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Business Profile

Event Ticket Sales

StubHub, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Ticket Sales.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 7,035 total complaints in the last 3 years.
  • 3,938 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    1/22/25-I purchased 2 event tickets (Cruel World Festival) for $335.66 that were sold as general admission ("GA") tickets, but I received parking passes for the event. The seller uploaded these tickets as general admission tickets in the general admissions section of the event page on ************ I want 2 replacement GA tickets to make me whole. 2/7/25 - Received attached email noting that stubhub would apply "Fan Protection Guarantee" See ****************************************. I would like Stubhub to stand by this confirmation which is attached. However, on 2/20/25 - Rep ****** told me that Stubhub would not honor the confirmation email and that I could not speak to a supervisor. Stubhub is not standing by attached email as well as multiple verbal discussions.Verbal Discussions:1/23/25- Zaei-Stated the tickets I received were shown at the time of purchase as general admission tickets on the stubhub website. He noted that the parking passes were uploaded to the GA section, as well, and that I will be given a refund.1/23/25-*****-Told me the tickets I purchased were GA and that there was an error in the Stubhub website and that the email confirmation that I purchased parking passes was sent in error. He told me to therefore ignore the email and that once the website is fixed that I would receive GA Tickets.2/1/25-Kent-stated that "once my issues were reviewed, I will receive email for refund or new tickets"Thinking the tickets would be honored I did not take a screenshot of the listing. As support for tickets being sold as GA, if I click on the resell button on my order confirmation page on Stubhub.com, it does not bring up the option to sell them in the parking pass section as the dropdown menu only has the different classes of actual entry tickets. In addition, in the confirmation received it suggests at the bottom that I should click on a button to buy parking passes. If they were sold correctly in the parking passes section then it should not have this option.

    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, *** ***** tickets were considered correct.We are unable to process a full refund because *** **** did receive the correct tickets. If *** **** does not wish to keep the tickets, he has the option to relist.

    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: 03/01/2025

    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:

    I am quite concerned about receiving so many communications, including in writing, that I would receive GA tickets and to now have all of those communications be ignored. 

    As further detailed below, I have not heard of a company not standing by written documentation from a company representative. 

    I have the following email from Stubhub.com noting that I would receive Fan Protection Guarantee. Please also see attached PDF of this email.
    **** ******* ***** *** *** ********** ** ********* **** ***** ********* *** ***** ***** ******** **** *** ****** **** **** * *** *** ****** *** ******* *** **** **** ** ** *** ***** ***** *** *** ******* ** **** ***** *** ***** *** ********* **************  ***** * **** **** ***** ***** *** ***** * ******** *** ***** *** ***** *** *** ********* ****** *** *** ******* ******* * *** **** **** ** *** ******* ******* ** **** ***** ** ** *** ***** ** ***** *** *** ********** ********** ** *** ****** **** *** ******* **** ****** *** **** *** *** ** ***** ***** ****** ****** ****** ************* ******* ** * ******* ********* *** ******* ******** ** **** *** ****** *** **** *** ******* ***** ** ** ***** **** *** **** ** **** *** **** ****** **** *** ******** ****** ***** ** ***** * ******** **** ** **** **** *** **** ******** ******


    In their response to my compliant, Stubhub did not address this letter or any of the other supporting documentation noted in my complaint. In addition, multiple Stubhub representatives informed me that I would be getting a refund or general admission replacement tickets. The representatives and dates were:
    1/23/2025 * ****
    1/23/2025 - *****
    2/1/2025 - ****
    In addition, they offered no supporting documentation of the legitimacy of their response. The response lacked all detail except for noting their policy and a  conclusion. 

    To further detail the issue, on the stubhub website the tickets I purchased were represented as General Admission tickets and they were classified as GA tickets on the website. I was only informed that they were General Parking passes when I received the order confirmation. After receiving this confirmation, I called Stubhub on 1/23 and  representative **** stated the tickets I received were shown at the time of purchase as general admission tickets on the stubhub website, noted the parking passes were uploaded to the GA section, and that I will be given a refund. To be sure, I then called Stubhub again on 1/23 and ***** told me that the tickets were noted as General Admission on his end and that the problem was the Stubhub website. He further stated that once the website issue was resolved I would receive the GA tickets.

