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:01/12/2025

  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 concert tickets on Stubhub's website on Dec. 26, 2024 and immediately chatted with their ** chatbot about strange price discrepancies after the purchase. When I bought the tickets, there was an approx. $150 "fee" for Stubhub. The final price I was given in the checkout/sale confirmation was USD $498.45. When I got the receipt it was written in Canadian dollars, and the amount didn't add up to the same USD when converting it. Then when I checked my bank account, they took $504.10 out. The problem isn't necessarily that about $5 off, it's that they charge an INSANE fee, and then change the cost after the sale even though it wasn't the exact price given. Very shady. It makes me feel like they know they can add an extra few dollars to every transaction and no one will notice.The chatbot said it would forward the info and someone would be in contact with us soon. I waited over a week and contacted the ** chatbot again and got nowhere. I chatted with a human, Dayana, and she said she would forward my issue on to a different department and that I would hear back soon. That was on January 2nd, and it's now the 12th. I still have not heard anything.They have some shady business practices that although not huge amounts, it adds up and is ultimately fraudulent. It seems like they just don't reply in hopes that the issues are forgotten.

  Business Response

  Date: 01/13/2025

  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 website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyersnotes, 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 *******************************************

  
  After reviewing the case, a credit has been issued to *** ******* account in the form of a coupon. The credit is now available for use immediately!

  
  To redeem her credit:

  
  1. Simply log in to her StubHub account.
  2. Browse for the event or tickets shes interested in.
  3. At checkout, the credit will automatically apply to her purchase.

  
  This coupon is valid for any future purchase on StubHub, and she can use it as many times as she'd like until the full amount is used.
  
  Best regards,
  ****** *.
  Specialist ***********************
  **********************

  Customer Answer

  Date: 01/13/2025

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

  It seems like they didn't even read my original message. They gave me a credit to use on their site which, although kind, does not resolve my issue or put my concerns at ease. I am worried because the price I was given on my checkout confirmation was less than what they took out of my bank account. It feels very scammy and makes me nervous that they are not a legit site, and that they are taking a little extra money off the top of sales hoping no one will notice. It would be nice to know why they charged more after the sale.

   

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

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

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to ******************************** BBB case #********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  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 ********************************
  
  The following is stated in the policies which **************************** 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.

  Thank you for giving us the opportunity to clarify StubHubs policies. Please let me know if I can assist further.
  
  ******* **
  StubHub Executive Customer Care

  Customer Answer

  Date: 01/14/2025

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

  You are still giving me boiler-plate answers. You have still not addressed MY specific concern. Where did that final $5 come from? Again it is not that $5 is a lot, it's that you gave a price at the checkout confirmation **** and it was not honored! The checkout **** said we would be charged $498.45, and you actually took $504.10 out of our bank account. So according to YOUR response, I should know exactly what each fee is and I don't. I'm just asking for an explanation because it feels like by dodging my question repeatedly, you are trying to hide fraudulent activity.

  You charged us an additional fee AFTER  checkout without disclosing it. End of story.

   

   

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

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

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yeah, I recently bought tickets from StubHub online. They charge my credit card three weeks before the event I was told I would be receiving my tickets in the email as the event got closer. I inquired they told me I would be receiving the tickets two hours before the event well two hours before the event, I was standing in front of the stadium, and I received an email that the reseller was unable to fulfill the order and that I would not be getting tickets and they would be refunding the amount to my credit card Unfortunately I wasnt able to buy tickets because tickets were 3 1/2 times more than what I bought them for it turns out the tickets that I bought were re-sold online for 3 1/2 times what I paid for them so StubHub took my ticket took my money held my tickets then re-sold my tickets for three times what I paid and then refunded me the original amount it sounds pretty fraudulent. It sounds like a horrible business practice to me. Its happening every day to hundreds of people. Please help me stop them. They ruined my vacation. They ruined my evening. I was separated from my family and I had to walk an hour to a hotel and wait for them after the game.

  Business Response

  Date: 01/13/2025

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

  We would like to take this opportunity to sincerely apologize for the inconvenience caused to *** ****** *******. We understand how important these events are, and we greatly value our fans. At StubHub, we take pride in making the ticket purchasing experience on our platform as seamless as possible.

