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:02/18/2025

  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 sell tickets on StubHub and StubHub won't give me my money until 8 days later without interest. I want my money the day after an event is held. I sold my tickets, someone bought them and paid for them, I transferred my tickets immediately after selling, yet SH keeps my MONEY without any interest paid to me. Resolution would be paying me my money I earned from selling my tikets. Pay me my $144 NOW.

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond to *** ******* ***** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  Upon reviewing the order related to this complaint, we were unable to locate any sales with a payment issue related to *** ******** order. Please provide the order ID, and we will investigate the payment further. 
  
  Our seller policies state "Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event."
  Mr. ******* will be paid in accordance with this policy, which they agreed to at the time of listing their tickets for sale. The payment will be processed after the event has taken place, as per our established policies.
  
  Please note that *** ******* can always reach our team at any time through the *********** by accessing his StubHub account.  
  
  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:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets advertised on Stubhubs website as being located in Section: FLR7, Row 3 and indicated on the map of the venue as being floor seats. I received a receipt that stated Section 7, Row 3 but did not specify which section 7 (i.e. FLR- Floor, etc). It also stated my tickets did not have to be delivered until the day of the event. I received the tickets today and they are for Section Loge 7, Row 3. This is considerably further back than Section Floor 7 and should not have been advertised as so. **************** stated their system says tickets were labeled appropriately and it must be my mistake. I provided them evidence of the same false advertising happening in the same section for the same game in real time (i.e. screenshots of tickets for sale on their site for over $2000 each being represented as Section FLR, Row 4, when no such row exists) and they continued to blame me for the error while being condescending and unprofessional. I would like a full refund per their customer guarantee and the tickets being falsely advertised in a much closer section and to no longer blamed for their and/or the sellers error in listing the tickets.

  Business Response

  Date: 02/20/2025

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

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

  
  I apologize that *** **** ******************** experience with StubHub fell short of his expectations. 
  Our team is actively reviewing the information *** **** ********************** and will be in touch with him to promptly address his concerns. 
  We are committed to resolving *** **** ******************* as quickly as possible. *** **** ************************** is our priority; thank you for his patience and understanding. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 02/20/2025

  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 still have not received a refund or comparable tickets to section FLR7 (the section which the tickets were advertised as being in during my purchase). I have since returned/transferred my tickets back to stubhub and have been told I should be expecting an offer for comparable tickets or a refund, which I have not yet received. While I appreciate StubHubs willingness to abide by their guarantee and provided explanation of said policy, they are not taking any accountability for allowing tickets to be misleadingly advertised on their site in their response, which was the real cause of this incident. I was also told by their customer service representatives for 2 hours that what I claim here to have happened couldnt have happened despite my evidence that the same thing was in fact happening in real time. They have held my $1025.96 from the date I purchased the tickets on November 20, 2024 and I would simply like a full refund and apology so I can put this behind me as soon as possible please. 

   

   

   

   

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

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

  Business Response

  Date: 04/02/2025

  Thank you for the opportunity to respond to **************** BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies. 
  In regards to *** ** complaint, I can see that his refund was processed on the 26th of February, if they have not received it yet, we advise him to contact our customer service directly with a bank statement starting from February 26th to date.
  We would like to take this opportunity to sincerely apologize to Liam * for any frustration or inconvenience this situation may have caused.
  
  Thank you for your patience and understanding.
  *****
  Specialist | Executive Customer Care
  

  Customer Answer

  Date: 04/02/2025

  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:02/18/2025

  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.

  Refund - StubHub told me I could cancel transaction. See uploaded documents. They should have a window of time to change or cancel and order like ****** and others online ordering.

  Business Response

  Date: 02/20/2025

  Thank you for the opportunity to respond to *** ***** ***** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  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. If I can be of further assistance, please let me know.     
   
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care
  

  
  

  Customer Answer

  Date: 03/04/2025

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

  Thank you for your help and follow up.  In the last notice I was not able to respond without having to attach documentation.  They did deny the complaint because they dont allow cancelations.  The issue is that their **************** miss informed me as to their rules and process.  They took so long to reply to my dispute from my credit card company, that by the time I received their response it was only a few hours before the ticket event **** game).   Therefore, this delay did not allow me time to consider using the ticket.  Or if they responded sooner, I could listed the ticket for resell recoup some of cost of the ticket.   I tried to send them a message on ******** and they have that feature turned off.  StubHub does not have a good reputation.  My issue is more on the principal of their business practice.  Ill try to connect with CA ************************** to make sure they are aware of this companys practices. 

   

  I appreciate your help and professionalism.  Keep up the great work and I appreciate the services you provide.

