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:02/07/2025

  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 sold me tickets with the row listed and then the row disappeared after purchase. I requested the row information, and they said it would be provided when the tickets are delivered. I have paid for the tickets and am simply asking for the row assignment. They are not providing it because they ran a bait and switch on me, and theyre doing it to others. Complete refund and agree to stop this practice.

  Business Response

  Date: 02/08/2025

  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 her purchase. If this event has not passed and *** ******* does not want to use these tickets, she can relist them.
  
  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: 02/09/2025

  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:

  While StubHub may have included information about their sales practices in the fine print, it is not a good faith purchase agreement between business and customer to electronically deliver comparable tickets at a later date. 
  

  The customer is baited into purchasing tickets through a graphic floor plan, and led to believe that, through an electronic transaction, tickets will be delivered promptly upon purchase. In fact, every aspect of the sale appears to goes through as with other ticketing outlets, but the actual floor assignment is not available to the customer because the tickets have not yet actually been delivered by StubHub (or by the ticket holder themselves, who would have to have listed the tickets on StubHub). 
  

  Has StubHub themselves purchased large blocks of tickets and created an inflated secondary market? Are they double-dipping on transaction fees? If so, the reasoning of not actually producing the tickets to the customer upon purchase becomes clear. 
  

  It is not within the usual expectations of electronic ticket purchase (which I have done on numerous occasions) that you have to wait for delivery, or possible delivery. I was surprised and disappointed at this shady practice and the probable reasons behind it. Ultimately, StubHub could have stepped up and provided me a refund, but have chosen not to. They have stated that I am not entitled to one. That may be the case because of your user agreement. 
  

  My question for the BBB is this: how far outside of purchasing norms are user agreements able to insulate companies from good-faith sales practices? If a user agreement slyly incorporates the consumers acceptance of scammy practices, does this leave the consumer with no recourse? 
  

  I think I must be one of a number of consumers reacting this way, ticket resellers are known for bad business practices. I had not used StubHub for some time, and was aware that their reputation has become very bad, but I took a chance. 

   

   

   

   

   

   

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

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

  Business Response

  Date: 02/11/2025

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

  
  The following is stated in the policies which *** ******** Fulcher agreed to when accessing the StubHub platform: We may charge fees for selling and/or buying Tickets through our Site and/or otherwise using our Services, as well as delivery or fulfillment fees (collectively referred to as "Service Fees"). Service Fees may vary depending on event type, Ticket type and location. We may in our sole and absolute discretion change our Service Fees at any time, including after you list your Tickets. Any applicable Service Fees including any taxes if applicable will be disclosed to you prior to listing or buying a Ticket. We may charge and/or retain Service Fees if you do not fulfill your contractual obligations under this User Agreement. 
  
  *** ******** Fulcher 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 will be delivered on time and exactly as described. If this event has not passed and *** ******** Fulcher does not want to use these tickets he has the opportunity to relist them. 
  
  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:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there! I recently resold a concert ticket that I couldn't use on StubHub's platform for $144. I took all the necessary steps and completed the transaction on my end, transferring the ticket to the purchaser. The event came and went with no issue. But shortly after the transaction was complete, I received an email from StubHub demanding my Social Security Number (***) in order to complete my payment. StubHub does not, in fact, need my *** to process the payment I am owed. According to the ************************, for the calendar year 2025, third-party organizations such as StubHub are only required to report transactions and issue a 1099-K when the value of those transactions totals to $2,500 or more. The company inaccurately represented to me that I had "reached or exceeded the annual threshold" requiring me to enter my *** in order to receive my payment. Furthermore, StubHub did not specifically notify me before I listed my tickets on their website that they would hold my payment hostage unless I divulged highly sensitive personal information; they only insisted that I provide this information after my sale was complete. I would not have listed my ticket on the site if I had known about this condition. StubHub is wrongfully withholding payment that I am owed and misled me as to the conditions on which I would be paid. I have respectfully requested that the *** requirement is waived for my payment given the relatively small value of my ticket and that StubHub process my payment as soon as possible. I have reached out to customer service a number of times, to no avail (see my attachments to this complaint). Each time I requested resolution - or even just an explanation of StubHub's position - I was stonewalled by a different customer service representative. I would really appreciate BBB's help in helping me resolve my dispute with the company.

