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:09/07/2024

  Type:Billing 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.

  Purchase: 2 tickets to **** Game Purchase Date: 6/18/24 Purchase Price: ******* Event Date: 7/14/24 Summary: I did not receive tickets for the seats I purchased. Please see the attachment for details.Per StubHub's FanProtect Guarantee, I would like a refund. I've tried to dispute the charge directly with Stub Hub, but they will not respond. They told me they would escalate it and get back to me. I disputed it through my credit card. I received a temporary credit, but Stub Hub told my credit card company that the tickets were delivered and the credit was charged back.

  Business Response

  Date: 09/25/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint number ******** filed by ****** ******. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.    
  
    
  We can see that ****** ****** has an open chargeback on his order, which must either be dropped by her or resolved in StubHubs favor. Once this has been done and proof of such has been provided to StubHub, this issue can be reviewed further. (If they are entitled to be refunded say they can be refunded after the chargeback is dropped) 
  
  Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. 
  
   
  
  Sincerely, 
  *******
  StubHub Executive Customer Care 

• Initial Complaint

  Date:09/07/2024

  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.

  Hello, the simple issue is Stub Hub *** advised me we would get a full refund of our purchase since the first order was not honored correctly. They have not refunded me that money yet. Just want them to honor what they said they would do. Our first order was 5 tix short, they corrected with less comparable seats and claimed we would get a full refund too. Would not have accepted the less favorable seats without the promise of the refund.

  Business Response

  Date: 09/30/2024

  Thank you for the opportunity to respond to *** **** ******* complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party 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. 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 ******************************************* 
  
  We regret the situation faced by *** **** *******.
  
  Mr. **** ********* refund was processed on September 8th, and an email was sent that day with refund specifications.
  
  We have kindly asked *** **** ******* to check directly with his bank to try to identify the refund in his account.
  
  If he still need assistance, he can contact our help center and we will be on hand to help him.
  
  We thank *** **** ******* for his patience while we resolved his issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:09/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address a serious issue regarding my account and the inadequate customer service I have experienced with ************************* a loyal member for over 15 years, both as a buyer and seller of tickets, I am deeply disappointed with the handling of my account following fraudulent purchases made on your platform in June. After promptly canceling those transactions and changing my password for security, I was dismayed to find my account suspended due to those events.Despite repeatedly reaching out to your customer service team, I have encountered constant delays and a lack of resolution. Initially, I was promised a response within 3-5 business days to regain access to my account. Each subsequent inquiry resulted in similar assurances, yet I have waited weeks without receiving a single email or regaining ************, my third call resulted in a shocking revelation from a representative stating that I would never regain access to my account and that I would need to create a new one. This situation is unacceptable, particularly given that I have multiple unpaid sales (nine in total) that would be lost should I be forced to establish a new ********** a long-standing and loyal customer, I expect prompt action and resolution regarding this matter. The lack of accountability and transparent communication has severely shaken my confidence in StubHub's commitment to its customers.I require immediate clarification on how you intend to rectify this situation, including access to my original account and the resolution of outstanding sales. I look forward to your prompt response.

  Business Response

  Date: 09/30/2024

  Thank you for the opportunity to respond to *** ****** ****** complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party 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. 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 ******************************************* 
  
  We are sorry for the situation faced by *** ****** ******.
  
  We will be here to support him throughout the situation.
  
  We are working to provide appropriate assistance to *** ****** ******.
  
  As soon as possible, we will contact him and provide an update.
  
  At this time, we kindly ask that *** ****** ****** wait for us to contact him, and we will resolve the issue as quickly as possible.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/16/2024

  My complaint in regards to stubhub withholding my funds has still not been resolved. They have not offered any solution and have not paid me out as of yet. 

  Business Response

  Date: 10/22/2024

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

  We are sorry for the situation faced by *** ******* I can see that your account has been unblocked, we apologize for the time this took to resolve.

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

  *****,
  StubHub Executive Customer Care

• Initial Complaint

  Date:09/07/2024

  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.

  6/20/2024I ordered parking pass for baseball game, have since decided to cancel and take train to ******. I called stubhub (3) times over 1 hour each time for refund. Told they don't refund you can sell. But location *********************************************** is not an option to sell. It is not even in there system. This is a SCAM. They will not refund , but I cannot sell because it is not in system or eligible for resale. Was told (3) times they would EXCELLERATE this. I would call again, but no resolution. They are stalling to steal my money after the reservation expires. STUBHUB is a scam. ************ order# ********* $69.49 I have no way of selling this...................................