   

  Appreciatively,

   

   

   

  ***** ** *****  

   

   

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

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

• Initial Complaint

  Date:02/18/2025

  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.

  Purchased 4 tickets in the amount of $897.99 from StubHub on December 3rd, 2024 (order # *********) for the ***** concert in ********* at the ***************** on April 26th, 2025. StubHub is allowing sellers and buyers to list their tickets for sale at their website with full knowledge that are being listed with the wrong section/location and/or a section/location that doesnt exist, knowingly they are violating their own policies and are making their buyers filing a lot of complaints, etc. and StubHub is very aware of what is going ******* is a sample: I was allowed to violate their policy when unknowingly listed my tickets for sale at their website without knowing that the tickets I had just purchased from them had a section/location that didnt exist. When listing my tickets for sale on December 11th, 2024, with StubHub (listing number **********) noticed that there was some wrong with the tickets section/location because when doing a manual search for the tickets at their website the tickets were not showing up, not even trying every rule available when doing a manual search, to figure out that the tickets I had just purchased from StubHub had a location Section: 400-Level that doesnt exist (Sections at **************** in ********* are from 406 to 444)._____________________________________________________________________StubHub very well knows that tickets are being listed at their website for sale with the wrong section/location which is against their ********* this time I am respectfully requesting a full refund in the amount of $897.99 back to the original method of payment.

  Business Response

  Date: 02/19/2025

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

  
  According to the policies ****** ******* agreed to at the time of purchase, all sales on StubHub are final, and she is not eligible for a refund for the order mentioned in this complaint.

  
  Additionally, we want to clarify that StubHub does not guarantee specific seats. Sellers have a set time frame to provide tickets, and our FanProtect Guarantee ensures that if tickets are not delivered or do not match the listing, customers will receive either comparable tickets or a full refund.
  
  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: 02/20/2025

  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 have been asking StubHub for the last 2 months for the exact location of the tickets I purchased from them to be able to list them for sale and they are giving me the running around.  

  I am respectfully requesting that StubHub get in contact with the seller and reply with the exact tickets location to be able to comply with your sellers policy requirements.

  I dont want to list my tickets for sale with the wrong section/location because according to StubHubs's seller policy section 2:

  1- I will be in violation of your sellers policies
  2- My listings will not appear on your site
  3- My sale may be canceled
  4- I may not get paid
  5- I may incur additional fees
  6- I may be subject to other consequences specified in these Seller Policies and Clause 19 of the User Agreement.
  
  My tickets are worthless without the exact section/location so please stop giving me the running around and reply with the correct section/location so I can list my tickets for sale complying with your policies, rules and regulations.  Govern yourself accordingly.

   

   

   

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

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

  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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets,they are purchasing from a third-party seller who sets their own prices for the tickets listed. When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets.
  
  In researching ****** ******** complaint, I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open and must be resolved. *** ****** ******* is not entitled to be refunded or otherwise compensated for this matter in accordance with the policies which she agreed to at the time of her purchase.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance,please let me know.
  
  
  Sincerely,
  
  ***** *.
  StubHub ***********************

  Customer Answer

  Date: 02/23/2025

  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:

  Hello StubHub, for your information the chargeback inquiry was closed and cancelled on January 28th,2025, please update your system.

  Hello StubHub, I have an easy yes or no question for you, do you want me to list my tickets for sale at your site with the wrong or made-up location which is against your rules and regulations?  Yes or No?

   

   

   

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

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

• Initial Complaint

  Date:02/18/2025

  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.

  They sold me tickets. The tickets would not open. Ticketmaster told me they were fake and to go to point of purchase for a refund. Stubhub will not provide me a refund or comparable tickets (as they guarantee) because of the timing to the show

  Business Response

  Date: 02/19/2025

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

  
  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.

  
  Our records indicate that *** ****** reported an issue accessing the tickets for his event. When he contacted our *************************** regarding the delivery of his order, he was informed that his purchase was covered by our FanProtect Guarantee. He was assured that his tickets would arrive in time for the event, and if they did not, we would provide comparable or better tickets or offer a refund.

  
  As part of this guarantee, StubHub provided *** ****** with a link to select comparable replacement tickets. Additionally, the seller of his order was held responsible for the costs incurred to resolve the issue.
  *** ****** was successfully provided with alternative tickets on February 18, 2025, and no further action is required, as no additional issues were reported.
  
  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:02/18/2025

  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.

