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:02/01/2025

  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.

  12/16/24 - I purchased tickets to superbowl LIX, order #********* using a guest account. Tickets to be transferred electronically in the future. When I initiated the purchase, I selected a specific section from the website that showed the specific seat assignments and the view of the field from those seats. Yet at completion of the purchase, a range of sections without specific seats were listed on my receipt.1/26/25 - Decided to resell my tickets. Reselling the actual tickets is not possible, because there is a failed process on the StubHub site. I was instructed by StubHub to log into the guest account and choose the "Upgrade" option. My guest account does not show the "Upgrade" option, so I cannot simply resell the same tickets. After several attempts to resolve the matter with StubHub **** by phone, the only other option I had was to create a new listing to sell the tickets. However, I have not yet received the tickets so I don't have an actual seat assignments, so my ad is not specific enough to generate interest. The listing process requires input of a specific section, but my tickets actually include a number of possible sections, which I cannot report using the resell ad. Due to the site's inability to provide me with the option to re-list the specific listing that I chose when I made the initial purchase because my guest account could not be upgraded as their technicians suggest.The back up plan is to create a new listing, however, my listing is so non-specific (missing seat assignments, row and section because StubHub has not provided this information to me) that it has not generated interest.I have ask support personnel for a refund due to the failures on StubHub's part to provide timely resell options for me. I understand their policy that all sales are final, however, the actual sale has not been finalized as of today 2/1/25 because a transfer of a product or service has not been completed after my payment was made more than 6 weeks ago.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ****** ***** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at www.stubhub.com/legal?section=ua
  
  We can confirm to *** ****** ***** that we have reviewed the order and listing and all information is correct.
  
  The tickets are listed in ZONES, and the listing created by *** ****** ***** was correctly listed considering the original purchase.
  
  We just ask *** ****** ***** to make sure his listing is active again, as it is currently inactive and cannot be sold. *** ****** ***** is solely responsible for keeping the listing active, and once he does, he can give the tickets a chance to be sold.
  
  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: 02/04/2025

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

  There are several issues throughout this process that are unfair to the consumer and left me with poor service and having to endure undue financial risk.
  
  First, the initial purchase was initiated with specific seat assignments advertised specifically on the StubHub website.  I started with the expectation that I would receive the tickets to the seats that were specifically advertised.  In fact, the website goes as far as showing a picture of the view from those particular seats.  This makes every part of the transaction start out with the buyer expecting that specific experience. However, by the time the transaction was completed, I was forced to assume seats in a number of sections, not the specific seats that I originally looked at.  This is a bait and switch practice that is completely misleading and is carried out on the website deliberately and to the disadvantage of the buyer.
  
  Secondly, to date, I still do NOT have a seat assignment which.  Therefore any listing to resell the tickets is so generic and vague that it will never attract a buyer.  The process of "re-selling" makes it impossible to resell what I have purchased. Using the Sell Your Ticket feature on my profile does not recreate the exact listing that I viewed when making my purchase.  Instead, I have to create a new listing,specifying 1 zone, and seating details if available.  The website does not allow me to list the tickets as theyre listed to me with multiple zone options, making a 2nd reason why my listing is unlikely to be viewed and selected for purchase. 
  
  StubHub's FanProtect Guarantee does not protect the consumer,particularly with reselling, and StubHubs website makes it impossible to resell tickets since accurate information is withheld.  I realize that in several circumstances,selling tickets the day before may not cause an issue; however, when a consumer pays $16,000 for tickets eight weeks before the event, and the event is 3000 miles away, getting tickets "in time" for the event" is very relative. I have called StubHub almost every day since January 26, 2025. I have spent hours trying to get my call escalated; trying to get my tickets properly listed (which is impossible without actual tickets); and being told that the seller would be contacted to initiate transfer of tickets sometime before or on February 8, which is meerly 1 day prior to the event and insufficient time to resell.  This is not a good faith practice to protect the consumer.
  
  Additionally, each day that passes without reselling my tickets is money lost.  The value of tickets to this event has dwindled daily since I've been trying to accurately resell my ticket.  The bait and switch process has made it impossible for me to resell my tickets due to withholding of accurate seating assignments.  When StubHub guarantees to protect its fans, it is not true. StubHub in direct violation of their guarantee to protect fans and ensure tickets are delivered "in time" to sell.
  