  Business Response

  Date: 09/20/2024

  Tell us why herThank 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/her purchase. We are obligated to pay his/her seller in full for this transaction as the tickets were delivered on time and exactly as described.
  
  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 e...

  Customer Answer

  Date: 09/21/2024

  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 was told that I have a right to sell the ticket for parking, by customer service all 3 times I called. I was on the phone well over 1 hour each time. 4 hours total. That tried to show me how to navigate. And every time 100 Clarendon Garage was not an option to choose. I was told its not in their system. I had no way of selling to get my money back. What a total SCAM. StubHub is a ripoff. I was told they were going to accelerate the issue every time. But no effort. Just wasted time to rip me off. Customer support is a sham. Incompetence. I deserve to be reimbursed, because of no way to sell. BBB this is a scam.

   

   

   

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

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

  Business Response

  Date: 09/26/2024

  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.   

  
  We understand that *** ********* was unable to create a listing for the tickets, but as we delivered in time for the event we cannot provide him with a refund. Were sorry that *** ********* was unable to use his tickets, but we are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described.
  
  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: 09/27/2024

  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]

   Not buying any of the *** I was told on 8/16,8/20&8/19 while talking to customer service that I have the right to sell. StubHub failed to allow me to sell. You were to accelerate the problem, but failed to make 100 Clarendon garage as an option for sale. So StubHub failed to allow resale. Probably on purpose to scam people. I do not accept. I will not stop until I am refunded. StubHub failed.

   

   

   

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

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

• Initial Complaint

  Date:09/07/2024

  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 paid for parking at the Lions and Tigers garage. They sent me parking for Greektown casino ************* and it was a fake ticket. I called on the day it got to my account which was on 08/30/2025 told agent about problem. He said couldn't do anything but send it to a resolution center it will only take 24 to 48hrs. Called back on the 09/5/2024 and still had no resolution. So I requested a refund and was nothing they can do. 09/07/24 still no response game is tomorrow. I just want a refund. This has happened twice last year both times they resolved that day.

  Business Response

  Date: 09/20/2024

  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 this complaint, I was able to process a full refund in accordance with the policies which *** ***** agreed to at the time of his purchase. An automated email was sent to confirm this transaction. *** ****** will receive his refund within 7 business days of todays date.  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,   
  
  Sincerely,   
  
  ****** **
  StubHub Executive Customer Care 

  Customer Answer

  Date: 09/20/2024

  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:09/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets from StubHub. I listed them for sale on Stub hub because I cannot go that date. On their StubHub site it showed them listed and they sold. I got an email to transfer them to the buyer. On their Stubhub site where they are listed there is a transfer block. I touched/opened the transfer block to transfer tickets to buyer. ( it had the Buyers name and email)The transfer did not go through. I called StubHub and asked why it did not go through. They said I had to physically have tickets to transfer them. I will not physically have tickets because I bought them from a third party off StubHub. I will not get tickets until the day of event. I assumed StubHub would do the transfer because that is where they were listed and sold. Plus their transfer box was available to open.After the phone call with StubHub ( they hung up on me BTW) I checked my listing again and it was expired. I thought they were removed because I tried to transfer them, but the transfer failed.I re-listed them and they sold.I did not transfer them this time but when I checked my listings the first listing reappeared as pending.I now have 2 listings for the same tickets???That is impossible. I only have the one order.I called Stub hub and they said I have to provide the 2nd lister the tickets too???I cannot, I only have one order.They claim I listed them and have to either buy the 2nd listers tickets or be charged the amount of the listed/ sold tickets??? Date of purchase 3/1/24 Amount ****** x2 Company Stubhub

  Customer Answer

  Date: 09/07/2024

  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:09/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets to a concert on September 4, 2024 for Hootie & The Blowfish in ********, **. Order # *********. I kept checking my email but had not received my tickets or any notification from StubHub, I checked their website it said tickets can be delivered day of and just before the event. I called stubhub and spoke with ********. ******** said that my order had been expired and the tickets werent available. I was frustrated I had not recieved any notice, since I had driven hours and the concert could have been sold out. I requested ******** to make a slight concession on the ticket prices. He promised a voucher instead, and said he couldnt do a discount. I asked to speak with a supervisor which he rudely denied. Then he changed his mind and said he could not give a voucher, which was a lie as he earlier promised it. After another request he put a supervisor on the phone who lied and dismissed my concerns. The lack of empathy and professionalism by these representatives is lack luster. I would never use stubhub after this experience. Being kind is free, and they couldnt even do that.

