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Business Profile

Event Ticket Sales

StubHub, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Ticket Sales.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 7,688 total complaints in the last 3 years.
  • 4,220 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2025

    Type:Product Issues
    Status:
    Answered
    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 four 4-day General Admission tickets to ************ 2025 through StubHub in [month/year you purchased]. The seller failed to deliver the tickets.StubHubs FanProtect Guarantee states that if a seller fails to deliver, the buyer will receive replacement tickets of equal or better quality at no additional cost. Instead of fulfilling that promise, StubHub sent me a dynamic replacement link that showed zero ticket options.While that link showed nothing, I have screenshots and timestamps showing multiple comparable 4-day GA tickets available for purchase on StubHubs own site at the same time. When I called customer service, I repeatedly requested manual fulfillment into those available tickets. Multiple agents and a supervisor refused, telling me to wait for the link to update, which has not happened.I have now been:Placed on hold for extended periods Hung up on Told there is nothing available when tickets are visibly available to other buyers Instructed to wait until the event is closer, which risks forcing me into a refund when replacement tickets could be secured now I am refusing a refund because I bought early to secure a lower price. Accepting a refund would force me to repurchase at much higher resale prices exactly what the FanProtect Guarantee exists to prevent.Resolution Requested:Immediate manual fulfillment of my order with available inventory on StubHubs site, upgraded to GA+ or VIP at no extra cost due to the inconvenience, repeated policy violations, and wasted time caused by StubHubs process failures.I have proof of available inventory, call logs, and chat transcripts documenting this issue.

    Business Response

    Date: 07/31/2025

    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, 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 *******************************************

    Upon reviewing *** ********** purchase, it was confirmed that the seller informed StubHub they would not be able to provide the tickets as originally promised. As a result, StubHub proactively applied the FanProtect Guarantee to ensure that *** ********* would have the opportunity to either receive alternate tickets at no additional cost or request a full refund. When an alternate link is generated, it presents replacement options based on what the system determines to be comparable. These options update in real time as new listings are added and existing ones are sold. Since StubHub allows sellers to set their own ticket prices, the value of similar listings can vary significantly. While some listings may appear comparable based on section or seat location, the system also takes into account pricing and other relevant listing details. Therefore, even if similar tickets are available, the system may not identify them as comparable due to differences in seller pricing or settings. It is recommended that *** ********* check the alternate link periodically as the event approaches. If no suitable offers are available by the time of the event, he may opt for a full refund, which will be issued to the original payment method within 58 business days following the event.

    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:07/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 FRIDAY 6/27/25 I PURCHASED CONCERT TICKETS FOR ****** ******* #********* AND WAITED FOR THEM TO BE AVAILABLE TO DOWNLOAD/PRINTS. ON 7/26/25 I WAS TOLD THE SELLER COULDN'T PROVIDE ME WITH THE TICKETS PURCHASED, AND I WAS TO RECIEVE A REFUND. I THEN PURCHASED TICKETS THAT MORNING AND MISUNDERSTOOD THE PRICE AND IMMEDIATLEY LISTED THEM FOR **** BACK ON THE WEBSITE. #********* WHEN THE TICKETS DIDN'T SELL I CANCELED THE **** AND ATTEMTED TO RETRIVE AND PRINT/DOWNLOAD THE TICKETS. I WAS UNSUCCESSFUL, DESPITE HOURS OF HOURS OF ON LINE CUSTOMER SUPPORT CHAT AND TROUBLESHOOTING. I REPEATEDLY ASKED FOR A PHONE CALL WHICH I RECIEVED JUST AN HOUR OR SO BEFORE THE CONCERT STARTED. I SENT PHYSICALL PROOF THAT I COULDN'T RETIREVE THE TICKETS VIA EMAIL. I HAVE A TIME STAMPED SCREEN RECORDING SHOWING I WAS UNABLE TO GET MY TICKETS. I SPOKE WITH CUSTOMER SERVICE FOR ALMOST TWO HOURS 33 MINUTES INTO THE CONCERT STARTING @7PM. I WAS TOLD REPEATEDLY THAT THERE WAS A NO REFUND POLICY AND ASKED TO SPEAK TO A SUPERVISOR. SHE WAS EXTREMELY RUDE AND REFUSED TO LISTEN TO ANYTHING I HAD TO SAY, TOLD ME SHE HAD TO GO IN AND CANCEL MY **** DUE TO A SYSTEM GLITCH. SENT ME AN EMAIL AFTER THE CONCERT STARTED SAYING MY TICKETS WERE AVAILABLE. (RECORDED ON MY PHONE) I WAS NEVER **** TO GET MY TICKETS BACK AFTER ATTEMPTING TO SELL THEM. I WOULD LIKE MY MONEY BACK DUE TO NOT EVER RECIEVEING MY MONEY BACK. I CAN SEND PROOF/DOCUMENTATION WHEN NEEDED.