  Lastly, I understand the policy of all sales are final,however, a complete sale of goods has not been transacted as there has not been a 2 way transfer of something of value. Up to this point, I have received only a handful of meaningless emails and empty promises in exchange for the nearly $16,000 that was paid in mid-December.  Therefore, as the transcation has not been finalized,a refund and cancelling of the purchase is in order. 

  
  

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

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

  Business Response

  Date: 02/06/2025

  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 ********************************
  
  Thank you for reaching out to us regarding *** ****** ******* account. We appreciate the opportunity to provide further clarification.
  It may help to explain that StubHub is a secondary ticket marketplace that enables fans to buy and sell tickets to various events, such as sports, concerts, theater, and other live entertainment. StubHub does 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 determines their own pricing for the tickets.
  

  By using our platform, both buyers and sellers agree to the terms outlined in our User Agreement. As part of this agreement, our FanProtect Guarantee for buyers states:
  

  - 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 conditions are not met and the buyer complies with applicable policies and timelines, we will offer comparable or better tickets, or provide a refund or credit for a future purchase. In the case of a canceled and not rescheduled event, a refund or credit will be provided at our discretion."
  

  A copy of our full User Agreement can be accessed ***********************************************
  

  Regarding ***************** listing, we have reviewed both the order and the listing details, and everything is accurate. The tickets are listed by zone, and the listing created by *** ***** reflects the original purchase correctly.
  

  However, we kindly ask *** ***** to ensure that his listing is active again, as it is currently inactive and cannot be sold. It is the seller's responsibility to keep the listing active, and once it is, the tickets will be available for sale.
  

  Thank you again for the opportunity to clarify the situation. If there are any additional questions or if I can provide further assistance, please do not hesitate to reach out.
  
  

  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  
  

  Customer Answer

  Date: 02/06/2025

  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 am aware of the FanProtect policy. I believe they are in violation of their in time policy for the reasons I stated in my last response. 
  

  Update: I finally received my tickets. I ordered tickets on the 8th row. The tickets I received are on the 21st row. Any reasonable person would agree that the 21st row is not comparable to the 8th. SHs policy is to provide same or comparable tickets. These tickets are now worth less than half of what I paid for them, because of the failure to deliver, and then delivering incorrect tickets.

  To remedy this situation, I am seeking a full refund the transaction, and I will transfer tickets back to SH. If SH was to offer the right tickets, we would have no time to resell.

   

   

   

   

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

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

• Initial Complaint

  Date:02/01/2025

  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.

  On Jan 29th, I purchased four tickets through stubhub for an event on Jan 31st. An hour and a half before the game, we were notified the seller couldnt provide the tickets and we could select alternative seats. We selected new seats and left our works early. An hour before the event we still didnt have our seats filled so we started chatting with the ** bot trying to get the seats filled. The bot mentioned multiple times we would get into the event. We then paid for parking and walked to the event. We finally were able to start chatting with a real person and they mentioned they were sending us a link to reselect seats. We stood out in the rain 45 minutes waiting for the link that was never sent. We got a call at one point promising the link was being sent. By this point the event was already going for almost 10 minutes when we received an email refunding us and cancelling our order. I called the next morning and was told there was nothing they could do. I asked for parking being reimbursed based on the fact they promised wed get into the event but was told since I didnt buy parking tickets online through Stubhub, I wouldnt be reimbursed. I asked for a voucher and they said it would go against their policy. I asked for a supervisor and was told theyre on the same page as the representative and I wouldnt be able to talk to them. I want parking reimbursed and a voucher from the business. It was an embarrassing waste of time and extremely unprofessional way to conduct business.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ***** ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  We are sorry for the situation reported by *** ***** *******.
  
  Under our guarantee, when a seller cannot fulfill the sale, we provide new tickets (when its possible) or a full refund of the order.
  
  We can confirm that a full refund for *** ***** ********* order has been provided.
  
  We are sorry for the situation, but unfortunately we are unable to provide further compensation, as *** ***** ******* was reimbursed within our terms and conditions.
  