  Business Response

  Date: 02/11/2025

  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. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ******************************** 
  
  In reviewing *** *. complaint,I do not show that their TIN information has been provided within their account. *** *.  has met the sale requirement for the TIN information to be necessary in accordance with current *** guidelines. We cannot waive this requirement. *** *. can insert this information within their profile settings. *** *. will receive their payment within 10 business days, once this information has been inputted and verified.We apologize for her experience and for the delay in resolving this issue.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely, 
  
  
  StubHub Executive Customer Care
  

  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:

  StubHub misrepresents the federal requirement. I have attached the relevant IRS guidance (IRS Notice *******), which clarifies on page 7 that, for calendar year 2025, there is no need for third-party organizations to report payments or issue a 1099-K to a payee "unless the gross amount of aggregate payments to be reported exceeds $2,500." Again, I sold my ticket for only $144. Therefore, StubHub is incorrect when it suggests that it needs to collect my TIN in order to comply with the ***'s requirements. I again respectfully request that StubHub compensate me in the amount it owes me without requiring me to provide my sensitive financial information. Thank you.
  

  
  

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

  
  Sincerely,
  
  *** *.
  
  
  
  
   
  

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to *** *** ******`s complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  In response to ********** continued concerns, we would like to reiterate that, based on our review, her Tax Identification Number (TIN) has not been provided within the StubHub account. As she has met the ***-required threshold for sales, submission of TIN information is mandatory in accordance with federal tax regulations. This requirement cannot be waived. 
  
  *** *** * can securely enter the required TIN by logging into her StubHub account and updating the information under her profile settings. Once the TIN is submitted and verified, her payment will be issued within 7 business days.
  
  We understand that *** *** * has expressed she does not wish to provide her TIN and is requesting StubHubs address for potential legal action. StubHubs mailing address and legal information can be found at the bottom of the website homepage under the Company Details section.
  
  While we respect her decision, we strongly encourage completing the TIN submission, which remains the only way for us to process the pending payment in compliance with *** guidelines.
  
  We sincerely regret any inconvenience this situation has caused. Should *** *** * choose to move forward with the required steps, our support team remains available through the *********** by logging into the StubHub account.
  
  Thank you for the opportunity to address this matter. Please dont hesitate to reach out if further clarification is needed.
  Sincerely,
  ******** *
  StubHub Executive Customer Care

  Customer Answer

  Date: 04/19/2025

  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:

  Again, StubHub has refused to provide even a modicum of information to help me resolve my dispute. I have asked for contact information for the company's legal team, as ************* seems to be intent on misstating the law. The response given here by the customer service representative is unhelpful - I searched on Stubhub's homepage for a "Company Details" page, but no such page exists (see attached screenshot for proof). I ask, once again, for StubHub to please provide me specific contact information (name, phone number, and/or email) for someone in the legal department. I would like to initiate a legal dispute because **************** has failed to resolve my issue.
  

   
  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  Date:02/06/2025

  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.

  We went online for tickets to a local play. We wanted to see the final price. The site requested the credit card first. Unfortunately my husband put it in. They did not disclose the total price. They charged an exorbitant $166 service fee for 2 tickets. My husband claimed he never hit a sale confirmation button. The site got stuck on a parking place upgrade and there was no way backwards to the cart. We backed out of the website and received a sale confirmation for a sale we never confirmed. When we called customer service and they told us to bad. They basically stole at least $100. They should be shut down.

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond to *** ******** ***** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  *** ***** is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ***** agreed to at the time of her purchase. We are obligated to pay her seller in full for this transaction as the tickets were delivered on time and exactly as described. If *** ***** does not want to use these tickets she has the opportunity to relist them.
  
  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:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three tickets on StubHub for the play back to the future. The play was in ************* so I traveled from ******* to ******** see it.I brought my printout of the StubHub tickets to the box office, and was told that those tickets are no good.I have tried to resolve this issue directly with StubHub phoning them at least half a dozen times, to no avail.After working with them for over 100 days. They tell me that they cannot prove that I got the tickets. Tickets that they sold **** am very unhappy with the fraud perpetrated on me.

  Business Response

  Date: 02/08/2025

  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.
  
  The contact information provided by *** ******* in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated *** ******* will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further.
  
  
  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:02/06/2025

  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 bought ticket for 23 Jan event a few days before event. When I got to event, the ticket was invalid. Attempted to contact stubhub customer service number (before the event), but did not work. I have screenshot of phone number called. Attempted stubhub customer service again on 24 Jan and they denied because they told me that ticket was delivered 5 days before event and I did not say anything until after event (not true). Filed resolution complaint with ****** but company has not responded to it as of today (6 Feb). Pictures and chats are included in the pdf attachment.Note: Their site states: **************************************** Our guarantee to you.Every order is 100% guaranteed on StubHub.StubHubs exclusive FanProtect Guarantee ensures valid tickets or your money back. Its this guarantee that makes us the most trusted ticket marketplace by fans where you can buy and sell with 100% confidence.Our FanProtect Guarantee offers buyers four key benefits:You will get your tickets in time for the event.Your order guarantees a ticket valid for entry into the event.If there is an issue with your order, well make it right with comparable or better tickets or your money back.

