BBB Business Review

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This business is not BBB accredited.

StubHub.com

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Phone: (866) 788-2482 199 Fremont St Fl 3, San Francisco, CA 94105 http://www.StubHub.com


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Description

This firm is an online ticket marketplace, where fans buy or sell sports, concert, theater, and event tickets. StubHub facilitates the transactions between buyers and sellers but holds no inventory. Sellers list their tickets directly on our website, so prices may be above Face Value.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for StubHub.com include:

  • Length of time business has been operating
  • Response to 441 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

441 complaints closed with BBB in last 3 years | 191 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 109
Billing/Collection Issues 39
Delivery Issues 20
Guarantee/Warranty Issues 21
Problems with Product/Service 252
Total Closed Complaints 441

Additional Complaint Information

BBB's business review for StubHub was created in March 2002. A review of this company's complaints was done in January 2015. Complaints concern consumers (sellers) stating they sold their tickets only to be charged back for them with little to no notice that it was going to happen. Some consumers (sellers) state they weren't informed why the sale was canceled.

StubHub responded to the above concerns from the BBB by providing the following:

StubHub is an online 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 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 those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. 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 StubHub User Agreement.

Our User Agreement and our Seller Policies may be found at: www.stubhub.com/user_agreement and www.stubhub.com/seller-policies.

We rely on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy and sell tickets. As such, we need sellers to follow a few rules, as noted in our User Agreement, to make sure our marketplace continues to thrive. As noted previously, by using our website, sellers agree to the terms of our User Agreement. Our User Agreement and, more specifically, the Seller Policies section of our User Agreement clearly note our policies for sellers to follow when using our site, including things they are not allowed to list, rules for listing tickets, and consequences, including potential charges, if they violate the terms of our User Agreement.

For example, as noted in our Seller Policies section, some of the things sellers are not allowed to list on our site include the following:

'Paperless tickets', 'flash seats', and 'will call only' tickets
Listings without event access, i.e., non-event ticket items (Sellers may only list non-event ticket items as an add-on to an event ticket listing or as otherwise approved by StubHub. Parking passes may only be sold on their own as part of a 'PARKING ONLY' event listing created by StubHub.)
Tickets for non-consecutive seats unless they are piggyback seats
Speculative tickets (tickets that are listed for sale or sold before the seller actually owns the tickets)
Stolen property

Also, providing accurate section, row, and seat information about their tickets and delivering tickets by the date listed are requirements for sellers using our site. If any of the information in a seller's ticket listing doesn't accurately reflect the actual tickets delivered to the buyer, a seller may not get paid, may incur fees for us finding replacement tickets for the buyer or otherwise compensating the buyer if the order is cancelled, or the seller may be subject to other consequences depending on the violation as outlined in our User Agreement.

We want to make sure our buyers get the tickets they purchased in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences.

Here's a list of reasons sellers may incur fees or other penalties:

Seller was unable to deliver their tickets to the a buyer within their selected delivery window
Seller does not have the tickets listed
Seller delivered tickets that didn't match the tickets they listed
Buyer was denied entry into the event because the tickets were invalid or duplicates
Seller uploaded invalid PDF files (created their own PDF file from scans, copies or photos)
Seller selected the wrong delivery method
Seller listed or sold tickets or items that are not allowed

Per Section 5 of our User Agreement, StubHub may investigate suspected violations of our Agreement or other improper conduct on the site and sellers are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information provided, or if StubHub determines that a seller has abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending a seller from using or accessing our site or services, removing a listing, requiring a seller to edit a listing, cancelling a sale, requiring a seller to send the ticket(s) to a buyer within a specified time, withholding a seller payment, or charging a seller's payment method on file for amounts a seller owes us or costs we incur due to a seller's misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). In additional, per our User Agreement, we reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.

Regarding your specific questions:

1. Depending on the specific situation, sellers are notified via email or phone of an issue with their tickets either as soon as we are aware of the issue or, if further research is needed, as soon as we complete our investigation of the issue.
2. Depending on the timing of the event and the specific situation, sellers may be contacted to correct an issue before charges are submitted. However, in situations where we are under time deadlines to get buyers into an event when a seller has delivered invalid tickets, when a seller has not delivered tickets exactly as listed, or when a seller has violated the terms of our User Agreement, sellers may not be notified prior to an order being cancelled or advised beforehand that charges have been submitted due to a violation of our User Agreement. In those situations, sellers are notified after the cancellation and/or charges have been submitted, per the terms of our User Agreement.

If sellers do not agree with charges that have been submitted due to sellers the terms of our User Agreement, they may dispute the charges with our Executive Customer Care Department for fees related to invalid tickets (where buyers are denied entry to a venue) or with our Payments team for fees related to cancelled/replaced orders. We have addressed specific charges noted in each of the individual BBB complaints as it pertains to those specific situations.

Customer Reviews Summary Read customer reviews

13 Customer Reviews on StubHub.com
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 12
Total Customer Reviews 13

Additional Information

BBB file opened: March 05, 2002 Business started: 01/01/1999 Business started locally: 01/01/1999 Business incorporated 07/26/2000 in DE
Type of Entity

Corporation

Business Management
Mr. Scott Cutler, President
Contact Information
Principal: Mr. Scott Cutler, President
Number of Employees

500

Business Category

Ticket Sales - Events

Alternate Business Names
StubHub
Additional Information

It has come to BBB's attention that StubHub is currently the target of an email phishing scam. StubHub customers have received emails appearing to be from StubHub for orders that customers did not place. Anyone receiving such an email is warned against logging on or clicking on any of the links as they may contain a virus. Anyone having done so should go directly to Stub Hub.com and click on the "MY ACCOUNT" link to change their password. Stub Hub has informed us at this time no credit cards have been charged.

For concerns about possible charges, go directly to StubHub.com and follow the instructions or email Stubhub at: yourfeedmatters@stubhub.com.




Customer Review Rating plus BBB Rating Summary

StubHub.com has received 3.55 out of 5 stars based on 13 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.