  After thoroughly reviewing the case notes for this transaction, we have decided to provide *** ******* with a 20% voucher, which has been applied to his account as a gesture of goodwill for the inconvenience caused.

  Thank you for giving us the opportunity to clarify StubHubs policies. Please let me know if I can assist further.

  ******* **
  StubHub Executive Customer Care

  
  

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold (1) ticket on Stubhub for the ****** ***** Era tour on Oct 4, 2024. I had transferred the ticket to Stubhub where the buyer would accept the ticket as instructed by Stubhub. I was then notified that the buyer did not accept the ticket which was fine as it was said that buyers sometimes accept them last minute. Ticketmaster then put a 72-hour transfer hold on ****** ***** Tickets in which only allowed ticket transfer 72-hours before the event. When this window opened, I re-transferred the ticket to the buyer's email as instructed by Stubhub on Dec 6, 2024. On the same day, I had a Ticketmaster notification confirming the acceptance of the ticket. I then contacted Stubhub to ensure there wasn't anything else I needed to do on my part. They said everything was fine and nothing was needed on my part and that I'd get pad 8 business days after the event. I then got several emails from Stubhub indicating that I needed to transfer the ticket. Confused, I contacted Stubhub again regarding these emails, they said I could ignore them and that as long as I provided the confirmation of transfer, nothing else was needed and that I just needed to wait 8 days to get paid. On Dec 12, 2024, my credit card was charged $848.82. I've been back and forth with Stubhub **************** getting nowhere since then. On Dec 20, 2024, Stubhub sent me an email advising of extended response times due to the holidays and that a resolution for my dispute would be done early January. Approaching mid-January now, I still have not received any resolution and customer service is merely telling me to continue to wait. I am being strung along with empty promises even though I had gone out of my way to ensure everything I did was right, that there was nothing else I needed to do and Stubhub ensured me everything would be fine and that I would get paid. Now I am out $848.82 and still have not gotten paid for the ticket I sold.

  Business Response

  Date: 01/11/2025

  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.
  
  Following my review of the complaint submitted by ******** payment was processed for the order referenced in her complaint on 1/11/2025 and charges were reversed. The payment will be issued to the default payment method on file and may take 10 business days to process, depending on ****************** institution.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely, 
  ***** **
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 01/18/2025

  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. I have received a notification of a processed payout and am now awaiting for it to be reflected in my chosen payout method. Contingent on a successful delivery of payment, the matter will be assumed resolved. 
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/10/2025

  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 bought (4) tickets to a ****** ***** concert through StubHub (SH) for $39,341 (total, including fees; price per ticket was $7,284 without fees). Day of, tickets were not released and no longer available. I was in contact with SH many times and was assured that we would be able to access our tickets up until the very last moment when I was provided with (2) options - full refund or "comparable or better tickets" per their FanProtect Guarantee. With (2) panicked tweens and the concert starting any moment, I thought the safer option was to accept comparable or better tickets. The process to receive the replacement tickets was incredibly disorganized between inconsistent and limited ticket info and SH customer service having bare minimal knowledge. Regardless, we moved forward with what I thought was a doable replacement option. Come to find out, the replacement tickets provided were on sale on SH for less than half the price I paid for the original tickets ($3,238 each or $17,894 total with fees) moments before they were transferred to me. I have screenshots to verify all info and have already shared with SH customer service. In addition to the replacement ticket debacle, the experience as a whole was significantly diminished because of how SH handled.Following the concert, I spent hours on the phone with SH customer service advocating for a refund of $21K - this is the difference in my original tickets and the tickets they provided. The only concession received was a 25% credit of the original amount because the replacement tickets had an additional VIP component that we did not receive (it was mailed to recipients before the concert). Given that I have no intention of ever using SH again, this is not a reasonable solution. I now understand why SH is known as a scammer - they never intended to honor their FanProtect Guarantee and have essentially stolen the difference in funds of the original tickets versus the tickets provided.

