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:02/12/2025

  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.

  The transaction was on December 16th, 2024 It was for $644.75 for 4 tickets to ****** ********** concert. We did not get the 4 tickets sent to us and StubHub is denying the refund, on the day of the concert, their representative over the phone said we would get a full refund.

  Business Response

  Date: 02/13/2025

  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 www.stubhub.com/legal?section=ua
  
  Thank you for reaching out regarding the complaint filed by *** ******** ********. After reviewing the case, I would like to provide the following clarification:
  

  The seller successfully processed two transactions: one for three tickets and another for one ticket. The seller has provided valid proof of the transfer of all tickets. Given that the seller has fulfilled the order as agreed, *** ******** is currently not entitled to a refund.
  

  Please let me know if you need any further information or assistance. We appreciate the opportunity to clarify the situation.
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets to see ***** **** in ********* on Saturday, November 16, 2024 at **************** and the tickets were mailed to me. When I arrived at the theater on the evening of the performance, my tickets were scanned at the door by the usher, and I was informed that my tickets were invalid. The usher told me I would need to go to the will call window to discuss it further. The employee at the will call window told me that the original ticket holder had contacted the theater just hours before to have the tickets transferred back into their name, which then invalidated the tickets I was holding. I asked the theater for a refund but they told me since I didnt purchase the tickets through them, but instead a third party site, I would need to contact them to receive my refund. Since the show was sold out, I was unable to attend, and the theater advised me that there was nothing further they could do.I immediately contacted StubHub customer service and explained the situation. They assured me that I would receive a full refund. However, as of today, I have yet to receive this refund. I have contacted StubHub several times since November 16. Ive spoken to customer service, managers, and have even sent emails. Every time I call they tell me that my refund will be processed within the week, but the week comes and goes and I still do not receive my refund. My order number through StubHub is *********. I purchased 2 tickets for a total of $670.69. I am really not sure what else to do at this point since I am not getting this issues resolved through StubHub.

  Business Response

  Date: 02/14/2025

  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.

  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 7 days of todays date.

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

  Sincerely,

  *** **

  StubHub Executive Customer Care

  Customer Answer

  Date: 02/14/2025

  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:02/11/2025

  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.

  On 2/6/25 I purchased two VIP tickets to The *** all star concert at ******* in ************* (*********) the next day. I received tickets to the *** crossover event. Which is another thing completely and at a different venue. I reached out to Stubhub and was told to send in my tickets. I sent in my tickets. Stubhub accepted the tickets on 2/8/25 and was told I would receive a replacement link. Zero tickets were available for replacement but I was told that the link is live and more tickets may show up closer to the show date. After an hour I received an email from stubhub telling me that Stubhub was reviewing my request for a refund and stubuhb would let me know within 72 hours. It's been over 72 hours and I still haven't heard anything back. On 2/10/25 I reached out to stubhub to see if another order would be valid and I would receive the correct tickets to the concert or replacement tickets. Stubhub assured me that every ticket on the site was correct and valid and if not I would receive replacement tickets. So I went ahead and repurchased another order (*********) an hour later I got an email telling me that the order had been cancelled and to click the link for replacement tickets. No replacement tickets were offered. So at this time it's been over the time limit when I was supposed to hear about a refund and stubhub lied to me and broke their FanProtect Guarantee by not "going out of there way" and looking for replacement tickets

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

  
  In researching *** ******** complaint, I can confirm that *********** was contacted directly and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue.

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

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

  Customer Answer

  Date: 02/20/2025

  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:

  [Your Answer Here]

  How is it resolved when I still dont have my refund? Ive been told it would be 72 hours multiple times only to not be given a refund 

   

   

   

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

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

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to respond to *** ******* ******** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  According to information we sent by email, refunds for orders have already been processed and *** ******* ******** should see the funds in his account within 10 business days.
  
  This is due to the deadline that banks need to process the amounts in customer accounts.
  
  At this point, I can confirm that the case is closed and *** ******* ******** just needs to wait for the deadlines.
  