  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: 02/09/2025

  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:

  Your response misses the point of the complaint. While I very much understand the tickets are not owned by stubhub, the actions of its employees and lack of communication very much falls in your domain. Being told a link is being sent shortly for 45 minutes, while in the rain, has nothing to do with the seller. To then suggest, that you are not responsible for parking because I didnt buy it through stubhub, completely misses the fact I was told I would get into the event, by your employee. This is an absolutely embarrassing and greedy way to run a business. Stubhubs 2023 revenue was 9.8 BILLION and yet, asking for a simple voucher from a company valued at 14.5 BILLION last year, is like pulling teeth. My hardship in regards to this claim, comes from being told by a stubhub employee a link to new tickets will be sent shortly, something Stubhub should very much control. If I was told there were no other tickets, I would not have parked and waiting in the rain, outside the event, for 45 mins. My issues related to the service of Stubhub and lack of communication given.

   

   

   

   

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

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

  Customer Answer

  Date: 03/12/2025

  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:

  Good afternoon,
  
   
  
  I apologize for the delay in response. I am reaching out about a claim (ref: ********). I had already filed a complaint and I saw that the complaint was marked as closed. I would like to continue as I found that the response from Stubhub was wholly inaccurate and false. Im not sure the best way to go about this, but this would be my response back:
  
   
  
  As I have stated before, I have read your terms and conditions and understand your fan guarantee. I am concerned that we may not be on the same page in regards to this complaint so I will state it in the most basic, non-complex way I can: My entire issue lies with Stubhub and not the seller at this point. Stubhub has made up facts in order to support their claim compared to mine. You mentioned in the previous email that once it was apparent the seller would not fulfill the order by the expected arrive time, an email was sent to me allowing me to select comparable replacement tickets. THIS NEVER HAPPENED. Go look at the chat logs. You will see I mentioned multiple times I had not received the email. Additionally, you stated I was not satisfied with the replacement tickets that were offered and elected to be refunded instead of replacement tickets. THIS IS ENTIRELY FALSE. I never received an email notifying me to select new seats and I never received an email allowing me to choose between being refunded or getting replacement tickets. You further mentioned that I selected to be refunded, which, dare I mention again, I NEVER DID. You are BLATENTLY making up facts that never happened. Stubhub keeps a chat log (or at least I hope they do). Go back and look and see if an email was ever sent. I cannot believe this is still going on. The absolute unbiased truth of the night has been outlined by me already. I was promised an email link to be sent to me that never happened. Stubhub then unilaterally cancelled my tickets and choose the refund option FOR me. After waiting in the rain for 45 mins in 35 degree weather, my order was cancelled without notice 15 minutes into the game. Until that point, I was still promised a link to tickets would be sent. This is an absolutely disgraceful way to run a business. I have asked for a credit, WHICH I COULD SPEND WITH STUBHUB, not even additional money on top of the refund. Dare I ask to have my parking reimbursed due to YOUR agents statements, I cant imagine the hassle that would incur. The outcome of this claim is absolutely not satisfactory. I do not accept any apology from Stubhub due to their apparent ability to make up facts and say that I did something I did not. I challenge anyone at BBB or Stubhub to actually go look at the chat log from that night (it was attached to my original complaint for ease of finding), and tell me where I was sent a link. Please pinpoint where I accepted a refund vs. a credit. If anyone can find it, I will happily drop this complaint. Until that point (which will never come because it didnt happen), this will continue.  

   

   

   

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

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

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to respond to *** ***** *******`s complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, 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 canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Upon reviewing the order related to this complaint, we see that *** ***** ******* contacted our support team directly through our website. The matter was promptly escalated to the relevant team to review the order and account details. In this case, *** ******* received a full refund as it was not possible to replace the tickets.
  
  We sincerely apologize that *** ********* experience did not meet his expectations. Our agent reached out to *** ******* both by phone and email to assist with any further queries and offer the best possible solution, but there was no response.
  
  We advise *** ******* to contact StubHub directly regarding his case, as the Better Business Bureau is not our official contact. He can reach our team at any time through the *********** by accessing his StubHub account.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  Sincerely,
  ******** *
  StubHub Executive Customer Care

• Initial Complaint

  Date:02/01/2025

  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.

  Bought tickets for 730 pm rodeo. Received tickets for 2:00pm rodeo 50+ other people scammed StubHub blaiming me Stub hub saying they will not refund me even tho they have the protection garuntee. Employee refusing refund. Evidence submitted of confirmation and tickets and employee conversation.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ***** **** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We are sorry for the situation reported by *** ***** ****.
  
  Under our guarantee, if something is wrong with the tickets, it must be reported before the event so we have a chance to correct the problem.
  
