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:03/02/2025

  Type:Order 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.

  Paid extra to get guaranteed tickets in row 19. Received tickets in row 18, (which cost less money), but I placed 5 orders to ensure 16 family members would be back to back rows. I stead, we had a whole row of people between us which caused major problems with 2, 4, 5, and 6 year olds that needed constant assistance which Interfered with 8 people in the row between as well as our entire party. Before we accepted the tickets Stub Hub AI Assistant said this was a major failure of our tickets. **************** said it was a technical error on the email and I should accept the email that had wrong row o. It. THEN, Stub Hub said our tickets were an upgrade AFTER we received them and flatly refused to assist us any further. Have of the money we paid was in fees and guarantees that we did NOT GET!!

  Business Response

  Date: 03/05/2025

  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 in accordance with our terms and conditions, buyers will receive tickets as purchased, or comparable tickets. In this case, the tickets received by *** ******* ***** were an upgrade to the tickets purchased, and this is within our policy.
  
  We regret that we will not be able to provide a refund for this order.
  
  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:03/02/2025

  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 February 5, 2025, a full month ago, I purchased two tickets to a Las Vegas Golden Knighs hockey game on Stubhub, the game date is March 9. It is March 2, and I still don't have the tickets. I've done both chat and phone call with customer support and still don't have the tickets or a resolution. I was told today on the phone that I have to wait 1-2 days before the game to request a refund if they haven't shown up in the mobile app by then. I shouldn't have to wait that long for replacement tickets or a refund, and be left hanging about whether we are attending the game or not. I also prepaid for parking $20 at a nearby hotel, and probably will lose the money for the parking.

  Customer Answer

  Date: 03/03/2025

  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:03/02/2025

  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.

  2/28/25 purchased 3 day pass for Indy car. Cost was $201.90 total. After purchase, stub hub advised I had to wait 24 hours to access my tickets. Therefore, I was not able to go on that Friday. I went on Saturday and my tickets were not accessible so I had to purchase tickets again at the ticket box for the event. I emailed customer service- no response. I then searched for customer service on Sunday- When I called ********************** they advised their policy is that I needed to call the day of purchase for a refund, even though when I purchased the tickets on Friday- 2/28 and they said I had to wait 24 hours for tickets! This company is a fraud and has taken my money without providing the service I paid for. I want a refund.

  Business Response

  Date: 03/05/2025

  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, 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 want to take this time to apologize for any inconvenience this may have caused ****** *******. At StubHub, we strive to make the ticket buying and selling experience as seamless as possible. That being said, ****** ******* has claimed that the tickets were received too late. Could ****** ******* provide proof to support this claim?

  ******* ** ********** * ********* ******** **** ****** * ******** ***** ** * **** ** ***** *** ** ******: 

• Initial Complaint

  Date:03/02/2025

  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.

  Stub hub is a total scam company !! Do not use their website or purchase from them!! I showed up at the venue and was told my tickets were not valid. THEY ARE SELLING FAKE TICKETS ! They emailed me tickets that did not scan and was invalid !! After standing around waiting for sub hub customer service to call me back ( at this point , it was midway through the event )stub hub said there is nothing they can do and they will refund me ( eventually ? ). I paid for gas tolls parking and this was my kids birthday present . My kid was devastated and was looking forward to event this for months ! The workers at the venue said that only Ticketmaster tickets are valid and they tell everyone to stay away from stub hub and this happens all the time to people ! This business needs to be shut down. **************** ***** . They offered no additional compensation and hardly seemed apologetic. ****** ! ************!! I told everyone I know to stay away for ever and never purchase from them . I have no idea how they are still able to be in businesses. Its disgusting to do this to people . They should be ashamed

  Business Response

  Date: 03/03/2025

  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 ******************************** 
  
  After a thorough review of ************s StubHub account, we would like to sincerely apologize for the experience she had with the order associated with this complaint. We understand how important this event was for her and her child, and this is certainly not the kind of experience we aim to provide.
  
  We can confirm that her case is currently under investigation by the relevant department, and we have sent her an email directly to address this matter.
  
  If ************ requires any further information or assistance, we kindly request that she contact our ************ Our team will be more than happy to assist her in resolving this issue.
  
  Additionally, we would like to express our gratitude for the information she has provided, and her patience throughout this process is greatly appreciated.
  
  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: 03/03/2025

  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:

  they offered me $130 in a credit towards the future purchase. There is no way I am ever purchasing from them again they sell fraud tickets. What does it help me to get $130 credit for fake tickets? I paid over $100 between parking gas and tolls and I expect a refund a refund for that. I do not need a fake credit. I also never received a credit back to my card for the original purchase. 