  Business Response

  Date: 01/12/2025

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

  We would like to take this opportunity to sincerely apologize to *** ******** ******** for the inconvenience caused. We understand how frustrating this situation may be, and we truly value our fans for using our platform. Our goal is always to make purchasing tickets as seamless as possible.

  
  After further review, we were unable to locate ********************** transaction under the provided email or phone number. Could you kindly advise *** ******** to provide us with the order ID number so that we can address this matter promptly?

  Thank you for giving us the opportunity to clarify StubHubs policies. Please let me know if I can assist further.

  ******* *.
  StubHub Executive Customer Care
  

  
  

  Customer Answer

  Date: 01/13/2025

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

  [Your Answer Here]

  Thank you for your reply.  This is in regards to order #: 546802112, associated account email is **********************************. 

  We understand that StubHub is a third party vendor and the complexities that arise with that type of business model.  Our main issue is we paid a total of $39,341 for the original tickets.  The seller of those tickets did not receive that payment as they did not release the tickets properly.  We were then provided "comparable or better tickets" that we soon realized were for sale on StubHub's website moments before they were provided to us for a total of $17,894.  Again, we have screenshots verifying this information.  In no way, were the tickets "comparable or better" as per their FanProtect Guarantee, yet StubHub kept our full payment of $39,341.  We have explained this many times to StubHub directly and requested a refund of $21,447 (difference between the price paid and the tickets provided).  StubHub is unwilling to recognize that they are unjustly withholding the additional funds, which is why we are involving the BBB.

   

   

   

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

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

  Business Response

  Date: 01/13/2025

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

  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************

  The following is stated in the policies which ******** ******** agreed to at the time of their purchase: If you receive tickets that are not comparable to or better than the ones you ordered, notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these  policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors. 

  In reviewing this complaint, I can see that *** ******** ******** was sent comparable replacement options in accordance with the policies which she agreed to at the time of her purchase on March 5, 2024. *** ******** ******** selected replacement tickets from the options which were provided to her within that link. A new order was created when *** ******** ******** selected replacement tickets, and that order is valid. It is stated in the policies which *** ******** ******** agreed at the time of her purchase that all sales on StubHub are final. *** ******** ******** is not entitled to receive a refund for their purchase as she elected to receive replacement tickets instead of being refunded for her order.

  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: 01/14/2025

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

  [Your Answer Here]

  I appreciate the response - this is by and far more than anything received through StubHub's customer service team.  Unfortunately, it took submitting a formal complaint with BBB to receive a response that wasn't read from an approved list of scripted responses. 

  I understand that the replacement tickets were accepted and have since learned the hard ****** that accepting a full refund should have been the only reasonable option in this situation.  I made the choice to accept the replacement tickets based on a perceived notion that StubHub had more information than I did on the replacement tickets offered and that they would stand by their FanProtect Guarantee - comparable or better tickets.  Not to mention and as previously stated, we were at the venue working through this incredibly difficult situation and the concert was officially starting.  We had no alternative options for one of the most popular concerts in history and I feared that we would not be able to attend at all if I did not accept the replacement tickets.

  That said, it is clear that the replacement tickets were not comparable or better.  There were many elements of the original tickets that were not available with the replacement tickets, mostly notably: exclusive access to the 72 Club which included premium viewing and all-inclusive food and beverage (including alcohol), complimentary in-seat service, VIP express lane entrance and exit, luxury seating (more legroom and wider seats).  If StubHub was unable to provide comparable or better tickets as their FanProtect Guarantee proudly states, then replacement tickets should not have been provided as an option.  For these reasons, we are requesting a refund of $21,447, which is the difference in what was paid for the original tickets ($39,341) and the replacement tickets provided ($17,894, as priced on StubHub's website).

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

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

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket for Z100's Jingle ball on December 13th, 2024 day of the event with a voucher on Stuhub (not the first time they have fallen short). Not only did the ticket come extremely delayed, it did not work at the door. Security and the ticket manager said it was not a valid ticket. I had to buy another one for hundreds of dollars at the box office to be let in. The ticket from Stubhub never worked and I pay $695 for it. I called Stubhub customer service right after I was told it was invalid by the venue and the agent said it would be escalated after I provided. screenshots with proof and I would receive an email where I could choose a refund. I checked the next day and still never got an email, I called back and the new customer service agent told me she couldn't do anything. What??? My $700 ticket I purchased was invalid and didn't work and she said since I didn't call the night before (which I did!!!) I can't get a refund. She said she'd rescalate it and now it's January 10th, 2024 and still no refund/voucher back. I demand my money back.

