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:02/21/2025

  Type:Delivery 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 4 tickets to a comedy show in *********, ******** for March 3, 2025. Only 2 tickets were delivered to me. I have been promised several times over the last week that they would reach out to the seller for a resolution. They have acknowledged that I have indeed not received what I ordered, but I am yet to get a resolution.There are four similar tickets available on the site right now (for less than I paid for the four I have) and I asked that they deliver those four tickets instead. At that point, the representative I was chatting with, cut me off.I won't even talk about the exorbitant fees that are not added until the very last moment of the purchase.

  Business Response

  Date: 02/25/2025

  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.

  
  After reviewing *** ****** complaint, we confirmed that the seller was contacted and provided proof that the missing tickets were sent to her. We apologize for her experience and for the delay in resolving this matter. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  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 ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/21/2025

  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 bought two concert tickets on the stubhub website on January 26th (the ticket price is 190 dollars each, and the handling fee is 54.5 dollars each). I had paid successfully at that time, and stubhub emailed me that I only needed to wait for the ticket to be issued. However, stubhub does not have an obvious prompt that even if the buyer has paid successfully, they still need to return to the website or app to list their tickets. I bought second-hand tickets for the first time, because there was no obvious prompt from stubhub, so I didn't go back to list my tickets (although I think it's unreasonable, because I've already bought two tickets in full).So in this case, stubhub insisted on reselling the tickets I had bought in full, and deducted my handling fee (109 US dollars).In the process, stubhub sent an email to tell me that they would send an email to inform me whether my ticket was successfully issued after I paid successfully. But the fact is that the second email after this email was that they informed me that my ticket had been sold again. Of course, I was confused, so after receiving this email, I went to the stubhub website to ask AI customer service. The answer I got was that my ticket was still being issued, and I just needed to ******* I waited patiently for many days. On the way, I received an email that my ticket had been successfully sold. So I went to ask the customer service again, and the answer was the same as before. So I continued to wait until it was less than two days before the concert. I still didn't receive an email about ticketing, so I asked the customer service again, and the answer I got was that my ticket was successfully issued. But I have never received the ** code. So I connected to the manual customer service. At this time, I realised that the ticket I bought in full had been sold by stubhub without any operation, and I could only receive a refund of 380 dollars.I request a full refund.

  Business Response

  Date: 02/22/2025

  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, *** ***** **** purchased tickets and relisted them for sale. In accordance with the agreement in which *** ***** **** agreed to at the time of his purchase and listing, we are obligated to pay his seller in full for this order. *** ***** **** will receive a payment for the sale of the tickets within 5-8 business days after the event. We are unable to provide any additional 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 ***********************

  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:

  [Your Answer Here]

   As I said before, I think stubhub should refund me two concert tickets and the full handling fee. Because they didn't send me a reminder email according to the regulations.

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 03/01/2025

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

  
  *** **** is not eligible for a refund for the order referenced in this complaint, as all sales on StubHub are final, per the policies he agreed to at the time of purchase. However, he has relisted the tickets and will receive payment within 8 days after the event. No additional compensation can be provided.

  
  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:02/20/2025

  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.

  An ad popped up on ******** that said **** ***** with his picture for a performance in ******** which is only 3 hours from me. I was tired and thought great and went to StubHub and bought tickets. Noticing if course it had assurances of safety and money back etc. Too tired and multitasking, didn't notice when buying process switched from **** ***** to **** ***** tribute. Fraud!! For crying out loud, the initial capture used **** ******* name and picture!!! Tried customer service by email twice. Only advised relisting. No one of course bought them. The tribute concert was tonight. I think 2 tickets for myself and my Autistic son were $144 plus a giant fee... Also since then have noticed several other similar fraud type real but then tribute etc. wonder if they aren't scamming a lot