  Unfortunately, *** ***** **** only reported an issue after the event took place, and unfortunately she is not entitled to receive a full refund.
  
  However, in accordance with our terms and conditions, we sent a voucher as a courtesy to *** ***** **** worth 25% of the total purchase.
  
  We regret that this resolution did not meet *** ***** ****** expectations, but we can conclude that the case was closed within our terms and conditions.
  
  We thank *** ***** **** for her patience.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:02/01/2025

  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 sent my tickets I listed for sale to the buyer after calling stubhub to ensure it was okay to send them because I did not know I needed to list the tickets as obstructed view I though it was obvious based on the picture. When I found out I was supposed to list obstructed view I contacted stubhub and I told them I didn't know and asked they reach out to the buyer. Stub hub said they would contact the buyer and offer a refund or a 25% discount ( at which point I could relist the tickets if the buyer decided they didnt want them) . I didn't hear back after a few data and it was the day I said I would send the tickets so I called stubhub to ensure that I should go ahead and send the tickets as the buyer did not request 25 percent off or a refund. So I sent the tickets and the buyer accepted them. Three days AFTER the concert stub hub tells me the order is canceled. I call to ask why and they report the buyer said they did not receive the tickets. They then charge me for the tickets. So now not only did they not pay me and they took my tickets they also made me pay for the tickets at the price I listed them. They never returned my tickets and this occurred 3 days after the concert. I sent proof that the tickets were accepted and have spoke to multiple people who say they escalated it and they keep brushing me off and never actually getting back to me I just keep getting told to wait a week. The concert was Dec ***** they said they didn't get the tickets Dec 9. I sent the proof and I'm still here out money and the tickets. Please help.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to ***************** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We can confirm to ***************** that we provided an update on her case today, and an email was sent with information and guidance.
  
  We thank ***************** for her patience while we reviewed her problem.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/31/25- I purchased 6 tickets to see a concert in *************, ******* on June 20, 2025. During the process I was informed service fees would be $*****. It wasnt stated that this was PER TICKET and I thought it was total on 6 tickets. I would never pay $***** fee on a $90 ticket. With the clock running out to make the purchase I hit the buy button. When I saw the order total I knew something was wrong. They charged me $***** service fees turned per ticket price! I immediately found a customer service number for ********************** and called. I explained that I was mislead regarding the service fees and I wanted to cancel the order. The *** said I cannot cancel the order. I said they are dishonest in how they portray the fees. He said I was given an option of seeing the ticket price both with and without the fees. That is NOT an option that was presented to me and I told him so. He still insisted I cannot cancel the order. Im so infuriated and I feel like I was tricked into paying this exorbitant fee. The concert isnt until June 20 and I called literally minutes after realizing Id been had. I will never use Stub Hub again and I will tell everyone I know about their dishonest practices. I believe Stub Hub should refund the service fees except for the amount of ***** which is what I was led to believe was the total service fees for 6 tickets. Refund should be $207.28.Order #*********

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ******* ****** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at www.stubhub.com/legal?section=ua
  
  The following is stated in the policies which they 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. 
  
  It is stated in the policies which they agreed to at the time of their purchase that all sales on StubHub are final. They are not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay their seller for the transaction. They agreed to the total cost of their order, including the cost of fees, prior to completing their purchase. As such, they are not entitled to receive a refund for any portion of their order, including for the cost of fees which they agreed to pay. 
  
  We can confirm that all of our buyers as well as sellers have access to the transaction breakdown before completing a purchase or sale. This way, *** ******* ****** was aware of the fees for his purchase before proceeding with the checkout.
  
  Our fees are important to maintain the excellent work on our website and its maintenance.
  
  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: 02/04/2025

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

  During the purchasing process I was, in fact, shown I would be charged fees of $41.45. I was not told it was $41.45 per ticket. I figured it was about $7 each since I was buying 6 tickets. Of course, there is literally a countdown clock showing during the entire purchase process and I was nearing the 0:00 **** when I hit the buy button. I would never have intentionally agreed to pay a 46% fee on top of each ticket price. That is obscene. Anyone would agree the way the fees are portrayed during the process is intentionally deceptive and dishonest. Stub Hub also knows this is dishonest but they apparently get away with it so they continue to mislead customers this way. I cant convey how angry this practice has made me. I dont have a lot of money to spend on entertainment like this and now Ive been tricked into paying about $200 more than I expected. I cant believe Stub Hub can get away with such dishonesty. I know I will never use them again to purchase anything. Of course they point to the fact that customers must agree to their terms before purchasing, but there must be some degree of trust every time one deals on the internet. Stub Hub cant be trusted to deal fairly. The response by them is basically We tricked you but we covered our butts first, so tough.  