  Business Response

  Date: 01/11/2025

  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 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, a voucher has been credited back to ********** in accordance with the policies which *** ******* agreed to at the time of her purchase. I apologize for her experience, and for any delay in resolving this issue. *** ******** voucher has been placed on her account and is ready for immediate use.
  
  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: 01/12/2025

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

• Initial Complaint

  Date:01/10/2025

  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.

  My account was fraudulently accessed by someone who was not me. I sold tickets a few days before for an event taking place on October 26th, 2024. 2 weeks later however, I was unable to login to by Stubhub account. I reported this as soon as I realized I couldn't log in and saw what happened. Someone had created a a fake email using my name, pretending to be me *********************** and was able to change the payout method to their ****** and steal my total payout of $6,000 USD and process it to their account. I called immediately after a **** *** of phone calls, I was promised a resolution and that it would be under investigation and I would receive the payout I earned and deserved to my correct ****** and payout account ************************ 2 months go by, I have received no emails or information. I contacted again December 2024. Escalated again. Now it is January and still no resolution. They have locked my account with no word. The tickets I was selling were also bought from their website originally for approx. ***** usd. The order number I provided is for one of the payouts that were stolen. Next step will be a lawyer. This is unacceptable.

  Business Response

  Date: 01/12/2025

  Thank you for the opportunity to respond to ***************************************** 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 would like to take this opportunity to sincerely apologize to *** **** ****** for the inconvenience caused. At StubHub, we take security and privacy very seriously and are committed to ensuring everyones safety.
  After further review of *** ******* transaction, it appears that we have escalated this matter to our fraud department. They are actively investigating the issue and have communicated the details to *** ****** via email.
  Please advise *** ****** to monitor her email for updates on the resolution.

  Thank you for giving us the opportunity to clarify StubHubs policies. Please let me know if I can assist further.

  ******* **
  StubHub Executive Customer Care

  
  

  Customer Answer

  Date: 01/12/2025

  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:

  In your response, you continue to lie and deceive. I have not received any email from Stubhub stating any details regarding this situation. This is infuriating. I will be sending in a Notice of dispute and a form of legal documents to your company within the next 14 days if this is not resolved.

   

   

   

   

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

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

  Business Response

  Date: 01/13/2025

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

  We would like to take this opportunity to sincerely apologize for the inconvenience caused to *** **** ******. We understand how crucial it is for our sellers to receive timely payments for their transactions, and we deeply regret the frustration this situation has caused. At StubHub, we highly value our sellers and strive to provide a seamless experience on our platform.

  After reviewing *** ******* case, we can confirm that the issue has been escalated to the appropriate team, and they are actively working on a resolution. We acknowledge the delay in addressing this matter and appreciate *** ******* patience as we navigate the complexities involved.

  We are committed to resolving this issue as quickly and thoroughly as possible. *** ****** will be updated directly via email once the investigation is complete and a resolution has been reached. In the meantime, if there are any further questions or concerns, we encourage *** ****** to reach out for assistance.

  Once again, we sincerely apologize for the inconvenience and appreciate *** ******* understanding as we work to address this matter.

  ******* **
  StubHub Executive Customer Care

  
  