    Documentation (See attachments):
    Exhibit A - When I click to resell the tickets on the website, I am not able to choose Parking as a section. This is because the tickets were sold in the admission ticket section of the website.
    Exhibit B - *********** *otes the tickets are General Admission Tickets. 
    Exhibit C - The order confirmation notes the option to "Purchase Parking Passes". Why would a parking pass order confirmation note the option to buy more parking. This can only be because the tickets were sold in the admission ticket section of the website.

    Conclusion:

    I can only provide screenshots of what I can view at this point. I cannot provide as screenshot the original presentation of the order. I only know that I purchased tickets represented as General Admission, several Stubhub.com representatives provided verbal confirmation that I would receive General Admission tickets, and I received an email noting that I my purchase would be applicable to the Fan Protect Guarantee.

    The only logical remediation of these tickets is the application of the Fan Protect Guarantee under which I will receive GA tickets to cruel world music festival at no additional cost. Stubhub will then be able to return the parking passes sold as GA to the original sellers.

    Sincerely,


    ****** ****




     

    Business Response

    Date: 03/09/2025

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


    It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, 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. When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets.

    In researching ****** ***** complaint, I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open. Once this chargeback status has been updated, we can proceed with an investigation.

    Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance,please let me know.


    Sincerely,

    ***** *.
    StubHub ***********************

    Customer Answer

    Date: 03/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and it appears that the Credit I received on my **************** card through the **************** dispute system has been finalized, and I have been made whole from this error to no thanks to StubHub personnel until it reached this level of scrutiny. It is highly unsatisfactory that it took so much time and effort for me to get this resolved. If it wasnt for the stub hub team member providing me written confirmation of the refund due to me, which was later disputed by Stub hub, I would likely not be in this Position. I was repeatedly instructed by StubHub customer service representatives that my claim was valid, and that the incorrect type of tickets were provided to me. Then after conflicting information via email and positive information from representatives, in my final call with StubHub I was not allowed the opportunity to speak with a supervisor And the representative was not willing to go through the documentation I provided.

    Please implement operational checks to validate tickets posted or posted to the correct category tickets such as parking versus attendance as well as the level of attendance. This would protect the consumer and reduce customer service costs on your end.

    However, I have to thank you for agreeing to not further dispute this charge back To my credit card any further, so I can close this chapter and likely continue to be a StubHub customer.

    Sincerely,

    ****** ****



     


  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Answered
    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 tickets for a concert in April 2024 when we went to the concert it was canceled about ******************************* not canceled postponed. I called and then they started to process a refund. Well, I couldnt get the credit into my account for some reason, I called my bank. My bank said that they couldnt dispute the charges because I paid with plaid, which means I paid with my checking account instead of a debit Card because for some reason when I was trying to purchase it they werent taking my card. They have sent multiple codes. The codes arent valid. Ive tried to explain that the codes arent working for me and they can clearly see I havent gotten the refund. I dont want store credit. I want a cash refund. I asked them if they could send a paper check instead since they can clearly see all my complaints and that I have not gotten the money-they said this was not possible. Now they just quit responding to my inquiries altogether. Im beyond frustrated. I think I have contacted them almost 40 times about this and its been almost a year.

    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, 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 delay in resolving this matter and for the experience she had with this order. Our team will contact her directly as soon as possible regarding this issue.

    We would like to thank *** ******* ****** for her patience and understanding during this process.

    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:02/25/2025

    Type:Product Issues
    Status:
    Resolved
    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 from StubHub on December 13, 2024, for $865.61, for a Pearl *** concert in ********** on May 16, 2025. I specifically verified that I could relist the tickets if I was unable to attend the concert. I am trying to relist the tickets; however, they keep rejecting my listing because the original buyer whom I bought the tickets from (on StubHub) will not provide their proof of purchase. This is entirely out of my control. I have documentation of my dozens of instances of contact with StubHub spanning nearly 70 days (beginning 12/16/24 and ending today 2/25/25). I have tried making phone calls with agents, chatting with agents, filling out an online query, and have even had the case escalated internally. Nothing has been resolved even after I have followed every one of their directives. **************** is of zero assistance and I think they are just hoping I give up at this point. I originally was not even asking for a refund. I simply wanted to relist the tickets I was no longer using. At this point, I just want a refund because I have zero confidence in this company moving forward. I would be more than happy to provide additional details, if necessary; but, I have no idea what else to do to resolve this issue. Thank you in advance for your attention to this matter.