  We thank *** ******* ******** for his understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/21/2025

  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:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14, 2024, I listed tickets for the ******* ****** event at **************** in ******* on StubHub. The tickets sold under Sale ID #********** for C$75.00 each, but I later received an email stating that the sale was canceled, and I was charged a penalty fee. The cancellation is unfair because StubHubs system did not allow me to select the correct ticket section while listing. I contacted customer support and filed an appeal, but despite multiple follow-ups, I received no resolution. Customer support only provided generic responses citing incorrect ticket information, even though I was never informed of an issue before the cancellation.Additionally, after the sale was completed, I called StubHub to confirm the transaction. The agent I spoke with never mentioned any issue with my listing but instead said I could have sold the tickets for a higher price. This means StubHub had multiple opportunities to address any listing concerns before canceling the sale and unfairly penalizing **** request: (1) A full refund of the penalty fee; (2) Payment of the originally agreed-upon sale amount (C$75.00 per ticket); and (3) A review of StubHubs process for handling seller disputes. The issue resulted from StubHubs system limitations, not seller error, and I am seeking fair compensation.

  Business Response

  Date: 02/17/2025

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

  Customer Answer

  Date: 02/18/2025

  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]

   

  Subject: Re: StubHub Listing Discrepancy
  
  
  Dear ******
  
  
  Thank you for your response. I would like to clarify a few key points regarding this matter.
  
  
  When listing my tickets, my specific section was not available as an option in the drop-down list provided by StubHub. As any reasonable consumer would have done in this situation, I selected TBD to proceed with the listing. At no point was I given an opportunity to provide additional clarification regarding the exact section.
  
  
  Furthermore, after the sale was completed, I made multiple calls to StubHubs customer support to discuss the transaction. At no time did any representative mention any issue or discrepancy with my listing. If there had been a problem, I would have addressed it immediately. Instead, I was only made aware of this supposed issue after the fact, when I was informed of the financial penalty imposed on me.
  
  
  Given that I acted in good faith and followed the process to the best of my ability given the platforms limitations, I find it unfair that I am being held liable for the full cost of the tickets. I respectfully request a reconsideration of this charge.
  
  
  I look forward to your response.
  
  
  Best regards,
  ******* ************
  
   

   

   

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

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

  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 might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events.We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order related to this complaint, we confirm that ************************ has already contacted our support team directly through our website regarding this matter. His case was promptly escalated to the relevant team for a thorough review of the sale and account details. Our team will reach out to him as soon as an update is available.
  
  Please note that if *** ************ requires any further assistance or has additional concerns, we advise him to contact StubHub directly through our *********** via his StubHub account. The ********************** is not the official contact for StubHub support.
  
  Thank you for the opportunity to provide clarification regarding this matter. If I can be of any further assistance, please let me know.
  Sincerely,
  ******** *
  StubHub Executive Customer Care
  

• Initial Complaint

  Date:02/11/2025

  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'm filing a complaint against Stubhub for deceptive advertising, the sale of unreleased tickets, and poor customer service, resulting in financial loss. I seek assistance in obtaining a full refund of $2,277.90.Purchase Details:On December 31, 2024, I purchased 2 tickets for **** Shens concert in ******** for $2,277.90. StubHub displayed misleading labels such as "Bestselling," "few tickets left," Lowest Price, and a countdown timer during the purchase process creating a false sense of urgency, led me to believe the service would provide immediate access to my tickets. But it did not disclose that the tickets would be delivered on March 9 (the day of the event) or that there would be any ********** of Unreleased Tickets:On January 6, 2025, the event organizer announced tickets would not be available until January 15, proving Stubhub sold tickets that did not yet exist.Price Discrepancy:Original ticket prices ranged from $170-$200, yet Stubhub charged over $890 per ticket, an unreasonable markup.Delayed and Misrepresented Delivery:Stubhub later claimed that the tickets were delivered on January 15, 2025far later than what was expected based on the initial purchase information.Customer Service Concerns:I contacted *********************** customer service to request a cancellation of my order immediately after noticing the discrepancies which was denied. In further communication, I was threatened by a supervisor with permanent account block for mentioning disputing the charge. Since January 13, 2025, I have been unable to log into my Stubhub account, limiting my ability to resolve the matter directly.Stubhubs actions may violate:FTC Act: Prohibits unfair or deceptive acts or practices in commerce, which may include the misleading advertising and sale of unreleased tickets.State Consumer Protection Laws: Many states, including ********, have statutes that prohibit deceptive marketing practices.FCBA: Ensures consumers receive goods as represented.

  Business Response

  Date: 02/17/2025

  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 entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ***** ***** agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described.
  
