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:02/24/2025

  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.

  I ordered two tickets Stubhub claimed to be in possession of for a Feb. 21 NC Symphony concert of *********** 9th. They sent me far CHEAPER tickets to a Raleigh blues festival instead. They admitted, after two days of calls, emails and pointless AI interactions, that this was all on them. Their reseller shipped the wrong tickets to me. I demanded a refund, provided proof that they'd sent the wrong tickets, and when they asked RETURNED the incorrect tickets to them to resell.They were unaccountable at every juncture, with their latest "We'll decided whether to give you a refund within 72 hours" promise broken some 30 hours ago.

  Business Response

  Date: 02/25/2025

  
  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, 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 ******************************************* 
  
  Upon reviewing the order associated with this complaint, I can confirm that *** ***** ******* case has been escalated to the relevant department. We sincerely apologize for the experience he had with this order. Our team will contact him directly as soon as possible regarding this matter.
  
  We would like to thank *** ***** ***** for his patience and understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.     
   
  Sincerely,
  ******* *.
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 02/25/2025

  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:

  Thanks, but I'm sure you'd agree that the response from Stubhub is more vague, noncommittal doublespeak. 
  I am quite aware of Stubhub's business model, and I have used their service a few times -- almost always with at least a moderate level of aggravation.
  This surpasses that. I see NO ACTION on my refund, and their repeated auto-generated "another 72 hours" messages are more of a provocation than you can imagine. 
  They have known of their mistake for over a week now, and have done nothing but evade, prevaricate and delay, tell me anything to get me off the phone, LIE to me when I ask to speak to someone further up the ladder to get past their AI, bots and English-as-a-second-language customer service clerks. 
  This refund for order #********* is OVERDUE. I have been more than cooperative, crystal clear in documenting their s**** up, and I can't get anybody there to take responsibility and see this refund granted. 
  ***** *****

   

   

   

   

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

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

  Business Response

  Date: 02/26/2025

  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, a full refund was processed in accordance with the policies which *** ***** agreed to at the time of his purchase. I apologize for his experience, and for any delay in resolving this issue. ******** will receive this refund within 7 days of todays date.
  
  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: 03/05/2025

  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:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for my sons and followed the steps to activate them for use per the StubHub instructions. I sent the tickets to them via text/email on the day of the game. They went to use the tickets and were told that they were not valid. Via phone as I was not with them, we attempted to have them log directly into Stubhub to retrieve the tickets and upon doing so, were told again by the ticket attendant that they were not valid. As by the time this all occurred, the game was half over, the attempt to get into the game was ended. After about a month due to the holiday season and work/personal demands, I called and spoke with a representative at Stubhub to asked about a refund as the tickets were never used. After a lengthy discussion, I was told that it was too late to get a refund and this representative inquired why I waited so long to call. When I explained the above and tried to ask what the refund time frame was, she would not answer this specifically, but instead placed the blame on me for not acting sooner.

  Business Response

  Date: 02/25/2025

  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 regret the situation reported by *** ****** *********.
  
  The deadline to report a problem with tickets is up to 7 days after the event takes place.
  
  This gives us time to investigate the problem and be able to provide a solution to our buyers.
  
  We regret to inform that in this case it will not be possible to refund *** ****** *********** order as the problem was reported after the deadline.
  
  We are sorry for the situation and thank *** ****** ********* for her understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/25/2025

  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 response states that the tickets will be valid for the event, but as I stated, we were told that the tickets were in fact NOT valid at the time of entry which is why they remained unused.  I do not think that 7 days is a reasonable amount of time to dispute this.  Furthermore, I have had many other additional issues with acquiring tickets for other events through this company.  It is difficult to understand the process to make the tickets usable and when there are issues, it becomes more time consuming and frustrating to fix the issue to be able to use them.  I have had many instances where part of the event for which the tickets were purchased has been missed due to these difficulties.  Suffice it to say that I will NOT be using Stubhub again to purchase tickets for any event and very much object being forced to purchase tickets from a vendor such as this.]

   

   

   

   

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

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

  Business Response

  Date: 02/26/2025

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

  
  In reviewing this complaint, I can confirm that *** ****** ********* did not report any issue with her tickets until after the event had taken place. The tickets were delivered on October 28, 2024. 
  According to the policies *** ****** ********* agreed to at the time of purchase, buyers on StubHub are protected by the FanProtect Guarantee, provided they comply with the required timelines. However, since she did not report this issue until after the event, she is not covered under these policies. 
  As the seller has provided proof that the tickets were sent, we are obligated to pay them in full for the transaction. Therefore, *** ****** ********* is not entitled to a refund or any other form of compensation. 
  