  Business Response

  Date: 02/08/2025

  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.

  
  In researching the complaint filed by *** ******* I can see that the refund was successfully initiated on 02/08/2025 and will be sent back to his original payment method. *** ****** will also be sent a confirmation of a refund to the email address on file. Our *********************** has confirmed that the refund transaction has been initiated. Once processed, the funds should be available in his account within 10 business days.

  
  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. Refund has been received. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against StubHub regarding their unfair and unreasonable policy of holding my ticket inventory while they conduct buyer verification. I recently sold a ticket for the ****** ********* concert on February 13, 2025, at ********* in ****** through StubHub (Order #*********). However, instead of finalizing the transaction, StubHub has put my ticket on hold while they verify the buyer, preventing me from selling it elsewhere if their verification fails.This policy is inherently unfair to independent sellers like myself because:StubHub removes my ticket from the market without guaranteeing that the sale will be completed.If the buyer fails verification, I am stuck with the ticket at the last minute, greatly reducing my ability to resell ***** a billion-dollar company, StubHub assumes no risk, while small sellers like me bear the financial burden.StubHub should not list a sale as confirmed until they have fully verified the buyer. Their current practice unfairly locks sellers into a potential loss, making it impossible to manage inventory efficiently. This policy is predatory and places undue risk on individual sellers.I am requesting that StubHub either immediately confirm my sale or release my ticket so I can sell it elsewhere. I also urge the BBB to review StubHubs policies and consider action to prevent this unfair treatment of independent sellers.Thank you for your time in reviewing my complaint. I look forward to your response and a resolution to this issue.

  Business Response

  Date: 02/07/2025

  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. 
  
  The StubHub Global User Agreement, Section 7.4 (Selling Tickets) states: StubHub does not guarantee that your tickets or related passes will sell or that your listing will appear on the site within a certain time after it is posted or in a particular order on the event page or through search results. We will not, for any reason,provide compensation for tickets that do not sell, even if it is due to sit unavailability from an outage or maintenance or listing delays.   
  
  In researching *** ******** complaint, I can confirm there was an issue with confirming the buyers information and therefore the sale to which she is referring to was not deemed a valid sale. In instances like this, we try to relist the tickets for the seller but, it doesnt always happen and its not something for which we offer a guarantee. It is *** ******** responsibility to check their account frequently when theyve listed tickets for sale in order to know when their tickets have sold. The StubHub User Agreement and Seller Policies outline the responsibilities of each party. As this was not a valid sale, *** ******** is not entitled to receive a payment for this order. 
  
  The StubHub Global User Agreement, in its entirety, can be found here: 
  www.stubhub.com/legal?section=ua 
  
  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: 02/07/2025

  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 is not acceptable to put this on the individual - even if you fine print says you can. It is deceptive and wrong - you are the billion dollar company, I'm the little guy. 

   

  Simply require buyers to be verified before a sale happens and this issue goes away. 

   

   

   

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

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

  Business Response

  Date: 02/09/2025

  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. 
  
  The StubHub Global User Agreement, Section 7.4 (Selling Tickets) states:StubHub does not guarantee that your tickets or related passes will sell or that your listing will appear on the site within a certain time after it is posted or in a particular order on the event page or through search results. We will not, for any reason, provide compensation for tickets that do not sell,even if it is due to sit unavailability from an outage or maintenance or listing delays.   
  
  In researching *** ******** complaint, I can confirm there was an issue with confirming the buyers information and therefore the sale to which she is referring to was not deemed a valid sale. In instances like this, we try to relist the tickets for the seller but, it doesnt always happen and its not something for which we offer a guarantee. It is *** ******** responsibility to check their account frequently when theyve listed tickets for sale in order to know when their tickets have sold. The StubHub User Agreement and Seller Policies outline the responsibilities of each party. As this was not a valid sale, *** ******** is not entitled to receive a payment for this order. 
  
  The StubHub Global User Agreement, in its entirety, can be found here: 
  ******************************** 
  
  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:02/06/2025

  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.

  Bought ****************** Ticket. they didnt work they promised me a refund. never got it

  Business Response

  Date: 02/07/2025

  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, 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 ********** ********** I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open,and we cannot issue a refund while this is being investigated by your financial institution. We will investigate your claim further according to our policies and determine if the claim is valid. If yes: Once this chargeback status has been updated, we can process a refund in accordance with the policies which (*** ******** agreed to at the time of her purchase. If no: *** ********* 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 Executive Customer Care 
  

• Initial Complaint

  Date:02/06/2025

  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 Monday I purchased tickets on StubHub for the Weekend concert tickets. The total that was given to me was shown in Canadian dollars but when I submitted my purchase the amount showed up after purchase as American. I was also only sent a receipt of purchase and no tickets. On their website there was no mention that tickets would be given the day of the show. I tried to email, my email bounced back. Then when I called they told me I would not receive tickets till the day of the show. If there are any issue they could not help me till after the show. This was never mentioned or written on their site.