   

   

   

   

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

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

  Business Response

  Date: 02/05/2025

  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 ********************************
  
  Thank you for providing us the opportunity to address the concerns raised in this matter.
  

  As outlined in the policies agreed to by *** ******* ****** when accessing the StubHub platform, we may charge Service Fees for selling and/or buying tickets, as well as for delivery or fulfillment. These fees can vary depending on the event type, ticket type, and location. We also retain the right, at our discretion, to modify these fees, even after tickets are listed.Any applicable Service Fees, including taxes, are clearly disclosed prior to listing or purchasing tickets.
  

  Additionally, as stated in our policies, all sales on StubHub are final. *** ****** agreed to the total cost of his order, including the applicable fees, before completing his purchase. Therefore, he is not eligible for a refund for the order referenced in this complaint, as we are obligated to compensate the seller for the transaction.
  

  We also confirm that both buyers and sellers have access to a complete breakdown of the transaction before completing any purchase or sale,which ensures full transparency. *** ****** was fully aware of the fees for his purchase before proceeding with checkout.
  

  Our Service Fees are necessary to support the continued improvement and maintenance of our platform, ensuring a high-quality experience for all users.
  

  Thank you again for allowing us to clarify these policies.Please do not hesitate to contact us should you require further information.
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  
  

  Customer Answer

  Date: 02/05/2025

  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 stand by my statement that the fees, when presented during the process, did not indicate that they were added to each ticket purchased. This is intentionally misleading. Who would knowingly pay a 46% fee on each ticket purchased? Shame on me for apparently not noticing $248 in fees being added AT THE END of the process. That is on me as I hurried to beat the countdown clock that is shown for just that purpose; to rush the customer. I understand ********************** charges a fee on these tickets but $41.45 on a $90 ticket is obscene. I got taken by Stub Hub and they just say I agreed to their terms and conditions. Yeah, like most I clicked yes on that without reading it. But Im not even bothered by a no refund policy if I wasnt tricked into a 46% fee on each ticket. I believe the purchase process is intentionally misleading and thats not going to change. I realize I have no legal recourse because I hit the buy button without noticing that $248.70 in fees was added to the cost, and not the $41.45 that was stated in the middle of the purchase. Im retired and $207 matters to me. I absolutely would not have paid $248.70 in fees had I realized thats how much it was. This stings, and I will avoid Stub Hub forever. 

   

   

   

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

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

• Initial Complaint

  Date:01/31/2025

  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 bought tickets for a game. I needed to cancel. They do not allow that, which is a problem. However, they give you the option of reselling tickets. The website does not tell you the amount they will charge for a fee. Fifty (50) dollars. When you try to resell the tickets, they will not allow you to sell them by the price they sold it to you. I lost 77 dollars in this fraudulent transaction. I want my money back

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** **** ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We are sorry for the situation reported by *** **** *******.
  
  We can confirm that StubHub does not have any influence on the prices set for tickets to be sold.
  
  The values are placed directly by the seller, and *** **** ******* has access to know the final value he will receive from his sale, after fees.
  
  Therefore, we regret to inform, but it will not be possible to make payment in the amount requested by *** **** *******.
  
  Payment will be made at the amount put up for sale of the tickets, and *** **** ******* will be paid in accordance with our terms and conditions.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 02/04/2025

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

  [Your Answer Here]  it is not true that customers can decide their price    The program (site) will not let you chose a price   Do not let this company get away worth this    Please  see all the complaints on line about this company   

   

   

   

   

  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 *** **** ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We are sorry for the situation reported by *** **** *******.
  
  We can confirm that StubHub does not have any influence on the prices set for tickets to be sold.
  
  The values are placed directly by the seller, and *** **** ******* has access to know the final value he will receive from his sale, after fees.
  
  Therefore, we regret to inform, but it will not be possible to make payment in the amount requested by *** **** *******.
  
  Payment will be made at the amount put up for sale of the tickets, and *** **** ******* will be paid in accordance with our terms and conditions.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ****** *.
  StubHub ***********************

• Initial Complaint

  Date:01/31/2025

  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.