• Initial Complaint

  Date:01/10/2025

  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 11/19/24, I purchased tickets from Stubhub for $878.76 to the ***************** ************* of Texas basketball game on 1/7/25. The tickets were advertised as being in the 3rd Row of Section 120, located behind the Auburn bench in the ************* section. This was a premium location, and I paid accordingly to have a close-up view of the game.When I arrived at the venue, I discovered that my seats were actually 12 rows back, separated further by a concrete knee wall. Stubhubs venue map misleadingly showed Section *********************************************************************************** the "3rd Row of Section." The actual third row was in what appeared to be the student section, nowhere near where I was seated. The misrepresentation was disappointing, but I decided to enjoy the game and my bride's company and address the issue afterward.The next day was a travel day so on the following day, I contacted Stubhub expecting them to resolve this clear misrepresentation. The first ***** insisted nothing could be done because the event had passed. After escalating the issue, a second ***** repeated the same policy, adding that I should have called immediately which was moments before tipoffa suggestion that would have required me to miss part of the event to address their error.I pointed out that similar misleading listings were still active for future events in the same section. Despite proving the issue, Stubhub refused to provide a refund, discount, or any acknowledgment of their mistake. Their unwillingness to resolve this dispute demonstrates a lack of accountability and respect for their customers.This experience has completely eroded my trust in Stubhub. I caution others to avoid this platform if they value transparency and expect businesses to honor their commitments.

  Business Response

  Date: 01/12/2025

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

  We would like to take this opportunity to sincerely apologize to ****************** for the inconvenience caused. We understand how important live events are, as well as the quality of seating.

  
  After further investigation, it has been confirmed that the seller fulfilled the order correctly and delivered the Section 120, Row C tickets as promised. Therefore, no refund will be processed.

  
  However, as a gesture of goodwill for *** ****** poor experience, we have provided a 20% voucher credited to his account. We hope this demonstrates our commitment to ensuring customer satisfaction.

  
  Once again, we deeply apologize for any inconvenience caused and appreciate *** ****** understanding.

  Sincerely,

  ******* **

  StubHub Executive Customer Care

   

  
  

• Initial Complaint

  Date:01/10/2025

  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 arrived to the venue for a concert and my ticket didnt work as it turned out Id been dishonestly sold a ticket for the wrong date. I contact Stubhub and they said because the event had already started, I couldnt have a refund, only 25% off a future purchase. So theyre penalising me for arriving after the event started?! It makes no sense! Im so disappointed, Ive been scammed and am receiving no refund even though they give a buyers guarantee.

  Business Response

  Date: 01/11/2025

  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 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, a full refund has been processed in accordance with the policies which ********** agreed to at the time of her purchase. I apologize for her experience, and for any delay in resolving this issue. *** ******* will receive this refund within 7 days of todays date.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,  
  
  Sincerely,  
  ***** **
  StubHub Executive Customer Care
  

• Initial Complaint

  Date:01/10/2025

  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 sold my tickets on stubhub On Nov 14, 2024 and they said they paid the money to may bank on Nov 20, 2024. The payment of $4050 was supposed to be made to my account but not its Jan 10, 2025 and I have not received it. I called my bank and confirmed and they said they have not received anything.I have called StubHub multiple times and they keep saying contact your bank. I asked them maybe the money got sent to the wrong account number and if they can confirm the account number they sent it to, but they refuse to tell me what account number it is, I cant even access it online on my stubhub account. There must be someone on their end who can confirm what account number it was sent to thats all I want to know.

  Business Response

  Date: 01/12/2025

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

  We would like to take this opportunity to sincerely apologize to *** ******** **** for any inconvenience caused. We understand how critical payments are in these situations.

  After further review, it appears that the payment to *** ******** **** has been processed successfully. However, we are currently escalating this matter to the relevant team for further investigation. We kindly request that *** ******** **** monitor his email for updates regarding the resolution.

  Thank you for allowing us the opportunity to clarify StubHubs policies. Please let me know if there is anything further I can assist with.

  ******* **
  StubHub Executive Customer Care

  
  

• Initial Complaint

  Date:01/10/2025

  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 for the ****** ****** concert in ********* on April 3, from StubHub a US company. These tickets were listed by StubHub as immediate download tickets, that would permit me to instantly download them, and gift it to someone.However, after purchase, the tickets displayed as not yet uploaded by seller, and estimated upload time was April 3. After going into contact with StubHub support, they weren't able to provide the tickets until well after the date I needed it - despite StubHub promising an immediate download.I requested a refund, but StubHub has refused, denied and otherwise objected to issuing a refund. The tickets have been uploaded now, but it is useless since it wasn't there when needed and, when committed to be downloaded.

  Business Response

  Date: 01/11/2025

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