  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:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 2 Tickets through StubHub back on November 21st 2024. I delivered the tickets to the buyer as soon as they were available. The date to get paid by StubHub came and went with no payment to me for the tickets. I have called StubHub several times and spoken to customer service. They told me there was no problem with the tickets and that I should have been paid. They then told me they would escalate the situation and I would receive an email. Every time I call back they tell me there is nothing they can do because it has already been escalated and to wait for the email. They owe me $2,247.00 USD or $3,150.00 CAD and I have made sure that my account information for deposit is correct on their end.

  Business Response

  Date: 02/12/2025

  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, 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.

  
  In reviewing *** ****** complaint, I confirmed that this order was successfully processed.Our *********************** has verified that the payment was used to satisfy an existing debt from a prior order that required substitution. Unfortunately,we are unable to issue any additional funds or provide 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: 02/12/2025

  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 did not sell any other tickets through Stubhub.  I have only purchased through them and not only did I purchase at a premium I paid in full at the time of purchase.  Stubhub has not sent me one bit of information regarding this so called fulfillment of an existing debt.  I did not personally have an existing debt.  If I did why wouldn't they contact me?  They can't just withhold funds with no contact at all. My last email from Stubhub was the one thanking me for delivering the tickets for the order in question #********* on Nov. 18th 2024. After successfully transferring they still have not paid me the $3,150.00 CAD or $2,247.82 USD.  There has been zero contact since.  The only other tickets I bought from Stubhub were for an event in ***** and I paid in full at the time of purchase and through *******.

  Order #********* for $2,531.30 total, ticket price was $1,870.63, fees $660.67 on **************** ending 2017 all documentation is attached. All in USD

  Order #********* for $2,253.70 total ticket price, ticket price was $1665.00, fees $588.00 on **************** ending in 2017 all documentation attached, all USD

  Order #********* for $130.82 total parking ticket price, parking $86.65, fees $44.17

  Viagogo Order #********* for CAD $5,350.70 USD $3,829.86. ******* a subsidiary of Stubhub does not list fees but they were there!

  All the above purchases were paid in full and I was the buyer and not the seller.  I did not sell any other tickets on either platform except the ones I have not been paid for and am disputing the non-payment #*********.  I am demanding payment as it has been 3 months with no correspondence or payment.

  As you can see I have paid close to 2 thousand dollars in fees to this company.  How absolutely disgusting that they do not hold up their end and pay what is owed to me. I have receipts and can guarantee that I have no debt to them and will not stop until I am paid in full.

   

   

   

   

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

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

  Business Response

  Date: 02/14/2025

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

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

  
  When a seller lists tickets for sale, they agree to the Seller Policies as defined in the Global User Agreement found here: ********************************************************; Section 7.3, By listing a ticket for sale, you are making a binding offer to sell that ticket to a buyer who purchases the ticket at the sales price. When a buyer accepts your offer by purchasing your ticket through our site, you are contractually bound to deliver that exact ticket for sales price and within the required delivery timeframe. You are obligated to monitor your inventory and ensure all listings are accurate. Failure to fulfill your orders will lead to charges as stated in this User Agreement and Seller Polices. 
  
  In reviewing *** ***** ***** sale, I can see that the proceeds from the sale referenced in this complaint were put towards outstanding charges on hher account which were accrued through previous failed sales. The charges received for those sales were valid and were put into a pending status on **************** StubHub account in lieu of charging them directly. (Order number #*********  from event happened in 2022 - Tortuga Music Festival - 3 Day Pass) 1. *** ***** ***** was paid the remainder of the proceeds of the referenced sale after their obligations to the outstanding charges on their account had been met. 2. *** ***** ***** is not entitled to receive any payment for this sale as the proceeds were fully absorbed by the outstanding charges on their 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 Executive Customer Care 

  Customer Answer

  Date: 02/18/2025

  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 do not owe StubHub for tickets for the sale they are referencing.  StubHub implemented a mail by date for that event as the tickets were by wristband only. There were no means to deliver electronically. The mail by date implemented was 4/3/22. All tickets to this event should have been deleted off their platform as of the end of business that day! Not only that but there was no proof that StubHub suffered a $3,600 loss due to me cancelling my tickets that could not be mailed by 4/3/22 on 4/5/22 for an event that started on the afternoon of 4/8/22.  They can not just arbitrarily make up an amount to charge for my canceled ticket order that couldn't of been replaced due to it being a wristband only event with only a 2 day window to deliver a wristband through USPS. 

  I want proof that they delivered tickets in the amount of $3,600 to a buyer that is not their own business or associate put in place in order to take advantage of ticket sellers. They have also wiped their 2022 rules from their emails as they have been sued since.