  
  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:02/24/2025

  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.

  December 7 i bought ****** ****** Tickets 7 i used3 and sold 4 im am waiting for payment for 78 days now and still have not received any money i have spoke to 18 people 6 supervisor's and has been told that its being sent to there internal team for review so im still waiting i need help and i hope no one will go through what i have

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond to *** ***** ****** *omplaint, 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, 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 associated with this complaint, we see that *** ***** **** contacted our support team directly through our website regarding his case. This was promptly escalated to the relevant team for review of the order and account information.I am pleased to inform you that *** ***** ****`s payment has already been processed, and he should have received an email confirming this. If you need any further assistance, please feel free to contact our team at any time through our *********** by accessing your StubHub account.
  
  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
  

• Initial Complaint

  Date:02/24/2025

  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 tickets for Wait Wait Don't Tell Me on the 24th of December from StubHub. I received the tickets in my account on the 26th of December.I discovered emails around the 17th of February that someone had hacked my account and tried to purchase tickets to a Rodeo and a basketball game. We then began the process of changing the password and setting up 2-factor authentication. Before we completed the process, the tickets for Wait Wait Don't Tell Me were transferred to another account.We contacted ********************** on the 18th to report the fraud. We received an email response today (24 Feb 25) stating that we somehow transferred the tickets through our fault, and there was nothing they could do (attached). We asked to talk with a supervisor and to talk with the fraud team. We were denied access. We asked for a phone number to the fraud department. We were denied. We asked for the team that determined the resolution. We were referred to the email. StubHub refused to work with us to come to a resolution for the fraud committed against us. We just want the tickets back or a refund.

  Business Response

  Date: 02/25/2025

  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 the inconvenience ************** is experiencing. We fully understand the importance of attending live events and the necessity of ensuring the safety and security of all parties involved in every transaction.
  Upon thoroughly reviewing the case, we have confirmed that this matter has been escalated to our ********************** for a detailed investigation. Given that the event took place 16 days ago, we recognize the urgency of this issue and are treating it as a high priority.
  We appreciate **************s patience as our team works diligently to resolve this matter. In the meantime, we kindly ask her to closely monitor her email for any updates regarding the progress of the investigation. If any further information is required, our team will reach out directly to ensure a timely resolution.
  

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

  Customer Answer

  Date: 02/26/2025

  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:

  [Your Answer Here]

   You are not addressing the fact that someone hacked my account and stole the tickets from me. I understand that this is third party sellers. The issue is that someone HACKED my account and TRANSFERRED the tickets WITHOUT MY AUTHORIZATION. The tickets were stolen from me. We did go through the proper channels initially and were told there was that there was nothing you could do because we gave the account information to a family member, friend, or acquaintance (listen to you phone recording of 2/24/25). We did not give our account information to *****, he hacked me. We just want our tickets back or a refund since they were STOLEN.

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond to ************** BBB case # ********.. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  In reviewing  ************** account, she contacted StubHub on February 19, 2025, stating that someone is using her account. Previously, there's 2 attempts of purchasing tix on her account using her card but that weren't premitted by the bank.. This was immediately escalated to our Trust & Safety team to review the order and account information. We will email *** ***** with the next steps for his order as soon as possible. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.     
   
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  Feb4 I received an email saying my order would be refunded. Today, february 24th, I still have not received a refund. Please advise when the refund will be processed. The email is attached.

  Business Response

  Date: 03/12/2025

  Thank you for the opportunity to respond to *** **** ***** complaints, BBB case #********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at www.stubhub.com/legal?section=ua
  
  We regret the situation reported by *** **** *****.
  
  We can confirm that we are working to resolve the issue, and that *** **** ******* refund will be processed as soon as possible.
  
  At this time, we kindly ask that *** **** ***** please wait, and we will be in touch providing an update.
  
  We thank *** **** ***** for his patience and understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 03/16/2025

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

  [Your Answer Here]

   

   this issue has been ongoing since February 4th without a satisfactory update and now March 12 I was told to wait for an update and 4 additional days have passed? 

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 03/19/2025

  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 are very sorry to hear about the situation *** **** ***** reported.
  
  We can confirm that we are working as quickly as possible to resolve *** **** ******* issue, and will be in touch as soon as we have an update.
  
  At this time, we would ask that *** **** ***** please wait for a response from our team.
  
  We understand that this may be frustrating, but we can confirm that we are working on it.
  