  Business Response

  Date: 02/09/2025

  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 accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for 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. Our FanProtect Guarantee for sellers notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a  copy of our User Agreement can be found our website at ********************************
  Per our User Agreement, it is noted that when a buyer places an order,the buyer is responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, a buyer is entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are final. You cannot change or cancel any orders after the sale is complete.
  For the tickets purchased on our website by ******** ********* for *** ****** with ******* ***** and **** **** noted in her complaint, the seller listed the tickets in USD. As a result, *** ******** ********* was charged in USD and not CAD. This information was presented to ******** ********* when she first reviewed the ticket listing on our site and would have been shown again for her review prior to finalizing the purchase. We do not guarantee instant transfer of the tickets. However, we do guarantee that you will receive the tickets in time for the event.
  
  Sincerely,
  
  ***** *.
  StubHub ***********************

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against StubHub regarding an issue with a ticket purchase and the subsequent handling of a canceled event. My experience with StubHubs customer service has been highly unsatisfactory, and I believe their policies and practices have resulted in unfair treatment.I originally purchased tickets through StubHub for a concert that was later canceled. Instead of issuing a refund to my original payment method, StubHub credited the amount to my StubHub account. When the concert was rescheduled, I attempted to use the credit to purchase tickets for the new date, but I was unable to do so.I contacted StubHubs customer service multiple times, speaking with numerous representatives who were unable to resolve the issue. Despite escalating my concerns to their management team, no one was able to assist me in successfully applying my credit toward the new purchase. Each representative provided instructions, which I carefully followed a total of 12 times, yet I remained unable to use my credit. In total, I have spent over seven hours on the phone and online attempting to resolve this issue.When I requested that StubHub assist me in purchasing the tickets directly, I was told that they could not place the order on my behalf. Furthermore, despite my repeated requests, StubHub has refused to issue a refund to my original payment method, effectively holding my money without providing the service I paid ****** this point, I feel that StubHub has failed to honor its commitment to customers by refusing to facilitate the use of my credit or provide a proper resolution. I am requesting that StubHub:Issue a full refund to my original payment method.I believe this situation demonstrates unfair business practices, and I respectfully request the BBBs assistance in resolving this matter. Thank you for your time and consideration. I look forward to your response.

  Business Response

  Date: 02/07/2025

  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. 
  
  The contact information provided by ******* in this complaint does not link to an affiliated account. In order for this issue to be resolved or further investigated ******* will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further. 
  
  
  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: 02/11/2025

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

  Please see the screenshots above.

  The account is for ******* ****: email: **************************: 

  Order numbers: ********* & *********

  When you try to request a cash refund it does not allow you to and customer service will not process for you.

  You will see the error for processing a refund.

   

   

   

   

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

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

  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:

  This is false. The refund is to the stub hub account. The issue is that when I go to click for the refund to be issued to my credit card, there is the error messages that I previously screenshot and sent to you. You need to credit the card that I paid with. 

   

   

   

   

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

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

  Business Response

  Date: 03/20/2025

  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 *******************************************  
  
  Upon reviewing *** ******* **** case, we noticed that the screenshot provided shows a refund amount that does not match the amount *** ******* **** entitled to receive. Additionally, our records indicate that the purchase was made using the email address *****************, which differs from the email used to contact the Better Business Bureau. 
  To assist *** ******* **** further and provide the most accurate information, we kindly ask that *** ******* **** contact one of our agents directly. They will be happy to clarify the details and ensure you receive the correct resolution. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 

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

• Initial Complaint

  Date:02/06/2025

  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.

  February 1, 2025 my husband and I purchased tickets from StubHub. We did not receive our tickets for the event. We had made several contacts with StubHub's support through calling, emailing, sending pictures of what was going on as to try to accepting tickets. StubHub did admit that the seller did not have the tickets, we were scammed and would refund us. We have not got our refund as their "Guarantee" states. ******

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond to *** ******** ****** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event.Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  
  In reviewing this complaint I can see that *** ****** has been refunded in accordance with the policies which *** ******  name agreed to at the time of her purchase. I apologize for his/her experience, and for any delay in resolving this issue. ********* ********** 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: 02/11/2025

  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.
  This could have all been prevented if this was done on the day that I notified StubHub when we never received the tickets!  
  

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