  Business Response

  Date: 02/22/2025

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

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

  
  It is stated in the policies which *** ******* agreed to at the time of her purchase that all sales on StubHub are final. *** ****** is not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay her seller for the transaction
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  Sincerely,

  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 02/22/2025

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

  [Your Answer Here] well I guess a refund isn't necessary. But what bothered me most is that they used **** ******* name and picture throughout most of the buying process. And if you're tired and not paying attention, Guarantee doesn't sound like All Sales Are Final but in fine print. More honesty clearer better communication and less things like the name and picture being used when in actuality it was a cover band situation. I'd be satisfied if they clarified better in ads

   

   

   

   

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

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

  Business Response

  Date: 02/24/2025

  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 ********************************
  
  As outlined in the policies that *** ****** agreed to at the time of her purchase, all sales on StubHub are final. *** ****** is not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay the seller for the transaction.
  

  Thank you for the opportunity to provide specific information regarding this matter. Should you need any further assistance,please do not hesitate to contact me.
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  
  

• Initial Complaint

  Date:02/20/2025

  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 originally had purchased tickets for a rodeo that featured my partner's favorite band as a birthday surprise for him. I was sent tickets for a completely different event, and was immediately assured that the correct tickets would be coming my way, or I would receive a refund. I noticed this RIGHT AWAY when I received the tickets and tried to handle it as quickly as I could. I purchased 8 tickets to the show and all other 6 friends that came in and surprised him for the event were from out of town. This included the cost of travel, a hotel while they were here and all other financial burden that comes with an event out of town. All of this money was wasted as we NEVER received our tickets. Not only this, but I communicated with StubHub every single day (multiple times per day) totaling 15+ communications through phone or chat. EVERY SINGLE TIME I was assured that tickets were on the way, and even was told the exact row and seat numbers I was going to be receiving. They guarantee that it will be before the event. All 8 of us ubered to the venue and were waiting outside when the email FINALLY came through that there were no more tickets available and all that I could be offered was a refund. This was after the event had already began. If they were going to refund me, do it when I first ask OVER A WEEK before the event so that I can get new tickets. Not when all of my guests are waiting physically outside of the event. By this time, the event was completely sold out and we could not get in. We had to call another expensive surge price **** to get back home and miss the event, and in turn ruin the birthday and the trip that so many planned. It is clear that the priority of the company is to make as much money as possible by reselling tickets, and not value the customer who has purchased the tickets and suffered a Stubhub mistake which only came out to hurt the loyal customer.

  Business Response

  Date: 02/22/2025

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

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

  
  We sincerely apologize for the inconvenience and frustration this experience has caused. We understand how disappointing it must have been for *** ***** and her guests, especially given the time and effort put into planning this special occasion.

  
  As a gesture of goodwill, we have added a one-time courtesy voucher to her account. You should receive an email with instructions on how to view and use this credit.

  
  We appreciate your patience and understanding, and we truly regret that we were unable to provide the experience you expected.
  
  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: 02/22/2025

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

  The Voucher I received was for $50. Ubers, travel costs and being able to stay in *********** for just the one night for the concert totaled $1000+. I understand this is a website that resells tickets, but why would multiple people from the Stubhub customer service tell me they have replacement tickets and never send them. We would have saved a lot of money and not come at all, or would have appreciated a refund far in advance so we could ourselves purchase new tickets.  It was clearly just a waiting game on Stubhubs part to see if they could instead sell all the tickets rather than have to give us the tickets for the correct show that we bought. I do not think one $50 voucher is even close to making up for this experience.

  
  

   

   

   

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

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

  Business Response

  Date: 02/24/2025

  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.  
  
  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 the compensation sent to *** ***** ***** is in accordance with the value of her purchase. The voucher was issued as a form of courtesy for the reported problem.
  
  We are sorry but unfortunately we are not able to cover travel and extra costs as well as outlined in our terms and conditions.
  
