We have been informed that Ms.********* is unable to fulfill her other listing due to a double listing error.However, there have been no charges applied to her account as of now, as she still has time to fulfill the sale. If the sale remains unfulfilled, a charge will be applied. *** ********* has been advised that she may submit a dispute if any charges are incurred, and we will carefully review her case.
  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against StubHub regarding my recent ticket purchase (Order #*********) made on February 20, 2025. StubHub failed to provide critical information about the purchase, including:1.The currency of payment, which was not disclosed at any point during the transaction.2.The specific location of the seat(s) I purchased, which was also omitted from the ticket details.These omissions constitute a lack of transparency and misrepresentation of the product I purchased. Despite reaching out to StubHub to address these issues and request a refund, they have refused to resolve the matter.This lack of disclosure violates consumer protection standards and has caused me financial harm and frustration. I believe that StubHub should be held accountable for failing to provide complete and accurate information about their products.I kindly request BBBs assistance in mediating this dispute and ensuring that StubHub provides a full refund for my purchase or resolves this issue appropriately. I am happy to provide supporting documentation, including proof of purchase and correspondence with StubHub, if needed.Thank you for your time and assistance in this matter. Please feel free to contact me at **********, ****************** if further information is required.Sincerely,******* **

  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 *******************************************
  
  *** ** 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 her purchase. We are obligated to pay her 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 she 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 ***********************

  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:

  Dear Better Business Bureau,
  Thank you for providing me with StubHubs response to my complaint regarding Order #*********. While I appreciate their acknowledgment of my concerns, their reply fails to address the critical issues I raised. I would like to provide additional clarification and reiterate my complaints:
  1.Lack of Transparency Regarding Currency:
  StubHub did not disclose the currency of payment at any point during the transaction. As a result, I was charged in a currency I was not informed about, leading to unexpected charges. StubHubs response completely ignores this issue and provides no explanation as to why the currency was not disclosed upfront. Transparency in pricing, including currency details, is a basic expectation for any marketplace and is required under consumer protection laws.

  2.Omission of Detailed Seating Information:
  At the time of purchase, StubHub failed to provide detailed information about the seat location, such as section, row, or seat number. This lack of clarity constitutes a misrepresentation of the product I purchased. StubHubs response does not address this concern at all and instead makes a general statement about their policies, which does not justify their failure to provide this essential information.

  ********* Not Delivered:
  Contrary to StubHubs claim that the tickets were delivered on time and exactly as described, the tickets have not been delivered to me at all. This statement is factually incorrect and further demonstrates their lack of accountability in resolving this matter.

  4.Failure to Address My Concerns:
  StubHubs response focuses on their general policies and terms of service but does not provide specific answers to my complaints about currency disclosure, seating information, or ticket delivery. Their suggestion that I relist the tickets is irrelevant since the tickets were never delivered in the first place.

  I respectfully request that BBB hold StubHub accountable for failing to provide transparency in their transaction process and for misrepresenting key details of my purchase. At a minimum, I am seeking:

  A full refund for this order due to StubHubs failure to disclose critical information (currency and seating details) and their inability to deliver the tickets as promised.

  An explanation as to why these omissions occurred and what steps StubHub will take to ensure transparency for future transactions.
  Thank you for your continued assistance in resolving this matter. Please let me know if further documentation is required on my part.

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

  
  

  
  
   
  

  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:

   Dear Better Business Bureau,
  Thank you for providing StubHubs latest response. Unfortunately, their reply feels like yet another generic and automated statement that fails to address the core issues I raised in my complaint.
  I respectfully request that BBB hold StubHub accountable for these failures and require them to provide a proper resolution, including a full refund for my purchase. Their responses so far have been inadequate and dismissive, their repeated use of automated responses shows a lack of respect for BBBs authority and demonstrates their unwillingness to engage meaningfully with this process, further compounding my frustration as a consumer.
  Thank you for your continued attention to this matter.
  Sincerely,
  ******* **
  

  
  
  
  
  
   
  

  Business Response

  Date: 04/28/2025

  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 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 ********************************
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify our position regarding the complaint filed by *** **************** reviewing the details of the order referenced in this complaint, we must respectfully inform you that, as per our policies, *** ** is not entitled to a refund for this transaction. All sales on StubHub are final, as clearly stated in the terms and conditions that *** ** agreed to at the time of her purchase. This policy is designed to ensure the integrity of the marketplace for all users.
  