  1/7/25 we bought 2 tickets to a comedy show at ********************* ********** show) from StubHub.The show was postponed INDEFINITELY and I tried repeatedly to get them to refund my money back to my credit card. They said this was NOT their policy with postponed shows and that my ONLY recourse is to RESELL the tickets ON THEIR SITE. (WHICH i HAVE LISTED THEM AS OF RIGHT NOW.) BUT WHO in the world would buy tickets to postponed show!? This CANNOT BE LEGAL. And if it is, it darn well should not be. I have never used stubhub before and this "policy" was NOT clearly shown BEFORE I purchased the tickets. I called my credit card company and they are saying that "If it's stubhubs policy then there's nothing they can do."I'm out $103 and I have to JUST TAKE IT!?I CANNOT believe a company is legally able to SCAM you this way. This IS a scam and I know stubhub has been around a while now -and I'm sure I'm not the only person who has had this happen but I want my **** money back. I live off disability and every ***** counts. We barely do anything for fun and we buy tickets ONE TIME -AND GET screwed out of $103. is there anything at all that you can do?Also -because my cc company (our bank) basically can't do anything, I did list those tickets back for sale on stubhub's website -BUT here's the kicker -IF THEY SELL, THEY DO NOT GO BACK TO MY CREDIT CARD! This ALSO SHOULD BE ILLEGAL! They FORCED me to GIVE THEM MY ****** ACOOUNT or a BANK ACCOUNT! (WHICH my god, I hope NOBODY GIVES STUBHUB THEIR BANK ACCOUNT!) i did give them my ****** acct BUT HERE AGAIN -they forced me to accept SOME RANDOM DATA-MINING *** TO HAVE PERMISSION TO MY DATA ON ******!The *** OR WEBSITE THAT THEY forced me to give PERMISSION TO IS "Viagogo" I've never heard of this viagogo & don't trust THIS.But if I didn't choose "ACCEPT" they wouldn't let me add my ****** account to HOPEFULLY RECEIVE the money IF my tickets do sell!Please help! No one will buy tickets to a postponed show!

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond to *** and ***** ***********/****** 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 *******************************************
  
  
  In researching *** and ****** purchase, I can see that their event has been postponed by the event organizers with no new date scheduled. *** and ***** tickets will be valid for entry on the new date determined by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. If the event organizers decide to change the event status, we will inform via email.
  
  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 ***********************

• Initial Complaint

  Date:02/17/2025

  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.

  Stubhub showed a set of tickets (3) together in row 3, seat *****. It rated the seats as an amazing deal - as much better than other seats behind it with lower prices.The tickets I received were for general admission instead of the specific seats that Stubhub showed and rated.Stubhub refused to refund them or admit that these are not the tickets I was promised.

  Business Response

  Date: 02/20/2025

  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, 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.

  
  Following my review of your dispute, I have successfully initiated a refund for the order referenced in *** ******* complaint on todays date, 02/20/2025.  *** ****** will receive another email once the refund has been processed. The payment will be issued by the default payment method on file and may take ***** business days to process, depending on her financial 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 Executive Customer Care

  Customer Answer

  Date: 03/13/2025

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

  Hello,
  
   
  
  This is an update on ref ID #********. 
  
   
  
  On 2/26, StubHub sent an email that it was reviewing my order for a potential refund and would resolve within 72 hours.
  
   
  
  After the 72 hours passed with no word back from StubHub I called for a status update. I was told on the phone (without apology) that no, 72 hours was wrong and the review takes ***** days.
  
   
  
  Now I still havent heard back after this time period either. So far, the companys words are not backed by action or consistent communication.
  
   
  
  ****** 

   

   

   

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

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

  Customer Answer

  Date: 03/14/2025

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

  [Your Answer Here]
  

  I have been given different stories 4 times now by phone with StubHub, each with a promise for follow up timing that does not happen.  StubHub portrayed and rated tickets on its site for specific seats that do not exist, I paid a premium for the seats based on how they were rated by StubHubs rating system, and then only received general admission seats. This is fraudulent marketing and requires an immediate refund and a change in StubHubs rating system. End of story.

   

   

   

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

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

  Business Response

  Date: 04/02/2025

  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 apologize for the delay in resolving *** ****** ******** issue.
  
  We can confirm that *** ****** ******** case has been reviewed and *** ****** ******** refund was processed on March 20th.
  
  Further information regarding the refund which contains *** ****** ******** personal information will be provided in an email that will be sent today, with information that will assist *** ****** ****** in contacting her bank to assist her in finding the refund.
  
  We can also confirm that *** ****** ****** has opened a Chargeback with her bank, and at this time we are unable to provide further assistance regarding the Chargeback, and it will also need to be verified directly with the bank.
  