  My girlfriend ordered me tickets for the royal rumble at ********************** in ************ on Feb 1st. The original amount that we paid was *******. The replacement tickets that were offered to us were all worse. I selected the tickets expecting be to reimbursed the difference, and I was not. the tickets that we got are 2 whole sections (in a football stadium) higher. On there website it says they will give you comparable or better tickets. We were not offered that at all. Instead we were told that they could not help us and that we are just out the 600 dollars. The seats we got, we could purchase two tickets in the same row for 570 total. I dont understand how, as a business you guys can just essentially steal money from people.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ***** ***** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at www.stubhub.com/legal?section=ua
  
  At this time we are not able to provide much information as *** ***** ***** is not the account holder.
  
  We kindly ask *** ***** ***** to provide the account holder's information, so that for security reasons we can authenticate the account.
  
  We may also inform *** ***** ***** that he or the account holder may contact our help center for assistance.
  
  Once we have this information, we will be able to assist.
  
  We thank *** ***** ***** for his patience and help.
  
  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: 02/08/2025

  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]

  The account holders name is **** ****

  email used to purchase the tickets was *******************************

  phone number is ************. She used a discover card ending in 7085. Any other info you need? 
  

  i called the help center multiple times and was told the same thing each time I called. you said it yourself, we should get comparable or better tickets. Our original tickets were in section 211 and the new tickets we got were in section 549. How tell me how that is comparable?

   

   

   

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

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

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ******** ***** complaint, 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. 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. 
  
  We would like to thank *** ***** ***** for verifying the account holder's details associated with this complaint.
  
  Upon reviewing our records, we confirm that despite our best efforts, the seller did not fulfill the order associated with this complaint.. As a result, StubHub took immediate action and provided the account holder with a link to select comparable replacement tickets in accordance with our FanProtect Guarantee.
  
  When the account holder contacted our customer service regarding this issue, we reaffirmed our policy and guarantee that a link to replacement tickets would be sent. The link was then created and sent to the buyer, who selected new tickets.
  
  At that time, *** **** ****, the account holder, had the option to choose either replacement tickets or a full refund. She opted for replacement tickets. After selecting the new tickets, she contacted our help center again, requesting a refund or compensation because the replacement tickets did not have the same details as the original ones.
  
  While we sincerely apologize for any inconvenience *** **** **** *** have experienced, once replacement tickets have been selected and delivered, we regret to inform *** ***** ***** that we are unable to process a refund or provide additional compensation for this order.
  
  We would also like to clarify that the replacement tickets were successfully delivered, and no issues were reported by the account holder after the reorder.
  
  For future reference, if the account holder is not satisfied with the replacement options provided, we recommend selecting the refund option instead.
  
  If the account holder requires any additional information or clarification, we kindly encourage them to contact our help center directly.
  
  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: 02/18/2025

  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]

  As you said, the replacement tickets provided should be comparable, also in your customer guarantee it also says that the tickets will be comparable or better. These tickets were WORSE for the same amount of money. I would have been okay if they were a few rows worse but they were 2 sections higher. SECTIONS not rows. When we looked at how much those tickets were priced at they were almost 600 dollars cheaper. So where did the other 600 dollars go? You guys have said multiple times the tickets will be COMPARABLE OR BETTER these were not and they were the same price. I will not contact your customer care team because they are no help

   

   

   

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

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

• Initial Complaint

  Date:01/31/2025

  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 purchased tickets to the Hornets game on Jan 31, 2025. I didn't receive my parking pass in timely manner in order to go to the game. I CALLED ******** service twice was giving the run around about my ticket was ready at 3 which I purchased it at 5pm. First ******** service keep asking irrelevant questions. Second ******** rep refused to transfer me a manager after I ask 10 times. Very unprofessional and unhelpful

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to *** ******** ******* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We are sorry for the situation reported by *** ******** *******.
  
  After verifying the case, we identified that the e-ticket with the parking pass was provided correctly and before Ms. ******** ******* attended the event.
  
  Our mission is to ensure that our buyers receive tickets/parking passes in time to attend events.
  