  We thank *** **** ***** for his patience and understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 03/22/2025

  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:02/24/2025

  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.

  Feb 10 1253am and 1256am i received two emails with the subject line "Refund for order *********" stating that a refund has been processed to Apple Pay $4,385.00. "Today is February 24th, and despite escalation I have not yet received a refund. Please advise when the refund will be processed.

  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 the inconvenience this situation has caused you, ***** *****. At StubHub, we are committed to ensuring a smooth and hassle-free experience for both buyers and sellers. After thoroughly reviewing the transaction in question, we found that the original seller failed to fulfill the order, which prompted us to provide you with replacement tickets as part of our FanProtect Guarantee.

  As stated in our guarantee, if a seller is unable to fulfill the order, we are responsible for offering alternative tickets to ensure you have a satisfactory experience. In your case, replacement tickets were provided, which means a refund will not be issued, as we have fulfilled our obligation to provide you with the tickets you purchased.

  We understand that this may be frustrating, and we truly regret any inconvenience caused by the situation. We appreciate your patience and understanding throughout this process, and we are always here to assist with any further concerns.

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

  Customer Answer

  Date: 03/02/2025

  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 event was January 27th, please note I was not able to access the replacement tickets. On February 9th (please note this is 12 days after the event), I received two emails for the refund which I noted in the original complaint. February 22nd I was told to add a payout method. I still have not received a refund. 

  Your assessment of the situation is incorrect, I received emails stating the refund was processed February 9th. Please process the refund promptly as promised or I will be disputing this transaction with my bank.

   

   

   

   

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

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

  Business Response

  Date: 03/31/2025

  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.  
  
  As we informed in the email sent on January 29th, the case has been reviewed and unfortunately a refund will not be processed as the tickets received by ***** ***** were valid for the event. We can confirm that in accordance with our terms and conditions, ***** ***** was provided with alternative and comparable tickets and these were valid, so in accordance with our policy, a refund will not be issued.
  
  We thank ***** ***** for the patience and understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 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:

  The replacement tickets experienced the same issue. The TWO refund emails were issued AFTER, the replacement tickets did not work. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/24/2025

  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 searched for ******** in *******, **, on February 24, 2025, for the showing on March 14, 2025, with my location services on as additional security. I selected the show that Ticketmaster confirmed was in *******. However, the tickets provided by Stub Hub were in ************* instead. I have called Stub Hub 3 times to stop the order.All three customer service representatives have said, "Go on the website and place the tickets back for sale." When I explained that I didn't have the tickets in my possession because they hadn't been transferred to me, they said it was "okay." It is my understanding that that is fraud. It is also my understanding that if I my resale tickets are purchased, but are never transferred to me and thus I cannot transfer to the new buyer, I will be held responsible as a seller and Stub Hub will charge me for breach of contract.I refuse to resell tickets I do not possess. Before requesting a refund, I requested a transfer to the ******* show, but both options were denied. I am also filing a dispute with my bank.I have still not received any tickets, and Stub Hub is unwilling to block the order to save the seller and to refund my purchase price. But they are all confident that I can put tickets I do not have up for sale on their site again.

  Business Response

  Date: 02/25/2025

  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 all information regarding the location of the event is available before buyers make a purchase.
  
  Unfortunately, it will not be possible to refund *** ******* ******** order.
  
  Regarding fulfillment, we can confirm that the seller has already transferred the tickets, and *** ******* ****** has received an email with instructions on how to accept the tickets.
  
  If *** ******* ****** does not wish to continue with the tickets, she can place them for sale on our website according to the instructions previously provided.
  
  We regret that this does not meet *** ******* ******** expectations.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/25/2025

  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:02/24/2025

  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 three tickets to see the The Little Mermaid at the ********************************* at ************** on February 22, 2024, with the understanding that we would watch a live show with performers. Instead, they played The Little Mermaid movie that has been out for 30+ years. There was NOTHING in the marketing of the event that indicated this was a showing of The Little Mermaid movie. The marketing of the event showed a marque, like a Broadway event. The event was also in a playhouse/event space where live performances take place. There was NO indication that this was going to be a movie. The marketing is/was deceptive, and the product is not what was resented through StubHub. I also had to explain to my 4 year old, whose birthday this was for, why were watching the movie and not the performance I had promised her as a gift. Had I know this was a screening of the movie, I would NOT have paid $318.43.The StubHub FanProtect Guarantee also states the following:"If there is an issue with your order, we'll make it right with with comparable or better tickets or your money back."I have a big problem with the misrepresentation of this event. I called StubHub to resolve the issue, and they stated that they do not give refunds after events. This is not part of the FanProtect Guarantee. I did not receive what I paid for and will gladly accept a refund.*** *********

  Business Response

  Date: 02/25/2025

  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 are sorry for the situation reported by *** *** *********-********.
  