  We 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 
  
  

• Initial Complaint

  Date:02/20/2025

  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 two tickets to a ****** vs ************** game & had to contact customer service to see if I could get them refunded due to an emergency family issue. (My grandmother passed & they are holding her funeral that day of the game) the *** told me they would make a ONE time exception and issue me a voucher and cancel my original order. Its been a week now and I cannot seem to get an answer, I spoke to a female representative a few days ago who was so rude and pretty much told me too bad you have to wait I dont have a time frame and neither does my supervisor I am dissatisfied and super upset due to the fact that I was hoping to get the voucher so I could resell it ASAP & use towards travel expenses to my grandmother funeral.

  Business Response

  Date: 02/22/2025

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

  
  In reviewing the order affiliated with this complaint, I was able to process a full refund in accordance with the FanProtect Guarantee and the policies which *** ******** agreed to at the time of her purchase. An email was sent confirming this refund transaction. *** ******** will receive this refund within 7-10 business days of todays 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

• Initial Complaint

  Date:02/20/2025

  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.

  My wife, ****** *****, and I purchased ****** ***** tickets for ******** concert in *********, ** on 6 December 2024. We were not able to make the concert and decided we had to sell the tickets. Sale# *********.We followed all the necessary steps to ensure the tickets were successfully sold and transferred to our buyer and have confirmation everything was done correctly. Despite our diligence to verify all processes were completed timely and correctly, we were notified by StubHub that the "order was not fulfilled" and were improperly charged $600 and not paid for the sale of our tickets $1035. The days following the sale, and well prior to this notification of "order not fulfilled", my wife called Stubhub several times to verify all steps were completed and had received written confirmation from Stubhub that we had done everything correctly. We have all screenshots and documentation of proof of transfers and have all emails from Stubhub stating we have done nothing wrong and should be paid. Yet, we have not been paid and still have this $600 charge on our credit ******* has been 75 days since we should have been paid. We have made multiple attempts to work with Stubhub customer support, we have called multiple times per week and are told every time that everything should be corrected in 3-5 business days. We have been told this dozens of times and nothing is changing and we have lost a significant amount of money that we need. We cannot wait any longer. I implore you to check the call logs for this case to see what we have been dealing with.Will you please help us get the money we are owed and refund us the improper charge to our account for a sale that was 100% completed correctly?I have attached all the documentation necessary to support our claim. Please help us!Seller: ****** ***** Email: ************************ Phone:*************

  Business Response

  Date: 02/23/2025

  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 take this opportunity to sincerely apologize to ****** ***** for any frustration or inconvenience this situation may have caused.
  After reviewing the transaction, it appears that this matter has been re-escalated to the appropriate department for a closer examination of the seller charge. *** ****** ***** was advised on February 22 that this process may take up to 30 days to complete.

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

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed four tickets for the February 22, 2025 mens basketball game against ********* at the ***********************. I listed them on the evening of February 18th to find out they sold on the 19th. I listed them for $125 each but they sold three of them for $48 each. After wasting a lot of time on the phone Im with extremely incompetent people, including a so-called manager, I received conflicting answers and absolutely no help. I asked for the fraud department but they could transfer or give me a contact phone #. This is unacceptable and needs to be stopped. Im sure Im not the only one being scammed by this company.

  Business Response

  Date: 02/21/2025

  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 to *** ******* ******* that we do not have access to exchange listing values, and this is exclusively up to the seller.
  
  However, we will open an investigation and verify the situation reported by *** ******* *******.
  
  We kindly ask that *** ******* ******* wait for a response, and we will provide assistance.
  