  Business Response

  Date: 09/20/2024

  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 *** ******* complaint I can see that he was provided with replacement tickets in line with the policies which he agreed to at the time of his purchase after his original order was not fulfilled. The replacement tickets *** ***** received were valid, and while we apologize for his experience we can not offer compensation beyond the replacement tickets which he received.
  
  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: 09/20/2024

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

  I was upset about the way I was treated and being lied to by a Stub Hub **** I was PROMiSED. compensation. Then I was verbally insulted. Instead of offering an apology Stub Hubs response deflects and fails to address the reason of the complaint. I can see why they have a F rating with BBB. A little humanity and compassion goes along way. I will never use this service again.

   

   

   

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

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

  Business Response

  Date: 09/30/2024

  Thank you for the opportunity to respond to *** ***** ******** complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  We understand *** ***** ******** frustration, and can confirm that the case has been reviewed. When a seller does not fulfill the sale, we provide alternative tickets, which may be comparable to those that *** ***** ****** purchased.
  
  We confirm that alternative tickets were sent and used correctly by *** ***** ******.
  
  An update regarding *** ***** ******** case will be provided via email today.
  
  We kindly ask *** ***** ****** to check his email and check our communication.
  
  We appreciate *** ***** ******** patience while we reviewed his problem.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:09/06/2024

  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 parking tickets yesterday for **** ***** concert tonight (9/6). I purchased it through Stub Hub. I rec'd an email from Stub Hub "Vendor" today with my parking pass - but NOT in the parking lot that I had purchased. I feel its the "classic bait and switch". They charged me more for preferred parking - and then moved to me to another lot further away. I have video showing what they did. Can email it to you if you would like to see- its still up on the website today.I also called customer service today and explained what was happing. I told them the Map shows a different lot than what they are selling - false advertising. I told them to take down the map - they said they couldnt do that. I asked them to put me into the lot where I had purchased the ticket; and they said they couldnt do that either. The only option was to give me a coupon for my next purchase at StubHUb. I will never purchase again from them!

  Business Response

  Date: 09/18/2024

  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 *******************************************  
  
  Per our User Agreement, it is noted that when a buyer places an order, the buyer is responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, a buyer is entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are final. You cannot change or cancel any orders after the sale is complete.    
  
  We apologize for any frustration this experience caused. For the parking pass purchased on our website by *** *************** **** ***** noted in her complaint, the seller listed the tickets correctly with the Section noted as ************* This information was presented to *** ****** when she first reviewed the ticket listing on our site and would have been shown again for her review prior to finalizing the purchase. Once the order was placed and the tickets were delivered to *** ******* the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in their listing. 
  
  We understand in this case that *** ****** has noted that the ticket section and disclosure information was confusing. We have reviewed the information provided for this ticket listing and have found that the section name of ************* was listed as identified by the venue and the disclosure of the location accurately reflects the type of pass purchased. As a courtesy we offered her a full refund or a voucher coupon for a future purchase, she accepted the voucher coupon during a recorded call with our customer service team. 
  
  In situations where a seller listed all information accurately and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. 
  
  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: 11/04/2024

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

  
  

  This issue has not been resolved.  I understand that the company (stub hub) provided a reply.  But it is not accurate.  I attached screen shots of what consumers (Me) could see on line at time of purchase.  It was a map with highlighted areas of parking spots -- without a full address.   I also have a video of their website, showing the available parking lot and purchase - but it is too large to send via email..  If you would like to see it - please let me know and I will try and get it into a different format.  
   
  Bottom line: Stub Hub was showing available lots closer to the venue, and then issuing parking passes further away.   This should not be allowed!!
   
   
  *** ******

  
  
  
  Sincerely,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to respond to *** *** ******’s
  complaint, BBB case *********. I sincerely apologize for her experience. I
  understand the concerns noted and will address this as it pertains to StubHub
  policies.
  
  
  It may help to explain that StubHub is a secondary ticket
  marketplace which enables fans to buy and sell tickets to sports, concert,
  theater, and other live entertainment events. We do not own any of the tickets
  listed on our site. When buyers place an order for tickets, they are purchasing
  from a third-party seller who sets their own prices for the tickets listed.
  When the seller doesn’t deliver the tickets as contracted, they directly
  violate the terms by which we allow them to use our platform to sell their
  tickets.
  