    Business Response

    Date: 02/26/2025

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

    It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************       

    According to the policies *** ******* ******* agreed to at the time of purchase, all sales on StubHub are final. Therefore, *** ******* is not eligible for a refund for the order referenced in this complaint, as we are obligated to pay the seller for the transaction. If the event has not yet occurred, *** ******* may either use the tickets or relist them for sale, as no refund or other form of compensation is available.

    We would also like to clarify that when relisting tickets, the listing details must match the original purchase. The listing ID **********, referenced in this complaint, shows a different delivery method than the original order. It is the customers responsibility to ensure that listing details are accurate to avoid incomplete or incorrect information.

    We recommend that *** ******* follow the instructions sent via email and relist the tickets using the provided link. If she encounters any issues, she is welcome to contact our ************ where our team will be more than happy to assist.

    Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,     

    Sincerely,     
    ******* *. 
    StubHub Executive Customer Care 



    Customer Answer

    Date: 02/28/2025

    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 have not responded in a way that resolves my complaint. 

    [Your Answer Here]

     

     

     

     

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


    It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************


    *** ******* is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ******* agreed to at the time of her purchase.


    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: 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.

    I was recently able to relist my tickets as promised. 

    Sincerely,

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



     


  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Complaint Against: StubHub Order Number: ********* Complaint Details:On September 7, 2024, I purchased two tickets for the 42 Dugg concert at **************, ******, *****, scheduled for September 16, 2024. The event was then postponed to December 3, 2024, at 7:00 PM, before being completely canceled.Due to the cancellation, I requested a full refund. However, despite multiple follow-ups, my refund has not been processed.December 1, 2024: I contacted the company requesting my refund. I was informed that my case had been escalated to the relevant department.December 20, 2024: I followed up again, requesting a specific date for my refund. I was again told my case was under review, but no resolution was provided.Ongoing Delays: Every response has been generic, stating that the matter is under review, but I have not received any concrete updates or my refund.The total cost of my two tickets was $145.99, and I made the payment on September 7, 2024. This delay is unacceptable, as I paid for a concert that was ultimately not delivered. The company has failed to process my refund in a reasonable timeframe, which is unfair and a violation of my consumer rights.Resolution Sought:I am requesting an immediate full refund of $145.99. If an immediate refund is not possible, I expect a clear timeline for when my money will be returned.I appreciate the BBBs assistance in resolving this matter as soon as possible.Sincerely,******** ******

    Business Response

    Date: 03/05/2025

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

    While researching *** ******** purchase, we have contacted his seller to request any documentation confirming the event's cancellation.Our investigation is still ongoing. If the event organizers update the event status, we will notify *** ****** via email. Until we receive official confirmation of the cancellation, we are unable to process a refund at this time.

    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:02/25/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was looking at tickets on stubhub and decided not to buy and canceled the transaction. I got notice it was canceled and they still charged me. I have been fighting this for over a month! I will file charges for theft by stubhub if this isnt resolved!

    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, theatre and other live entertainment events.We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************

    Upon reviewing the order related to this complaint, we confirm that **************** contacted our support team directly through our website regarding his case. The matter was promptly escalated to the relevant team for a thorough review of the order and account details.

    As per our previous communication regarding purchase ID *********, we placed an authorization on your payment method at the time of the order. However, since the order was subsequently cancelled,the authorization was also voided. When an authorization is cancelled, no funds are withdrawn from your account, and therefore, a refund cannot be processed.

    Please note that **************** can reach our team at any time through the *********** by accessing his StubHub account.