  Additionally, we are obligated to pay the seller in full for this transaction, as the tickets were delivered on time and exactly as described in the listing. Since the event in question has not yet occurred, *** ** still has the option to relist the tickets on our platform if she no longer wishes to use them.
  
  We understand that this may not be the resolution *** ** was hoping for, and we strive to provide excellent service to all of our customers. However, as all sales are final under our policy, we are unable to issue a refund.

  As explained previously, we cannot approve any refund according to our terms and conditions.
  
  Thank you again for the opportunity to provide clarification regarding StubHub's policies. If you have any further questions or need additional information, please do not hesitate to reach out, and I would be happy to assist further.
  
  Sincerely,
  ***** *.                                                                                                                                                              
  Executive Customer Care
  
  

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  On 10/19/24 I attempted to attend a ****** ***** concert in *****, ** for which I had purchased tickets for $6242.95. Upon arrival I was denied entry as someone had already claimed my tickets from another email. I was promised a refund within 14 days and instructed to buy other tickets as they were only able to replace tickets of like or more value and the show was sold out. I opened another account and purchased tickets available. I have repeatedly called weekly to ***** status of my refund. I have been told different stories each time and blatantly lied to multiple times. I just want my money back.

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond to *** ****** ****** s BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase 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 buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  
  I apologize that *** ****** ****** recent experience with StubHub fell short of her expectations. 
  Our team is actively reviewing the information *** ****** ****** provided and will be in touch with her to promptly address *** ****** ****** concerns. 
  We are committed to resolving *** ****** ****** issue as quickly as possible. *** ****** ****** satisfaction is our priority; thank you for her patience and understanding. 
  
  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: 03/24/2025

  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 am aware of the StubHub policy. I was informed that no tickets of better or equal value were available. The employer advised me I would receive a refund within 14 days which I have not. I have called weekly to reassess status of my refund for 5 months and been told a different story every week with blame repeatedly being passed around from this person failed to do the appropriate steps to even being accused of already receiving my refund. I have confirmed my identity, shown all the supporting documents, been more than patient. I just want my money and this terrible experience to be over.  

   

   

   

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

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

  Customer Answer

  Date: 03/26/2025

  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:

  Yet again I was informed to reset my StubHub password to access my blocked account to still be unable to access my still blocked account. The only contact I have had with StubHub is they are working on it. I have not been notified by StubHub of any resolutions on their part. 

   

   

   

  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 *** ****** ****** s BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase 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 buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  In reviewing ****************** complaint, I can confirm that since our last email, we have not received any communication from her regarding the password issue. If *** ****** ****** is still experiencing difficulties resetting her password due to the account being blocked, we kindly ask her 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. If I can be of any further assistance, please let me know. 
  
  Sincerely, 
  ******* *. 
  StubHub ***********************

• Initial Complaint

  Date:03/05/2025

  Type:Billing 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.

  Partial Chargeback Reversal Needed - Order #********* I'm writing about an unresolved chargeback issue with Order #*********, which was a ticket sale for an event on 2024-11-04. Despite multiple support calls, a physical letter sent February 4th, and regular follow-ups since the initial incident, one charge remains outstanding. I sold tickets on StubHub and my account received two chargebacks for a single fraudulent claim of "tickets not as described". The amounts were $4,438 and $738. While the $4,438 charge was promptly reversed (acknowledging the buyer's invalid claim), the $738 charge remains unpaid without explanation.Since both charges resulted from the same disputed transaction, and the larger charge was already reversed, I request immediate reversal of the remaining $738 to fully resolve this matter.Order: #********* Outstanding Amount: $738

  Business Response

  Date: 03/08/2025

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

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third ******** 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 ***'s complaint, I can see that the charge received for the sale referenced in this complaint was reversed on 07-Mar-25, a payment was submitted on that date to reverse the charge. *** will see this reflect within 7 business days of the date it was processed.
  
  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

  Business Response

  Date: 03/08/2025

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

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third ******** 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 ***'s complaint, I can see that the charge received for the sale referenced in this complaint was reversed on 07-Mar-25, a payment was submitted on that date to reverse the charge. *** will see this reflect within 7 business days of the date it was processed.
  
  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: 03/09/2025

  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.