    Business Response

    Date: 07/31/2025

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

    In reviewing the order affiliated with this complaint, I was able to escalate this to our internal team in accordance with the FanProtect Guarantee and the policies which *** ******** agreed to at the time of his purchase. An email will be sent updating *** ******** on this transaction. We apologize for *** ********** experience and for the delay in resolving this issue. 

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

    Sincerely,  
    ***** *.
    StubHub ***********************

    Customer Answer

    Date: 08/02/2025

    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:07/28/2025

    Type:Product Issues
    Status:
    Answered
    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 baseball tickets through Stub hub. Ive filled out the information repeatedly to get my money and its not happened yet! Ive called but have not been successful in getting my funds for tickets sold.

    Business Response

    Date: 07/31/2025

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

    In reviewing *** ******* sale, I can see that there was an issue in processing her payment. *** ****** contacted us on 07/28/2025 and was provided with instructions on how to provide a new payout method for her account and adding taxpayer information to receive her payment. *** ****** confirmed to us that this information was updated on her account and is waiting for their payment. They will receive payment within 5 business days of the date they were processed. 

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

    Sincerely,
    ****** *.
    StubHub ***********************

  • Initial Complaint

    Date:07/28/2025

    Type:Product Issues
    Status:
    Answered
    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 several $50 stubhub gift cards a few years ago from a 3rd party (Best Buy), and used all but 1 of them without issue within a few months. Earlier this year I tried to use the remaining one, but it now errors out during checkout and when trying to add to my stubhub wallet with an error message stating 'This gift card can no longer be redeemed'.I am 100% confident I did not already use the funds as the foil covering the PIN was not yet scratched off, and when trying to use codes from gift cards I previously redeemed from the same order, I get a different error message of 'Invalid Code'.Gift cards are not supposed to expire, and these explicitly say on them 'No expiration date or Card fees'. I have reached out to stubhub customer service repeatedly about this, and have not received any meaningful updates for over 2 months other than a case # to track my conversations at this point.I am looking to either get a credit for the gift card amount to my account ($50), or a refund, or some similar acceptable resolution.

    Business Response

    Date: 08/01/2025

    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, 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 *******************************************   

    This case has been escalated for refund processing and the buyer will receive an update shortly via email. We apologize for the time it has taken to find this resolution.   

    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:07/27/2025

    Type:Product Issues
    Status:
    Answered
    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 a soccer game on July 2nd. They were labeled as mvp club. When I received the tickets they were in a different area. I contacted customer services. They advised me that I could take a refund or 25% credit . I opted For the refund and transferred my tickets back to stub hub.Its been 3 weeks and havent received a refund.Ive contacted customer service 3 Times already.

    Business Response

    Date: 08/01/2025

    Thank you for the opportunity to respond to ***************** complaint, BBB case # ********. We sincerely apologize for the delay in addressing this matter. 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 *******************************************

    Please be assured that our designated team is actively reviewing the situation surrounding the refund request. We are currently gathering the necessary details to ensure a thorough resolution and will follow up with you as soon as possible with an update.

    We appreciate your patience and understanding as we work to resolve this issue promptly.

    Sincerely, 

    ****** *.
    StubHub ***********************

  • Initial Complaint

    Date:07/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    StubHub sold us tickets for $222 each. Promised delivery day of concert and then said they could not deliver tickets. It cost us $945 to obtain equivalent tickets day of after spending money to travel to venue and buy hotel. Totally unacceptable to bail out on what they guaranteed us for tickets. Would like $945 refund/credit to remedy their their behavior.

    Business Response

    Date: 07/31/2025

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

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

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

    In researching *** ******** complaint, I can confirm that *** ******* contacted us directly, and the issue has been resolved with a full refund processed on July 25, 2025. We apologize for their experience, and for the delay in resolving this issue. We understand that *** ******* has also requested reimbursement for tickets purchased separately. However, we are unable to provide any further compensation in this matter.


    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:07/25/2025

    Type:Product Issues
    Status:
    Answered
    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 10/11/2024, I purchased two floor tickets to the ******** concert in *********, ** (scheduled for 07/22/2025) through StubHub for a total of $1,327.76. StubHubs FanProtect Guarantee clearly stated that tickets would be delivered by 3:30 PM on the day of the event.On the day of the concert, I traveled six hours to the venue and spent approximately $1,000 on hotel accommodations. By 3:50 PM, I still had not received my tickets. I waited until 5:00 PM to contact StubHub customer service. Within two minutes, the representative informed me the tickets were part of a scam, and I would not be receiving them. StubHub confirmed they would either provide replacement tickets or issue a full refund.While still on the call, I received a link that was supposed to be for replacement tickets. However, upon opening it, I discovered they were not offering replacements only a refund. I was told that the remaining floor tickets were now priced around $1,300 each, and StubHub would not cover the cost difference. I was placed on hold to speak with a supervisor, then they disconnected after five minutes.Though I ultimately received a refund, StubHub did not honor their FanProtect Guarantee, which states they go out of their way to find replacement tickets if there is an issue. Instead, I was left without tickets, missed all three opening acts while on hold and scrambling for a solution, and was expected to risk another purchase on their platform the same one that had just failed me & was not given a guarantee that the next purchase wouldn't be a scam again.StubHubs handling of this situation was unacceptable. Their platform enabled a scam, their guarantee was not fulfilled in good faith, and their customer support failed to resolve the issue despite clear policy. I am seeking formal acknowledgment of their policy failure and compensation for the travel, lodging, and loss of experience caused by their negligence.