  We thank *** ******* ******* for her patience.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:02/20/2025

  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 am writing to formally file a complaint against StubHub, Inc. regarding a fraudulent ticket sale for the Tortuga Festival. The details of my dispute are as follows:On December 14, 2024, I purchased a ticket for the Tortuga Festival through StubHub under Order #*********. The ticket was advertised and sold as a one-day pass. However, I later discovered that, according to the official Tortuga Festival website, one-day tickets are not available for sale. This means that StubHub misrepresented the nature of the ticket, leading me to purchase something that does not exist.Upon learning of this issue, my attorney contacted StubHub on January 23, 2025, to report the fraud. StubHub advised that the matter would be referred to its investigation department and that I would receive a decision by January 28, 2025. However, I received no such notice. When my attorney followed up on January 31, 2025, StubHub stated that the investigation was still pending with no estimated time frame for ************* a result of this fraudulent sale, I have suffered financial harm beyond the cost of the ticket itself. Relying on the validity of my purchase, I made travel arrangements, including flights, hotel accommodations, and dinner reservations. When I learned that my ticket was not valid, I had to cancel these plans, incurring cancellation fees and additional financial losses.Given the clear and convincing evidence that the ticket was misrepresented, I am demanding:A full refund of the purchase price to the original form of payment.Despite my efforts to resolve this matter directly with StubHub, they have failed to provide a resolution in a timely manner. I am therefore requesting the Better Business Bureau's assistance in holding StubHub accountable for its deceptive business practices and securing a fair resolution.

  Business Response

  Date: 02/21/2025

  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 are reviewing the situation, and will arrange to get back to *** ***** ******** as soon as possible.
  
  We kindly ask *** ***** ******** to wait, and we will provide assistance via email.
  
  We thank *** ***** ******** for his patience while we reviewed the situation.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

• Initial Complaint

  Date:02/20/2025

  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 attempted to sell tickets for the 4 Nations Face-Off at ********* for Monday February 17th. I had tickets for both Monday's 8 PM game and Thursdays Final game 2/20 at 8 PM in my Ticketmaster account. The tickets were pre-uploaded to StubHub for instant download by the purchaser. The tickets were sold at 3:54 PM on Monday 2/17.I received an email on Monday evening at 8:15 PM that StubHub was issuing a charge for the amount of $700 on my account. $630 will be held from my future sales payments and $70 will be charged to my credit card. I then realized my Finals tickets for Thursday were connected to the sale. StubHub made no effort to contact me and there is apparently zero verification into the ticket upload process.I was willing to accept this loss.I then realized my tickets for the Finals were no longer showing in my TD Garden, Ticketmaster, or StubHub account. I called ********************** and was advised I would receive my tickets back. I called back Tuesday and was again reassured that the purchaser was sending the tickets back to StubHub and I would have them momentarily or by EOD. I called back Wednesday and I was getting nervous and again told I would receive my final tickets back. Day of the event and I am calling everyone. StubHub is saying the Purchaser could not return the tickets and to call Ticketmaster. Ticketmaster says the tickets were transferred to StubHub and they cannot do anything. StubHub continues to deny having the ability to return my finals tickets. So now, StubHub is telling me: too bad. They cannot recoup the tickets from the third party buyer and they cannot provide new tickets to make me whole again. I was unable to use my tickets for Mondays event, the purchaser was unable to use the tickets, StubHub has charged me $70 and put a Lien on my account for $630, and my tickets to the FINAL were essentially stolen.

  Business Response

  Date: 02/21/2025

  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 ********************************
  
  When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.  
  
  In reference to **** ******* complaint, **** ******* failed to deliver the ticket to the buyer as listed. StubHub needed to make this right with ther buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, **** ******* was not paid for the transactions and was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale.  
  
  We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, **** ******* is responsible for listing the tickets correctly and fulfilling the orders as listed. The charge they have received is valid and cannot be reversed nor reduced. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 02/22/2025

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

  I accept 100% that I made a mistake and should be held liable for 100% of the costs incurred per the sellers policies which I agreed to when listing their tickets for sale. In that case I accept my $700 cost.