  StubHubs Unfair Policies Cost Me $505.77 for a Concert I Couldn't Attend I am filing this complaint against StubHub for unfair policies, poor system design, and unjust penalties, which caused me to lose $505.77 for a concert I never attended. Despite four calls to customer service, ********************** refused to help, misled me, and charged me unfairly.Summary of ***************** Losses:- I purchased two tickets for ****** Timberlakes 10/27/24 concert for $504.25. The event was rescheduled to 2/14/25, a date I couldnt attend due to international travel.- StubHub refused refunds, forcing me to resell. Due to the date change, I had to severely discount my tickets, selling them for $333.00a $171.25 loss.- I unintentionally created two listings one day apart, but StubHub never warned me.- First sale completed successfully, and I transferred my tickets. However, days later, I was notified that they sold again.- StubHub demanded I transfer tickets I no longer had. When I called, they blamed me and forced me to find replacements.- With only 2 days before the concert and preparing for an international flight, I had no way to find replacements.- StubHub canceled the second sale and charged me a $334.52 penalty.- Final loss: Forced sale loss (-$171.25) + unfair penalty (-$334.52) = $505.77 lost for a concert I never attended.Why This Charge is Unfair:- StubHub refused refunds for a rescheduled event, forcing me into a loss.- They never warned me about the duplicate listing.- **************** misled me and pressured me into an impossible situation.- Rigid penalties unfairly punished me for an honest mistake.Requested Resolution:I demand a full refund of the $334.52 penalty and reimbursement for my $171.25 loss ($505.77 total).If StubHub does not resolve this, I will dispute the charge with my bank, file complaints with the ************** General, and escalate publicly. I expect prompt action on this matter.

  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.
  
  In researching ****** ***** ***** complaint, I see that ****** ***** ***** was contacted directly and the issue is being resolved. ****** ***** ***** will receive an update once this is 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 ***********************

  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:
  

  I appreciate the attention to this matter. However, I was not refunded for my loss yet, and I wasnt compensated for the additional time and effort I spent (not to mention the traumatic experiences). I am waiting for the resolution, therefore case is not closed.

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

  Customer Answer

  Date: 03/13/2025

  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 business has not provided the full refund I requested 

   

   

   

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

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

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond to ****** ***** Inonu 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 ********************************

  I apologize that ****** ***** ******* recent experience with StubHub did not meet expectations.
  Our team is actively reviewing the information provided and will reach out promptly to address any concerns. We are committed to resolving this matter as quickly as possible, as customer satisfaction remains our priority.
  Thank you for your patience and understanding.

  ******* ** ********** * ********* ******** **** ****** * ******** ***** ** * **** ** ***** *** ** ******* 

• 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 a ticket for a show on Tuesday March ****** through StubHub. At the venue, I downloaded my ticket and it was in fact mis-labeled for Wednesday March 5, 2025. I spoke with StubHub live chatbot at the time and was told I would receive a refund. Upon calling today, March 5th, I have been told that since the event has passed, the best they can offer is 25% back in credit.I want my 100% refund because I had to buy a ticket from another concert goer in order to go the show I initially planned to go to.

  Business Response

  Date: 03/08/2025

  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, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets,they are purchasing from a third-party seller who sets their own prices for the tickets listed.
  
  In researching the complaint filed by *** ********* I can see that the refund was successfully processed on 08-Mar-25. Please allow up to 10 business days to see this reflect on his original payment method.

   

  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: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 front row tickets and were sent the wrong tickets, spent 2 days going back and forth with Stub Hub. They made me send back to wrong tickets then told me they cannot provide seats promised and will also not be able to give me back to seats i transferred back that would at least keep me in the same section. No discounts offered and told me to ask for a refund but if i do that now tickets have increased by an extra $90.00 and i cannot get the row i originally purchased. THIS IS THE WORST ****** SERVICE EXPERIENCE EVER!!!!!!! How is a company allowed to do this to it customers?????? I want what was promised to me or at least something in same section with my large group that is attending this event.

  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, 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 *******************************************
  
  The following is stated in the policies which ****** ***** agreed to at the time of their purchase: If you receive tickets that are not comparable or better than the ones you ordered,notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these  policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost,quality, availability and other factors.
  
  ****** ***** has been sent options which are considered comparable according to these policies. We cannot offer any tickets not generated in the offer which was sent to them. If the options presented are not satisfactory, or no options are presented, ****** ***** has the option to be refunded for their order in accordance with the FanProtect Guarantee and policies which she agreed to at the time of her purchase, and are able to request this refund at the bottom of the replacement offer page.
  
  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 ***********************