    Thank you for the opportunity to provide further information about StubHub. If I can be of any additional assistance, please let me know.
    Sincerely,
    ******** *
    StubHub Executive Customer Care

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    September 10, 2023: Purchased two ********* concert tickets. The order number I was given was: ********* with an access code of: QG0259. Postponed due to ********* canceling the original concert date in **************. At some point between original call and concert being officially canceled, someone tried to use my Stubhub account to purchase tickets for sporting event. I received an email so I contacted Stubhub. I was told that they would take care of it and to not be concerned. Once the concert finally was officially canceled, I contacted Stubhub to request my money back. August 13, 2024: told 5-8 business days to unlock my account.August 15, 2024: Received an email asking me to contact customer support. I was told they would call back in 15 minutes at 3pm Central time to confirm that my account was unlocked. I then called back at 3:09pm Central time after not receiving a call back. He refused to escalate my call to a manager and said he was closing my account.3:30pm same day I called back; explained that there was no way to unlock my account and that it was permanent. I was never told this prior to this call.November 7, 2024: I called at 2:45pm. Told to create a new Stubhub account in order to be refunded. I was able to successfully create a new email address and then a new Stubhub account. Told that the case has been escalated but cannot give me a timeframe as to when I can expect a call back or resolution. I was told that the only option is for a voucher code. I asked to speak to a manager or someone from escalation team because this was not a satisfactory answer. She transferred my call who then told me that because there was suspicious activity on my account that they would not refund my money. When I asked to be transferred to a manager, I was refused. Enclosed is the letter I tried to mail their corporate location but was sent back as unable to deliver. I want a full cash refund, as their policy states, NOT a voucher.

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

    After a thorough investigation into *** ***** ********* account, it has been determined that her account was blocked due to fraudulent activity. As a result, we are unable to unblock the account to ensure its security.

    The only option available at this time to provide compensation to the buyer is to issue a voucher on *** ******** new account.Once an account is blocked due to fraud, it is a policy to protect both the account and our system, and we cannot reverse this action.

    We appreciate your understanding and remain available for any further inquiries.


    Sincerely,
    ***** *.                                                                                                                                                                    

    Executive Customer Care


  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Answered
    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 a ticket via stubhub on November 19, 2024 for an event taking place on November 21, 2024. The ticket was successfully transferred to the buyer and I received the confirmation email that everything went correctly and that I would be paid in 5-8 business days after the event took place. My account was frozen the day after the event for suspicious activity. I have contacted stubhub several times to try and get an and explanation and resolution and they continue you push back saying an internal investigation is happening and I will be contacted once it is completed. Upon my latest call they have said the account will remain inactive and I will not be paid. They will not provide contact information to me for anyone that can provide me any further details. At this point it appears Stubhub has stolen money from me that I am owed. I sold a ticket, it was transferred correctly, I should be paid. This is unacceptable and I will take further action if I am not paid.

    Business Response

    Date: 03/04/2025

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

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

    In researching ******** ****** complaint, I can confirm that she is considered high-risk by our Trust and Safety team, and unable to use our site or services. It is well within the rights of StubHub as a private company to limit or ban any high-risk user from our site,temporarily or permanently. We will not be granting use of our site and services to ******** ***** at this time.


    Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.

    Sincerely,
    ***** *.
    StubHub Executive Customer Care

    Customer Answer

    Date: 03/04/2025

    Better Business Bureau:

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

    I successfully sold a ticket through their website and received the confirmation email that I would be paid. I am owed the money that was agreed upon for the sale. I am not sure why my account is flagged as high risk to receive payment but if that is the case, they should contact me directly to send payment another way. This is absolutely unacceptable and I fulfilled my end of the sale and am owed my payment. I have never been contacted by stubhub about the there being an issue with my account and it has been over 3 months now.  

     

     

     

     

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


    Sincerely,

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




     

    Customer Answer

    Date: 03/11/2025

    Better Business Bureau:

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

    [Your Answer Here]

    I received an email as was mentioned in the previous reply. I followed the directions but was wasnt unable to change my password. I replied back to the email as instructed but have not heard back. That was five days ago. I am trying to get this situation resolved but without a direct form of contact and adequate response time it is continuing to be a problem. 

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/12/2025

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

    It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, 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 ********************************************

    In reviewing the order related to this complaint, we see that *** ******** ***** has already contacted our support team directly through our website regarding this matter. If she is still experiencing issues with her account, we kindly request that she reach out to our *********** directly. Our team will be more than happy to assist her.

    Thank you for your patience and for allowing us to assist you. Please let me know if you need any further information.