  We can confirm that we will provide the necessary assistance, and will send an email today requesting further information and evidence of what happened.
  
  We thank *** *** *********-******** for her assistance.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/27/2025

  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:

  With their blow-off email response, Kelci, at StubHub, is taking no accountability for the misrepresentation of the event through their website.  I understand they are looking for ANY and ALL reasons to put this responsibility back on me, the customer, as they are driven by greed.  However, THEY marketed the event as a LIVE performance based on the images used in their own advertising, which was a Broadway marquee.  I provided all images reflected on their own site.  They did not represent the event accurately, and they are not owning up to this FACT.  Her email implies that the event was marketed as a film on their website, and that is a lie.

  I discovered this event through StubHub, not the event space.  In Kelci's reply, she pointed back to the notation of a "sing-a-long" on the event's website, however, why would I need to look at the event space's website, when I purchased the tickets from StubHub?  Why would StubHub need to exist if customers had to go to event spaces' websites?  If customers are to go to an event space website, there would be no need for companies like StubHub.  Also, how am I to know that a sing-a-long is a movie?

  After receiving their disappointing reply, I looked at the website for the ***** *** ****** Theater (the event space)...tickets were being sold at $17 dollars a piece, for $56 total (not inclusive of tax).  Not only was the event misrepresented on StubHub, but they participate in SEVERE price gauging having charged me a 600% ************** Again, the event was NOT marketed as a "film" through StubHub.  Had I known that the event was a FILM being sold at 17$ a ticket through the ***** *** ****** theater website, I would have either: not purchased tickets or I would have purchased them directly through the event space's website.  Again, if they are going to point customers back to an event space, they should not even bother being in business.

  StubHub participates in deceptive marketing practices, price-gauging, and disrespect for legitimate customer concerns, feedback and experiences.  I expect compensation and will NOT SETTLE for anything less.

  Sincerely,
  
  *** *********-********
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  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.  
  
  A Chargeback was opened by *** *** *********-********, and at this time we are unable to assist, as the dispute was passed directly to the bank.
  
  We recommend that *** *** *********-******** contact the bank to verify further information.
  
  When we hear back with an update from the bank, we will be able to provide further information.
  
  We thank *** *** *********-******** for the patience while we tried to resolve the issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 03/24/2025

  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:02/24/2025

  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 sold tickets on Stubhub back in January, the event was January ********. Their official policy is that they send payment 5-8 days after the event, that makes sense and is all well and good. Those 8 days passed, it has now been over a month and I have still not been paid the $750 they owe me. There was no problems with the tickets or the event, and they cannot give me a clear answer as to why I have not been paid or when I will be paid, I find this to be completely unacceptable and bordering on criminal.

  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 would like to sincerely apologize for the inconvenience this has caused ***** *******. We understand how crucial it is for him to receive payment for the tickets sold on our platform. After a thorough review of his account, we found that our team has already been in contact with *****. He was informed that his case was escalated to our ******************* for further investigation and reprocessing of his payment on February 24. We kindly ask that he continues to monitor his email for any updates, as we are actively working to resolve this matter as quickly as possible.

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

   

• Initial Complaint

  Date:02/24/2025

  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.

  On December 11, ************************************************ ******* on Sept 3rd 2025 had come on sale. The price was high because it was the only concert available so I bought 4 tickets at 400 cad per ticket. On December 12, 2024 they had come out with a second concert on sept 5, 2025 because the first concert sold out fast. The tickets for this concert are on a better date and for almost half the price. When I called stubhub to see if I could get a ticket transfer they said all ticket sales are final as per the contract. I feel as if this shouldn't be allowed. I only bought the pre-sale concert tickets at an inflated price because they were for the only concert in ******. By adding another concert my tickets have been devalued, un-sellable towards getting my money back toward going to the concert on a better date.

  Business Response

  Date: 02/25/2025

  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 ********************************
  
  Ticket prices are set by sellers and may be above or below the face value. All information about how our platform works is available on our website and also in our terms and conditions.
  
  If *** ****** ******* does not wish to continue with the purchase, he can put the tickets on sale on our website, as the event is still a long way off.
  
  Unfortunately it will not be possible to refund ** ****** ********* order as all purchases are final as outlined in our terms and conditions.
  
  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