  For the tickets purchased on our website by *** ****** for PARKING PASSES ONLY
  **** ***** noted in her complaint, the seller listed the tickets correctly with
  the lot listed as **** **** **. This information was presented to *** ****** when
  she first reviewed the ticket listing on our site and would have been shown again
  for her review prior to finalizing the purchase, and furthermore in the
  confirmation email once the purchase was finalized. Once the order was placed
  and the tickets were delivered to *** ******, payment was sent to the seller
  per the terms of our User Agreement since the seller listed the tickets
  correctly and delivered the tickets exactly as noted in their listing.
  
  We understand in this case that *** ****** has noted that the lot location and
  disclosure information was confusing. We have reviewed the information provided
  for this ticket listing and have found that the section name of **** **** **
  was listed as identified by the venue and the disclosure of **** **** ** accurately
  reflects the location of the lot purchased and received. In situations where a
  seller listed all information accurately and delivered tickets as listed but a
  buyer is not able to use the tickets purchased, a buyer has the option to list
  the tickets for sale on our site, or keep the tickets with a 25% voucher.
  
  
  Upon further researching *** ******’s complaint, I can see
  that a chargeback has been placed on the order affiliated with this complaint.
  The chargeback is currently open. *** ****** is not entitled to be refunded or further
  compensated for this matter in accordance with the policies which she agreed to
  at the time of her purchase, as she has already accepted to keep the parking
  pass with a 25% voucher, which she has already received.
  
  
  Thank you for the opportunity to provide specific
  information about StubHub. If I can be of further assistance, please let me
  know.
  
  
  Sincerely,
  
  **** **
  StubHub Executive Customer Care

  Customer Answer

  Date: 11/17/2024

  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:
  

  
  

  * The map that highlighted the  parking area DID NOT have an address.  I have attached a photo of this several times.  It did show the "cross streets" and that IS NOT where the parking pass was that I was given.

  * I contacted Stub Hub and TOLD THEM that the map was still up on line, and was in error.  They did not remove it, or take it down from their website.

  *Terrible business practice.

  *I also have a video that shows the entire action - but too large to send.  Let me know if you need further documentation.

   

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  *** ******
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/06/2024

  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 tickets to the Eras Tour in ****** on Stubhub. My concert was supposed to be 8/9/24. The concert was cancelled due to a terrorist threat. Stubhub emailed me on 8/7/24 that I could receive a 120% credit or a full cash refund. I selected the cash refund and received a confirmation email that my refund was processing and would take 8-10 business days. I never received the refund so I chatted with Stubhubs customer service online. They said to call my bank and confirm that there were no holds. My bank said that there were no holds but that there was no refund. I called Stubhub on 8/28/24 and was told that they needed me to put my banking details in the app. I did and was assured that my refund would get to me by 9/6/24. I did not receive the refund so I called Stubhub again. This time, she said that my account is showing that the refund is processing but that the escalation team is seeing that I was refunded and received the money already. I have received nothing. I just want my refund.

  Customer Answer

  Date: 09/09/2024

  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:09/06/2024

  Type:Customer Service 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 August 31, ************************************* nyc. Transfer went through. A representative called me the very same day y @ 5;11pm (stayed on the phone for 7 minutes) and did confirm the transaction was successful. Now on September 1, 2024 funds came out of my bank for $180. On the same day i reached to stubhub customer servcice and spoke to ******** who's located in ********* @ 4:58PM. I emailed him the confirmation of information he requested and he stated yes I should not be charged. He stated the reversal fee of $180 should be placed back onto my account and he will also give me the sale of the tickets I sold of $162.00 Thats a total of $362.00. However, I have yet to receive anything and I still have a $180 fee that I am not suppose to be charged for to begin with. Today, September 6, I spoke to ******** and I was told nothing different. He stated the escalation **** need to get back to me and they don't know when or if I will get my money back. I am very frustrated and need my money. This company I feel is a rip off and I will never refer anyone or do business with them again. I hope who ever read this takes this into considersation. Also, why was i charge a $180 fee. I am frustrated and just want my money back immediately.

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to *** ********** ***** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
     
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller. 
  
    
  The contact information provided by ************************** in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated *** ********** ***** will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further. 
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
    
  
  Sincerely, 
  
  ******* *. 
  
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 09/18/2024

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

   

   

   

   

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

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

  Business Response

  Date: 09/25/2024

  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. 
  
  We can see that *** ***** case was escalated for investigation, we also requested her to provide a proof that the tickets were transfer to their buyer which she has yet to send. Please provide the requested information to our customer service team in order for us to assist you further.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  
  ***** 
  
  StubHub Executive Customer Care