  We thank *** ****** ****** for her patience while we looked into the matter.
  
  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:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold tickets for a concert through stub hub, tickets which I originally bought through stub hub. ********* filed a false claim which stub hub investigated and informed me I would be refunded my original ticket purchase price. I was never refunded. After calling customer service, sending email after email, all I ever heard back was it was being looked into. I gave up on the claim, but was told by a friend to file a claim with the BBB.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond to *** ****** ******** complaint, BBB case # ********.I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site.When buyers place an order for tickets, they are purchasing from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  In reviewing *** ******** complaint, I can see that he has not been refunded for this order yet. I was able to escalate order ********* for a refund and he will be contacted directly once a resolution is reached. We are sorry that we cannot assist more at the moment and appreciate his patience while we resolved this matter.
  
  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: 02/19/2025

  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]

  So the answer they have provided is the same response I have been given numerous times already. Each time I wait and nothing happens, I reach out again, and again and they respond the same way. I think waiting for a refund they already said I would get, for over a year is more than patient. That is the reason I have finally reached out to the BBB. What do they need to look into now? 

   

   

   

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

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

  Business Response

  Date: 02/20/2025

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

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

  
  Following my review of the complaint submitted by *** ********* I can see that an email was sent to him with the subject, Your StubHub Payment Adjustment for Order ********** advising that we have successfully processed a refund for the order referenced in her complaint on todays date, 02/20/2025. The payment will be issued to the default payment method on file and may take 5-8 business days to process, depending on *** ********* s financial 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 Executive Customer Care

  Customer Answer

  Date: 02/20/2025

  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:02/17/2025

  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.

  On Dec 23 2024 I sold two tickets. Order number ********* on the Stubhubs platform. I delivered the tickets, confirmed by email through ************. I was supposed ti be paid $450 5-8 days after the event which was Jan 15 2024.When contacting stub hubs . They continue to tell me it has been escalated. I have emails from them that i would be paid within 5 days on Feb 9. When i contacted them again regarding payment. I was told there is no time frame.I do not feel Stub Hubs has made the proper attempts to have me paid for tickets I sold on their platform.

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond to ***** **** complaint, BBB case #********. I sincerely apologize for their 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.

  
  Following my review of the complaint submitted by ***** *** I have successfully processed the payment for the order referenced in their complaint on todays date, 02/19/2025. The payment will be issued to the default payment method on file and may take 5-8 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 Executive Customer Care

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ***
  
  
  
   
  
  

• Initial Complaint

  Date:02/17/2025

  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 deleted this ticket a long time ago. I don't understand why it was still sold. February 17th,I found that 400 dollars was deducted from the bank card.For the $400, I keep looking for the reason for the deduction, receipt, email, online shopping. Finally, I found that it was stubhub. So I tried to ask the customer service to find out the situation, but he couldn't explain why my money was deducted. I obviously deleted the ticket a long time ago, but I don't know why the app can still sell my ticket. Normally, if I delete the concert tickets for sale, I shouldn't be able to sell them. Finally, I deducted $400 because I couldn't transfer the ticket. This is *************** the same time, I have also seen some consumers encounter similar situations on other websites, and they also share their experiences and unpleasantness.I seriously suspect that this company is using this method to defraud consumers of money.Order # *********

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ****** *** complaint, BBB case #********. I sincerely apologize for their 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.

  
  Following my review of the complaint submitted by ****** **, I have successfully processed the payment for the order referenced in their complaint on todays date, 02/18/2025. The payment will be issued to the default payment method on file and may take 5-8 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 Executive Customer Care

  Customer Answer

  Date: 02/23/2025

  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:

  It's been 5 days, and I haven't received the refund yet. Why can it deduct money from my debit card at will? Aren't there any regulatory agencies to supervise these companies? Is this legal? Tens of thousands of consumers use this apps every day, and I can't imagine how many consumers' rights and interests have been damaged.
  

   

   

   

   

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

  
  Sincerely,
  
  ****** **
  
  
  
  
   
  

  Customer Answer

  Date: 02/24/2025

  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 want to receive a refund, not a credit. Because I don't want to use this app for a long time in the future . It scares me. I'm afraid that my money will be deducted again for no reason.
  

   

   

    

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

  
  Sincerely,
  
  ****** **
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to respond to ****** *** complaint, BBB case #********. I sincerely apologize for their 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 regards  to ****** *** complaint, if  their payment method was charged the will receive the money back, otherwise the amount will be used to nullify the outstanding charges on the account.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,   
  
  Sincerely,   
  *****
  StubHub ***********************