    Business Response

    Date: 07/31/2025

    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,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 *******************************************

    In regards to *** ******** complaint, he has been refunded in accordance with our terms and conditions, when we are unable to locate replacement tickets for your event we provide our customers with a full ********* *** ******** has been refunded we are unable to provide him with any further compensation.

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

  • Initial Complaint

    Date:07/25/2025

    Type:Product Issues
    Status:
    Answered
    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 an event this year in July 2025 for my husbands 50th birthday. The event was rescheduled to ************** and I would like a full refund as I did not purchase tickets for a year away. This is horrible customer service and when an event is reschedule that far out they should provide a refund option to customers. I would like a full refund for my tickets and my parking pass which they said they refunded but they have not.

    Business Response

    Date: 07/31/2025

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

    In researching *** ******** purchase, I can see that her event originally scheduled for July 12, 2025 was rescheduled by the event organizers for August 8, 2026. *** ******** tickets will be valid for entry on the new date by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. Buyers do have the ability to relist their tickets on to Stubhub's platform for sale, if she is no longer able to attend the event. If the event organizers decide to change the event status, we will inform *** ******* via email.

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

  • Initial Complaint

    Date:07/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 2 tickets from Stub hub on Monday June 9th 2025 to see Hozier in concert at the ****************************** in ********, ****. I paid a total of $266.86 and the seats were section 103, row 4, seats 2 and 3. The concert was on Wednesday June 18th 2025. When I arrived at the show the opener just went on stage. She played 3 songs, and then everyone was instructed to go under the pavilion due to a storm coming and look at the website or instagram for updates. Everyone was then told to seek shelter or wait in their cars. For hours we did not receive any updates other than wait in your car until told otherwise. There is storms, thunder, and lightning at this time and expected to last all night. This is a full metal stadium where someone had died in the past due a lightning strike. At 10pm we decided to head home. I live 2.5 hours away and it is a week night so I work in the morning. There is a bunch of lightning with no end in sight, and no updates coming from the venue. I figured there as is no way the show could continue, even if they never paused it I would have been scared and that is so unsafe as it is a full metal stadium. At 10:45 there was an update saying that the show will go on in 15 minutes. Due to the traffic there was no way that I would have made it back to the venue in time and there is still a lightning storm going on. This is unsafe and unfair. I would have planned accordingly if we at least had updates saying they are trying to continue. Half of the venue left before I even considered it. With everyone trying to get back to the show I was not able to make it in time and I felt extremely unsafe and scared standing in that metal stadium in that kind of weather. This should have been canceled or rescheduled. I have waited my whole life to see hozier, he is my favorite artist and even if I was able to make it back dont know if I would of even stood in that stadium during a lightning storm for my dream.

    Business Response

    Date: 07/31/2025

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

     In researching the ticket purchase made by ****** ********,I can see that the event did take place. StubHub cannot compensate in missing the event for which tickets were delivered and valid for entry. There will be no refund or other compensation issued to ****** ******** and StubHub considers this matter resolved.

    Please keep in mind as the third-party platform we are, we do not determine if a show or event is cancelled rescheduled or postponed.

    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:07/25/2025

    Type:Product Issues
    Status:
    Answered
    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 a VIP ticket via StubHub Order #******** and never received the ticket. On the ticket, it promised that my ticket would arrive day of, no later than 4pm. When I arrived at the venue at 6pm, I still did not receive my ticket. I was then told the ticket I purchased was unavailable. I was then forced to choose a much lower-quality seat at the same price just to get into the event under immense time pressure, with no other realistic options since the show had already begun. The other alternative, was a refund which would have meant that I had no ticket to enter the venue. I traveled 6 hours to see this show and to have the experience that I paid for. This is an egregious violation of your FanProtect Guarantee, which promises equal or better replacements in the event of ticket issues. The replacement was clearly not comparable, and I am requesting a full or partial refund based on the downgrade and the unacceptable disruption to the experience I paid for.

    Business Response

    Date: 07/30/2025

    Thank you for the opportunity to respond to *** ****** ******' complaint, BBB case # ********.

    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.
    By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: 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, and your tickets will be the same as 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 or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get 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 the StubHub User Agreement. A copy of our User Agreement is enclosed. You may also find a copy on our website at *******************************

    We recommend that *** ****** ******' contact the bank to verify further information. When we hear back with an update from the bank, we will be able to provide further information.

    We thank  *** ****** ****** for the patience while we tried to resolve the issue.


    Sincerely,

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

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