   

   

   

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 03/05/2025

  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 ********************************
  
  As explained in the email we sent to *** *** **** on March 3rd, the refund request has been sent, and once the refund has been processed, *** *** **** will receive a new confirmation email.
  
  We regret that this may take longer than expected, but we are working to resolve the issue.
  
  We also sent information about the voucher that was issued to ************ in the same email.
  
  We thank *** *** **** for her understanding and patience.
  
  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:03/02/2025

  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 tickets through their website, after the first attempt failed, and i received no notification or charges relating to the initial purchase i then placed another order. when opening the website again the information was automatically filled in as if the order picked up exactly where the previous order failed. I then submitted the order and received a confirmation email and bill for 2 tickets instead of the 1 ticket which i initially entered and intended to order. after reaching out to the customer service line and waiting around 90 minutes I was told that there was nothing they could do. i asked to speak to a supervisor which the customer service *** said they would connect me to. after waiting on hold another 10 minutes I was told that my request did not meet the criteria to speak to a supervisor and there was nothing to be done. I told the ***resentative that I didn't believe they had spoke to a supervisor and requested the transcripts which they said another department provided and they could not submit a request on my behalf. i then requested the process in writing which they said was unavailable. I asked about information for people who are disabled and non verbal which he then tried to find documents but was unable to provide anything other than an email with a survey link which directed me to the general help line and no way of reading the process. All in all, I will most likely put a stop payment on the charge and inform my bank the reasons why, but i was surprised at how unwilling the company was to correct something as simple as this.

  Business Response

  Date: 03/03/2025

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

  We want to inform you that *** *** ****** agreed with our terms and conditions at the moment of purchase. As all our sales are final, changing the number of tickets is impossible once the transaction is completed. The customer can instead relist the tickets for sale in case he can no longer attend the event.

  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:03/01/2025

  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.

  This company charged for a show that was supposed to take place in October of last year. The show was postponed which was fine but at this point it has been 5 months and still no rescheduled date. I've asked them how long they allow event organizers to have a show in postponed status and they weren't able to provide an answer. I asked if I can have a refund or at least credit to put towards another show as I spent a lot of money on these tickets. They will not accommodate and instead are telling me to resell tickets for an event that literally has no date, like it doesn't even exist. They do not care about their customers and they do not hold anyone accountable. I asked if they expect me to have tickets for a postponed event for years? Again no response. Please please please do not purchase tickets with this company. They are trash.

  Business Response

  Date: 03/03/2025

  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 researching ******************************** I can see that her event has been postponed by the event organizers. *** ******* ***** tickets will be valid for entry on the new date when it confirmed by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. If *** ******* ***** is unable to attend the postponed event their sole option is to relist their tickets for sale as she is not eligible to receive a refund for this transaction.   
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 03/03/2025

  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]

   There's no time frame of when that event will  be reschedule. It's already been half a year. I think as a middle man they should be able to provide an idea of when that rescheduled date will be and set realistic timelines and policies with event coordinators that they partner. Leaving this decision up to an unknown party is not professional. 

   

   

   

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

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

  Business Response

  Date: 03/05/2025

  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, 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 *******************************************  

  
  We completely understand *** ******* ***** frustration regarding the lack of a new date from the event organizer. Many of our customers share the same concern, and we truly appreciate her patience. 
  As per our terms and policies, we must wait for the event organizer to confirm a rescheduled date before we can provide further guidance on attending the ********************* concert. If *** ******* ***** is unable to attend the new date or chooses not to, *** ******* ***** has the option to allow someone else to use her tickets or relist them for resale. 
  Rest assured, as soon as we receive an update from the organizer, we will inform *** ******* ***** immediately. In the meantime, we encourage *** ******* ***** to keep checking for any updates, which will help us provide the most accurate information about the event. 
  
  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:03/01/2025

  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 bought a $130 premium parking pass for a concert in ********* through StubHub. The parking ticket comes in the mail that I have to sign off on. The ticket information had the incorrect address that was listed for *********, not **************. I contacted them via email and they would not respond so today I called them after giving them weeks to respond. The lady on the phone continued to tell me that they would not issue me the correct parking pass and they would not refund me. The only thing they gave me was a 25% voucher for the order which is $31. Now, I cannot sell the parking pass with the incorrect information. They didnt give me a refund on a ticket that they messed up, and would not issue me the correct ticket. So why on earth would I use a voucher to a business that I will never be affiliated with again? Exactly.

