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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

  • 7,034 total complaints in the last 3 years.
  • 3,943 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:02/21/2025

    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 pair of my season tickets for the ************** vs. ******************* game on December 22, 2024. The buyer later claimed they did not receive one of the tickets. However, I provided proof to StubHub showing that both tickets were successfully claimed. As StubHub stated, I would only receive my payment upon providing proof that the tickets were sent and claimedwhich I did.Despite this, I have yet to receive my payment. Ive called StubHub multiple times and even received an email on January 29th from an agent named Christhian, confirming that I would be paid within 5-8 business days. That timeframe has long passed, yet when I followed up, I was told my case has no resolution and needs to be escalated again.StubHub owes me $358, and at this point, it does not seem like they intend to pay. They have had the necessary proof for two months, and Ive repeatedly been told the review process takes 3-5 business daysyet here we are, still waiting. I hope to have my payment processed.Order number: *********.

    Business Response

    Date: 02/24/2025

    Thank you for the opportunity to respond to ****** ******s complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
    It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.

     By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************
    Following my review of the complaint submitted by *** ****** ******, I have successfully processed the payment for the order referenced in her complaint on todays date, 02/24. The payment will be issued to the default payment method on file and may take 5-10 business days to process, depending on **************************** institution.



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

    Sincerely,

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

  • Initial Complaint

    Date:02/21/2025

    Type:Product Issues
    Status:
    Unresolved
    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 disputing the charge incurred. I relisted and resold this ticket - ********* - since your understaffed fraud department was unable to confirm or reject order ********* for over 2 1/12 hours -- 45 minutes before the performance. I could no longer wait for the fraud department and risk my ticket going unsold. Furthermore, as you can see from the email for order *********, I was expected to fill the order an hour and 1/2 before the sale actually came through. INSANE. Lastly, ****** at Top Seller Support said I would not be charged for this order. I did NOT ask her to cancel the order. I explained the situation and stated that if a charge would be incurred it would simply be easier/cheaper for me to buy a replacement on Stubhub to fill the order. She indicated that when she escalated the issue the system automatically cancelled the order.IF YOU CHARGE ME FOR THIS SALE I WILL FILE A NOTICE OF DISPUTE AND USE ARBITRATION (AT STUBHUB'S EXPENSE PER THE USER AGREEMENT) IF YOU LEGAL DEPARTMENT DOES NOT SIDE WITH ME.

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


    Seller responsibilities when listing and selling tickets on our site are addressed in Section 2 of our Seller Polices, which states:
    Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding the buyer and/or a fixed admin fee, or you may be subject to other consequences specified in these Seller Polices and Clause 19 of this User Agreement.

    Upon reviewing this transaction, *** ****** sold tickets for an event on February 21, 2025, but was charged a sellers fee for not fulfilling the order. He submitted a dispute regarding this charge, which was escalated to our ********************************** I can confirm that ********* was notified of this escalation via email. The appropriate department is currently reviewing his request and will contact him directly with a decision as soon as possible.


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


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

    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:

    [Your Answer Here]

    Once again, the Stubhub employee(s) who handle BBB complaint(s) don't actually FIX the problem(s).  ***** ** you do understand that people reach out to the BBB in hopes that the Stubhub employee who responds to the complaint will actually FIX/RESOLVE the problem.  Apparently you don't have that authority.

    I WILL BE FILING A NOTICE OF DISPUTE WITH YOUR LEGAL DEPARTMENT ON MONDAY, VIA CERTIFIED LETTER, SINCE ***** *. NOR THE CHARGE REVERSAL DEPARTMENT HAS NOT FIXED THE MATTER.

    THANK YOU.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/22/2025

    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 *******************************************
    Seller responsibilities when listing and selling tickets on our site are addressed in Section 2 of our Seller Polices, which states:
    Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding the buyer and/or a fixed admin fee, or you may be subject to other consequences specified in these Seller Polices and Clause 19 of this User Agreement.

    In regards to *** ****** complaint, a dispute regarding this charge,which was escalated to our ********************************* and our team is working diligently on her request. The appropriate department is currently reviewing his request and will contact him directly with a decision as soon as possible.

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

    Sincerely,
    *****
    StubHub ***********************

    Customer Answer

    Date: 04/22/2025

    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] First of all, I'm a HIM, not a her" Furthermore, nobody has worked on this....it doesn't take MONTHs of work. It takes minutes to resolve.

    Arbitration here I come.

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair 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.
    Purchased a ticket for a concert that was happening on Feb 15 2025, i purchased the ticket in 2024. I sent an email asking why I hadnt received my ticket. This complaint is for Ticketmaster as well. I received a letter from Ticketmaster saying I would receive my ticket on February 15 & I did not. I have concert on March 12th now Im afraid I wont receive my ticket for this ******************************** are keeping my money.