  Also, let it be know that if I am not paid for my original order in November 2024 in this complaint that I will be filing a lawsuit in the State of Florida. I will not only be going after the amount owed.  I will be going after the repeated time spent dealing with their customer service on the phone and chat that gives zero answers when called and the pain and suffering they have caused by ruining this whole experience for me. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/11/2025

  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 sold a ticket on December 8, 2024, and it has now been over two months, and I still have not been paid for the ticket. I was told I would receive payment 5-8 business days after the event. I first contacted the business on December 28, 2024, and they tried to tell me that the sale was cancelled. However, Stubhub did not notify me of any cancellation and I even received confirmation from Stubhub that the ticket was successfully transferred to the buyer. I was told that the situation requires further investigation and that my case would be escalated to the specialized support team and a representative would reach out to me regarding this issue within 1-2 business days, but I still not receive anything from the business. I have verified confirmation that my "proof of transfer strongly supports that the sale was completed and should not be showing as cancelled." I contacted Stubhub today, and sent the verification from ticketmaster and emails showing the ticket was successfully transferred. However, I received the same response that my case would be "escalated", and I would hear back from the specialized team but could not give me a timeline. The representative also confirmed that I do have proof that my ticket was transferred and should get the payout. My online account with the business also shows that the status of the ticket was sold, transferred, and I am just pending payment.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to *** ******** ***** complaint,BBB case #********* I sincerely apologize for his/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, we are still researching this matter account and monitoring the payment for *** ****** We apologize for the time it has taken and will reach out to *** ***** once we have completed our investigation. Please rest assured that we are working diligently to resolve this case.
  
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets for the *************. I bought the tickets on 1/13/25 and they were supposed to be 2 tickets for "All Sessions (March 4-23, 2025)". I then received my tickets on 1/19/25. The tickets I received were not correct. The ones I got were 2 tickets for the first session, and they were "Obstructed View" when the listing said nothing about that. They told me that in accordance with the Fan Protect Guarantee that I would receive replacement tickets or a refund, and I told them I don't want a refund, and only want my correct tickets. I then had to send Stub hub the incorrect tickets, so I did that and they told me I would receive my replacement tickets soon. I kept calling because I had not received the link to get my tickets and every time, they told me I would get it soon and if I hadn't heard back in a few days, then to call back. One person told me I would have them in 3 days. I still have yet to receive the link to get my replacement tickets and a supervisor told me that I won't get the link for the replacement tickets until 3 hours before the start of the event because they "need to give the seller time to send the correct tickets since they are a customer too". That is unacceptable. In order for me to attend this event, I need to book hotels, and plan the trip but cannot do that until I can confirm the tickets. They also refuse to provide me with a refund and say that if I want a refund that I need to wait until the link comes, which will be 3 hours before the event starts. They have also told me that they have repeatedly tried to contact the seller but they won't respond, but they still want to give them time. I need my tickets. I need them in order to make arrangements for my trip. It cannot be 3 hours before the event starts.

  Business Response

  Date: 02/12/2025

  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 entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ****** agreed to at the time of his purchase. We are responsible for giving the seller up until the must ship by date to fulfill order. The must ship by date has not passed yet and the seller still has time to fulfill. If the seller does not fulfill by the given date, we will send an alternative link with a replacement option.
  
  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: 02/12/2025

  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:

  Firstly, My name is ***** ******, not ***** ******, like you used in your response. Please use my correct name.

  Secondly, I know it states that I will get my tickets in time for the event, but not receiving my replacement tickets until 3 hours before the event is not okay. Especially when I was told by Stubhub employees, that it would be before that. That timeline is not acceptable, as it does not provide me with reasonable time to address any potential issues, travel, or make necessary arrangements. The guarantee should ensure timely and stress-free access to my tickets, not a last-minute delivery that creates unnecessary risk.

  Also, You are saying I am not entitled to a refund, but right above it in the policy, it clearly says " 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." and I was also told multiple times that the link that should be getting sent to me would have an option for replacement tickets OR a refund. So, I am in fact entitled to a refund.

  Everyday I hear different things from Stubhub, multiple employees are telling me that I could get the replacement tickets by the end of the week or by the end of the day but then now you are saying it will happen ONLY AFTER the must ship date, nobody ever said that nor is it in any policy. Stubhub is constantly lying to me and running in circles trying to avoid providing me the replacement tickets. 3 hours before the event is unacceptable. I have paid my money, and still yet to receive the product I paid for. If this continues, and I still have yet to receive my replacement tickets, I will have no other choice but to contact my bank for a chargeback on my card.