    Sincerely,
    ******* *.
    StubHub Executive Customer Care

  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Answered
    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 and received an email from Stubhub that the tickets are ready and available to transfer to Ticketmaster, but they are not. I've contacted the company twice now and am told they are reaching out to the seller and someone soul get back to me, but no one does. I would like the tickets I purchased in my possession.

    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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************


    In researching the ticket purchase made by *** ******* I can see that the order was delivered by the seller on February 12, 2025. We understand that *** ****** has not received their order yet, and as such, we have sent this issue to a specialty team to contact their seller in order to have the tickets retransferred to them as soon as possible. *** ****** is protected by the StubHub FanProtect guarantee, and we will work with their seller to have these tickets delivered prior to the event. We apologize for ********** experience, and for the delay in resolving this issue, it is currently in the process of being resolved.


    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: 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]

    Your response states that the tickets have been delivered yet I do not have them in my possession and I'm expected to book travel and hotel accommodations with the hope that I will eventually receive what I purchased at some point "prior to the event".

    Please deliver what I've purchased as my account clearly states the tickets are ready and you've stated the seller delivered. Otherwise a refund is in order so that I can purchase actual, tangible tickets.

     

     

     

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


    Sincerely,

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




     

    Customer Answer

    Date: 03/13/2025

    Better Business Bureau:

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

    [Your Answer Here]

    As you've confirmed, I should have had the tickets in my possession a month ago.

    I still don't have them and Stubhub just keeps saying they're monitoring the situation and nothing is actually being done. 

    My complaint is not resolved and I don't believe it will be resolved.

    Stubhub has stolen my money and refuses to fulfill my order or issue a refund so that I can purchase actual, legitimate tickets. 
     
     
     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/12/2025

    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, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 

    By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry.Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

    Thank you for bringing this matter to our attention.

    After further investigation, we can confirm that the order in question has been refunded as of April 9th. *** ****** ****** should receive the funds within 5 to 8 business days from the date the refund was processed.

    Please let us know if any additional information is needed.


    Sincerely,
    ***** *.                                                                                                                                                                    

    Executive Customer Care

  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a parking pass on StubHub for a soccer game at ************************** in ******, ** for Sunday, Feb. 23rd and was delivered a pass for a parking lot located 10 miles away from the sports venue in ********** near ****The StubHub item was listed as follows: PARKING PASSES ONLY ************ at ********* 4:00 PM (event local time) at ************ at ************************** - Complex Parking Lots, ****** Section LOT 18 The pass that was sent to me was for a Lot 18 located at ************************************. I spoke to 3 different customer service **** and none would issue a refund or explanation other than to say I basically got what I paid for.

    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,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 the order affiliated with this complaint, I was able to initiate a full refund as a one-time courtesy. An email was sent confirming this refund transaction. Once the refund has been processed *** ****** will receive this refund within 10 business days of that date. We apologize for *** ****** 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: 02/27/2025

    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:
    Resolved
    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 from Stubhub. They never delivered by mail as i selected that option as requested. I purchased parking pass and tickets to the event. The parking pass never came through. It was showing as pending for 2 days after the event. I had to purchase another parking pass and paid for parking twice. I provided Stubhub with proof and they would not refund my money for the parking pass. Stubhub stole money from me by taking my money and not providing the ticket for parking till 2 days after the event. I spoke with a representative and supervisor.

    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,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 the order affiliated with this complaint, I was able to initiate a full refund as a one-time courtesy. An email was sent confirming this refund transaction. Once the refund has been processed *** ****** will receive this refund within 10 business days of that date. We apologize for *** ******* 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: 02/25/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.  If the business actually refunds my expense for the parking pass i paid $65.11 that would be great.   The entire process of spending hours of my day on the day of the event to try and get my tickets to both the event and parking pass were extremely frustrating.   On top of that having to spend hours on the phone with a ***resentative and a supervisor that could acknowledge that i paid for a parking permit but was not able to use the parking permit due to the ticket not being available and showing pending for whatever reason was even more frustrating.   The supervisor was arguing because the *** we spoke with on the day of the event only noted that we were having issues obtaining our tickets for the event due to the email from their partner being sent to spam, as if both emails were not sent to spam was the most frustrating part of the entire process of dealing with Stubhub.   The supervisor *** could basically acknowledge that theft is taking someone money but not providing the item paid for was theft by Stubhub from me.

    Sincerely,

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



     

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