    Business Response

    Date: 02/24/2025

    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 this complaint I was able to process a full refund in accordance with the policies which *** ***** ***** agreed to at the time of her purchase. I apologize for her experience, and for any delay in resolving this issue. *** ***** ***** will receive this refund within 10 business days of todays date.

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

    Sincerely, 

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

    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: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.
    - Two tickets sold on StubHub on Sept 2, 2024 for $5,535 USD. - Event was on Nov 16/24, payment was to be received 5 business days after event took place. - Sept 26/24: received email to update TIN. Updated TIN to reflect Canadian citizenship. - Nov 22/24: Received payment processed email. - Nov 25/24: Received payment failed due to incorrect or incomplete information email. - Jan 3/25: Changed payment method (bank account number). Received payment method changed email. - Jan 13/25: Called StubHub support to confirm that this would be processed. Support said everything was good and would take 3-5 business days to receive payment. - Feb 3/25: Called StubHub support again - said it was being escalated. - Feb 7/25: Called again, said I had to update my TIN again and it would be escalated. Updated my TIN. - Feb 16/25: Called again, said it was being escalated. - Feb 21/25: Called again, said they didn't escalate my last request and that I had to update my TIN info again. Updated TIN on the phone. Said she escalated my request. Could not provide a timeline to receive payment, just that I would get an update in 8 business days.

    Business Response

    Date: 03/07/2025

    Thank you for the opportunity to respond ********** ******** 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 who sets their own prices for the tickets listed. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers 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. A copy of our User Agreement can be found on our website at ********************************

    In reviewing ********** ******** complaint, I do not show that their TIN information has been provided within their account. ********* has met the sale requirement for the TIN information to be necessary in accordance with current *** guidelines. We can not waive this requirement. ********* can insert this information within their profile settings. ********* will receive their payment within 7 business days, once this information has been inputted and verified. We apologize for her experience and for the delay in resolving this issue.

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

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

  • Initial Complaint

    Date:02/21/2025

    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 tickets on Stubhub November 25th 2024 for December 7th 2024 concert I immediately transferred the ticketmaster tickets to the stubhub email on December 4, 2024 which is when tickets became available for transfer Stubhub confirmed the transfer was complete on my part December 4, 2024 Stubhub paid me for the tickets December 13, 2024 Stubhub emailed me January 31, 2025 to say the sale was cancelled without explanation Stubhub emailed me February 1, 2025 and charged my *** credit card $872.55 with explanation order not fulfilledContact with StubHub:Feb 1 2025 - Submitted documentation to dispute the charge on the link I was provided for disputes Called them Feb 1 2025 at 3:51 pm MST, told it will take 72 hours for dispute to be reviewed Called again Feb 4 2025 at 3:36 pm MST, told instead of 72 hours it will take 8 hours. Also was told to upload more information, which I did Called again Feb 12 2025 at 5:51pm MST, which is when last agent told me this would be dealt with by, and they now are trying to tell me it takes 30 days They are pushing back the timeline with hopes I will forget about it and move on. They refuse to escalate and say there is nothing they can do on the phone to help me, despite having access to all of my evidence I sent them. They also won't tell me why the order was cancelled as there is no legitimate reason. I want them to refund my card in the full amount of $872.55 immediately.

    Business Response

    Date: 03/10/2025

    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, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they are purchasing from a third party.

    By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 

    In reviewing ***************** complaint, I can see that the charge she received for the sale referenced in this complaint was placed in line with the policies which *** ***** agreed to at the time of her listing. This sale was cancelled due to the buyer reporting not having received their tickets. I can confirm that *** ***** has provided all the relevant information to support her dispute. At this time, this case has been escalated to the relevant department. Due to high volume, our current estimated resolution time is 30 to 45 days. If there are any updates before then, or we need any additional information from *** ****** we will notify her directly. We want to assure ******** that we are prioritizing her case, and we apologize for the delay in providing *** ***** with a resolution regarding the charge she received in the sale referenced in her complaint.

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

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

    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:

    They have not resolved the dispute and are pushing back the date for a fourth time. This gives me very little faith that the dispute will be resolved. 

     

     

     

     

    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 ***************** 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, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.

    By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 

    As previously informed, we have reviewed ***************** complaint and confirmed that the charge was applied in accordance with the policies agreed upon in the listing. The sale was canceled because the buyer reported not receiving the tickets.

    Since *** ***** has provided all relevant information, her case has been escalated for further review. We sincerely apologize for the delay in resolution and kindly ask for her patience, as the estimated resolution time is ***** days. We will notify her of any updates or if we require additional details.

    We appreciate her understanding and assure you that we are prioritizing her case and working towards a resolution.

    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:02/21/2025

    Type:Delivery 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 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:
    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 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:
    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.
    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:
    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 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:
    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 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

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