  However, the sale was for the event on Monday February 17th. The Purchaser received my Finals ticket for Thursday February 20th instead. StubHub could not return my final ticket to the events. The purchaser deceived StubHub and said they "were unable to return the ticket". StubHub accepted this at face value. The 3rd party purchaser posted their attendance on social media. I was able to source this information from the transfer confirmation and a quick ******. Attached for reference. 

  The Tickets for the final were selling for over $1000 per seat. I had great seats; end of the isle, first row of the balcony. These tickets had an even greater value to me. I was unable to attend the inaugural final of the 4 Nations Cup. 

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

  Customer Answer

  Date: 03/31/2025

  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:

  Again the Business is not reading my response and providing their blanket generic response. There is no Apple Wallet issue other than the buyer lying. 

   

   

   

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

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

  Business Response

  Date: 04/10/2025

  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.  I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  

  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 ********************************
  
  We would like to take this opportunity to extend our sincerest apologies to *** **** ******* for the frustration and inconvenience that this situation has caused. We understand that the circumstances surrounding this issue have been disappointing and frustrating,and we deeply regret the difficulties *** ******* has faced. Please know that we take these matters seriously and are committed to ensuring that our sellers and buyers have a positive experience.
  

  After a thorough review of the transaction, including all relevant notes and details, it has been confirmed that *** ******* unintentionally sent the incorrect tickets to the end buyer. *** ******* has fully acknowledged the mistake and taken responsibility for the error. We understand that mistakes can happen, and we appreciate his transparency in this matter.
  

  In our attempt to resolve the issue, we reached out to the buyer to see if they would be willing to return the tickets to *** ******** Unfortunately, we encountered unforeseen technical challenges on the Apple Wallet side, which prevented the return from being processed. We recognize that this further complicated the situation and contributed to the frustration felt by both *** ******* and the buyer.
  

  Given the inconvenience caused by this situation, and after carefully considering all factors, we have made the decision to lift the seller charge for this transaction as a gesture of goodwill. However, due to the original issue of incorrect ticket delivery, we regret to inform *** ******* that no funds will be paid out for this sale. This decision was not made lightly, and we fully recognize that it is far from the ideal resolution.
  

  We are committed to continuously improving our resolution process, and we greatly appreciate *********** understanding and cooperation as we work through this issue. We understand the impact of these types of situations, and we will continue to evaluate how we can enhance the experience for all of our users moving forward.
  

  Once again, we apologize for any frustration caused and thank *** ******* for his patience.Should you require any further information or assistance, please do not hesitate to contact me directly.
  
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/1/25, I noticed my ticket listing for the ***** the Creator 2/14/25 concert appeared in the deactivated section of StubHub. This led me to believe that the listing has gone offline and has NOT sold, as none of my other sales appeared in this section. This made me relist the tickets on stubhub once more and complete the sale, only to find out when confirming the transfer that the tickets had already been sold previously. I immediately informed a stubhub agent about the issue right away so they could inform the previous buyer, which was met with a fee. StubHub should not have allowed duplicate listings, and I was charged unfairly when both listings sold.I have contacted StubHub chat service and used their site's dispute form and have not gotten any response. I am requesting a full refund of the $340 charge

  Business Response

  Date: 02/21/2025

  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 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 reference to this complaint, *** ****** contacted us on February 1, 2025, informing us that he had accidentally created the same listing twice and would not be able to fulfill one of the two ticket orders sold. We advised *** ****** that the sale would need to be canceled and substituted, and that a charge would apply to the order in accordance with our policies.
  
  We understand that cancellations can be frustrating, as they create a negative experience for buyers. On the same date, *** ****** reached out again, and we can confirm that the agent he spoke with carefully explained our policies.
  
  The charge applied to *** ****** is valid and will not be reversed or reduced, as it aligns with the terms agreed to when listing tickets for sale on the StubHub platform.
  
  If *** ****** has any further questions, we encourage him to reach out to our support team, and we would be happy to assist.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely, 
  ******** *
  StubHub Executive Customer