  Business Response

  Date: 03/03/2025

  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 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 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 the purchase linked to this complaint, we can confirm that *** ******** contacted our support team regarding her case, and it was promptly escalated.
  
  Please note that when sellers fail to fulfill orders or provide unexpected tickets, we do our best to ensure that buyers can still enjoy the event. In this case, our agent contacted *** ******** by phone and offered her the option to keep the tickets she received, along with a 25% voucher of the purchase price as compensation. *** ******** accepted this offer during the call.
  
  Therefore, we are unable to offer any refund, as she agreed to keep the tickets with the provided voucher. While we understand that the alternative tickets were not equivalent to her original purchase, *** ******* received the tickets in time for the event and accepted them.
  
  As a result, *** ******** is not eligible for a refund for the order referenced in this complaint, as we are obligated to compensate the seller for the transaction. If the event has not yet taken place, *** ******* will need to either relist or use the tickets, as no further refunds or compensation can be provided.
  
  Please note that if *** ******** wishes to request a new review of her case, she will need to contact StubHub directly, as the Better Business Bureau is not the official channel for purchases made on StubHub.
  
  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:03/01/2025

  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.

  I purchased two tickets for the ******** concert in *******, ** on September 26, 2024 totaling $197.99. On the day of the concert, Hurricane ******** predicted path was very near ******* where the concert was to be held. The weather was quite bad, so the band and the venue both officially posted on their social media accounts that anyone who is unable to attend the concert will be refunded. I immediately submitted a request to Stubhub, however after multiple emails I have yet to receive a response from management.See the bands post here: ******************************************************************** ********** can be found here: ***********************************************************************************************************************************************

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond to *** ******* ***** s 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 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 researching *** ******* ***** complaint, I can confirm that *** ******* ***** was contacted directly, and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 03/03/2025

  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:03/01/2025

  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 February 11, I listed tickets to a ***** **** concert for which I could not attend on February 22nd Via stubhub.com The next day, the tickets were sold to a buyer. On February 13, I received an email from stubhub stating that I had not listed the ticket details correctly with Possibly obstructed view Printed on the mobile ticket. StubHub asked me to confirm if this was true and I stated to them via email that I no longer have the tickets in my possession and could not verify this. I received a reply from StubHub thanking me for my response. 10 days later, I was informed by stubhub that the buyer refused to accept and that the transaction would be canceled. I contacted customer service for ********************** because the tickets were not immediately returned to me and that I only had two days to relist. I asked why this could not have been resolved on February 13 when I responded to their email inquiry.They explained to me that it could take up to 10 business days to resolve. I explained to them that this was completely inappropriate that it would take 10 days to resolve this as I needed to relist the tickets on their website.I then relisted these tickets on stubhub.com And they were sold within 12 hours of the listing to another customer. I made the appropriate corrections to the list to include Possibly obstructed view.Approximately two days later, I received a message that the original transaction had been canceled due to my error in listing the tickets and that I would be subject to a fee of $850. I am now in dispute with them on this charge, which will take up to 30 days to resolve. I have also disputed this With ****************. I am filing this dispute because it is completely Inappropriate For stubhub to refund payment to the buyer, Allow me to relist the tickets, Collect a fee for the relisted/sold tickets and then charge me $850. Essentially, they profited $850 From me based on by mistake. This is an unfair business practice.

  Business Response

  Date: 03/02/2025

  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,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 ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets,sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 
  
  In reviewing *** ****** complaint, I can see that the charge he received for the sale referenced in this complaint was a valid charge placed in line with StubHubs sellers policies. The sale referenced in *** ******* complaint was cancelled due to the tickets not having been listed as obstructed view seating. As a result, ******** was not paid for the transaction, and he was held liable for 100% of the costs we incurred per the sellers policies which he agreed to when listing his tickets for sale. The charge received by *** ***** is valid and will not be waived or reduced.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely,
  **** *.
  StubHub Executive Customer Care 

• Initial Complaint

  Date:03/01/2025

  Type:Delivery 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.

  Ordered and paid for tickets that were never delivered. Informed day of show that the tickets were not to be provided and received no reimbursement.

  Business Response

  Date: 03/02/2025

  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, 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 sincerely apologize for any inconvenience this situation has caused ***** ******. We understand how frustrating this may be, and we are committed to resolving this matter as quickly as possible while adhering to StubHub's policies.
  Upon reviewing our system using the provided email and name, we were only able to locate a transaction from 2022. To proceed with a thorough investigation and ensure we address the correct transaction, we kindly request the transaction ID associated with the specific order in question. Once we receive this information, we can move forward in resolving the matter efficiently.
  Please let us know how we can further assist you.

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