   

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

  
  

  Business Response

  Date: 03/07/2025

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

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

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  
  In researching *** ***** ******** complaint, I can confirm that *** ***** ****** was contacted directly, and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 03/10/2025

  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:

  Not surprising but Stubhub is lying again. This issue is NOT resolved and they did NOT contact me directly. The only reason Stubhub answered this is because I did a chargeback with my bank. They did not answer my BBB complaint until I did that. Up to that point, stubhub refused to provide me with me refund. They said "you will get your refund' but could not tell me when. They keep saying that "The internal team is reviewing it". I even asked them if they can guarantee if i will have my refund within the next 10 years, and they said "We cannot guarantee that, but you will receive your refund. That is not okay. Their policy states 5 business days and New York Law (Where stubhub is headquartered) clearly states it must be within 10 business days from when i asked for the refund. They still haven't provided that. I also have confirmation from a Stubhub agent that they are admitting that Stubhub is violating policy and breaking the law. I would like this case to be handled accordingly. I would also appreciate if stubhub would stop lying to me, because they have been doing that since day 1. I have numerous emails clearly stating that they guarantee i will have my refund by X date, and every single one of those was a lie. Do not EVER buy anything from stubhub. 

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

  
  

• Initial Complaint

  Date:02/11/2025

  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.

  January 31, 2025, I searched for options to purchase tickets that would accept my paymentmethod. I've heard of stubhub over years, they advertised on their site as having tickets for the local theater (*********) for "Stomp"., in March 2025. After payment $272.67 was accepted, I recieved an e mail saying the tickets weren't available yet. I then called ********* to confirm that stubhub tickets were legitamite and was told that, Absolutely Not, they do not work with or through stubhub. I would just like to be refunded. Thank You ***** *******.

  Business Response

  Date: 02/15/2025

  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 mentioned in this complaint. ********** will need to either relist their tickets or use them, as she is not eligible to receive a refund or any other form of compensation.

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

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 tickets to **** **** for event on Oct 19 at 8pm at ********** when I went to event they scanned the tickets and told me that these tickets were for a different event playing at the same location but a different theatre of the building. I contacted Stubhub they apologized and was going to refund me my money. I then had to buy the correct tickets at the venue but they only had 2 tickets left for the show so I had to buy another ticket through Ticketmaster and was not able to sit with the other two people. It was a present for my niece that I couldnt even sit with the tickets for the event were $25 each stubhub charged me $373.06 I have spoken to customer service 3 times and still will not refund me. I put a claim in through my credit card and they took the charge off then just recently added the charge back on again stating stubhub is refusing to reimburse me because the event already happened. How was I suppose to know they sent me wrong tickets before the event. Ive read that this has been happening to thousands of people that are getting wrong tickets not getting reimbursed Stubhub is scamming people and should be accountable for fraud. What they are doing is illegal and I would like to know how to sue the company for fraud

  Business Response

  Date: 02/23/2025

  Thank you for the opportunity to respond *** ******** ***** 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 ********************************
  
  Thank you for reaching out regarding the situation reported by *** ******** *****.
  

  After a thorough review of the matter, we have confirmed that the buyer has initiated a chargeback, which unfortunately prevents us from proceeding with further investigation at this time. In order for us to continue looking into this issue, the buyer will need to retract the chargeback and provide valid proof of its cancellation.
  

  Once the chargeback has been dropped, we will be able to resume the investigation and work towards a proper resolution for *** ******* situation.
  

  We appreciate your understanding and cooperation in this matter.
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care
  

  
  

  Customer Answer

  Date: 02/27/2025

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

  i will not drop my chargeback with my credit card company. I have given stub hub several opportunities to resolve this issue  each time they offered me a refund I never received it   Until my credit card company states Stubhub credited me back I will not be satisfied 

   

   

   

   

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

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

  Business Response

  Date: 02/28/2025

  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.  
  
  We can confirm that at this moment, with the Chargeback open, the complaint and investigation is directly with the bank, and we cannot investigate the problem.
  
  If *** ******** ***** needs assistance, she needs to check updates directly with the bank.
  
  As soon as the bank decides on the Chargeback, we will be able to provide further information.
  
  At this time, unfortunately we are unable to assist.
  
  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