  Therefore, we are sorry, but unfortunately it will not be possible to provide a refund to *** ******** *******, as the parking pass order was correctly fulfilled in accordance with our terms and conditions.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:01/31/2025

  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 May 7th, 2024 I purchased 3 tickets to ******** at the ******* in ************* for a matinee show on December 7th, 2024 from StubHub. On November 30th, 2024, I received an email saying that the show had been "postponed or cancelled" and they would reach out soon with more information. Of course they never did. I called a number of times and got no information. I finally reached out to the Orpheum and they told me the matinee show that day was a buy-out and there were never any public tickets available. They provided me with email documentation of this (twice, because StubHub didn't like the first email), which I have submitted to StubHub. No one on the customer service team will provide any help whatsoever. I have spent hours and hours on the phone with them. Sometimes they tell me my complaint is valid and they have 'escalated' it with their internal team and will get back to me. They never do. Sometimes they tell me they don't believe the email I sent from the Orpheum (SF Broadway) and I need to have social media posting proof. I have tried and the Orpheum has tried to find a social media post - but why would they post about a show that was never public? Sometime they say that the show is marked as postponed and there's nothing they can do. I have zero faith they will ever refund me. Its impossible to speak to anyone who can help. They refuse to ever transfer me to the 'internal department' in charge of approving that the show is truly cancelled. Please help! This is a lot of money to pay for fictional tickets.

  Business Response

  Date: 02/04/2025

  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 ********************************
  
  Unfortunately we do not have much information about the cancellation of this event. We can confirm to *** ****** ***** that the email sent as proof of correspondence with the venue does not contain sufficient information that the event has been cancelled. Complete event information must be in accordance with the email sent. 
  
  Unfortunately, the email we received from *** ****** ***** is an email containing generic information.
  
  At this time, we need *** ****** ***** to help us and provide us with more information and evidence of its cancellation.
  
  If *** ****** ***** needs further assistance, we will be available to help.
  
  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: 02/04/2025

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

  They continue to claim that I don't have sufficient evidence.  They are completing ignoring the facts that there were no publically available tickets for this show, although for some reason they posted them and I purchased them.  There is no "official notice" of the cancellation because there was no cancellation, it was NEVER A REAL SHOW for the public.  They have effectively stolen $1,351.24 from me.  I spoke with the venue twice and they sent me two very clear emails which I have provided to both StubHub and BBB.  These should be more than enough.

   

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  I am responding on behalf of the ********************************** at ********************** regarding complaint/file number ******** filed by ****** *****.
  
  
  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 see that *** ***** has an open chargeback on his order, which must either be dropped by her or resolved in StubHubs favor. Once this has been done and proof of such has been provided to StubHub, this issue can be reviewed further. (If they are entitled to be refunded say they can be refunded after the chargeback is dropped)
  
  Thank you for the opportunity to provide specific information regarding this issue.Please contact me if I can be of further assistance.
  
  Sincerely,
  
  
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 02/06/2025

  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 need written confirmation from StubHub that I will receive 120% refund before dropping chargeback.  I was left with no choice after the unacceptable and delusional response to my original complaint.

   

   

   

   

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

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

• Initial Complaint

  Date:01/31/2025

  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 tried to sell 2 tickets on StubHub. During this process, I changed the sale listings and edited the prices of tickets. However, instead of updating the price, the platform create 3 separate listings ;Listing No. ********** for $44.00 Price per ticket. Listing No. ********** for $57.00 Price per ticket Listing No. ********** for $79.00 Price per ticket Only one listing for $79 each ticket should have been active but instead of that the platform created 3 listings instead. Then the tickets got sold against these listings. I called 3 times to report this issue on 1/31/2025 but they did not help. I am not willing to pay $180 (total) for their confusing platform

  Business Response

  Date: 02/05/2025

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

  
  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 tickets to his buyer as listed. *** ***** ****** listed 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 (he did not deliver the tickets) and he was held liable for 100% of the costs we incurred per the seller's 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 or reduced. 
  
  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: 02/05/2025

  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 dont agree with your response. I had told called your customer service and told them in time that the duplicate listings got created by your system while I was trying to update the price. They agreed to take care of the issue but they didnt. This is disappointing!

   

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  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 reviewing ***************** complaint, I can see that the charge he received for the sale referenced in this complaint was a valid charge placed in line with the policies which *** ***** ****** agreed to at the time of his purchase. This sale was cancelled because *** ***** ****** did not have tickets to provide to her buyer. The charge received by *** ****** ***** is valid and will not be waived or reduced. 
  
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care