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:07/07/2024

  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.

  Stubhub has a fan guarantee protection for all tickets. I had purchased tickets to a ************************* concert on 7/5 and 7/6 in February 2024. On 7/5 I had not received tickets to either event. I called Stubhub 6 times during the day. Both sets of tickets were inside seats to the event. The fan guarantee states they will find you comparable seats or even better. They made me wait til after 4:00 the day of the event to try and help me get new tickets. They had many comparable tickets on the site but would only offer me lawn seats. When I asked to speak to a manager he was rude and said thats all we are willing to offer you and its not their fault the seller did not send me the tickets. They did not stand by their fan guarantee policy. I ended up spending ***** on new seats. Costing me an extra ******. I feel Stubhub should have to reimburse me for the ****** to the events. They sold me two sets of tickets that were not delivered.

  Business Response

  Date: 07/12/2024

  Thank you for the opportunity to respond to ************************** complaint, BBB case # ********. I sincerely apologize for their 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 ******************************************* 
    
  It is stated in these  policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.  
    
  In researching their purchase I can see they have been sent options which are considered comparable according to these policies. We cannot offer any tickets not generated in the offer which was sent to them. If the options presented are not satisfactory, or no options are presented, the customer has the option to be refunded for their order in accordance with the FanProtect Guarantee and policies which they agreed to at the time of their purchase, and can request this refund at the bottom of the replacement offer page. For both orders, they selected to be refunded and the refund has been processed, we do not process any other form of 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 Executive Customer Care 

• Initial Complaint

  Date:07/07/2024

  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.

  On June 23rd I tried to purchase concert tickets with a E gift card. While on the stubhub app it redeemed the gift card but the had timed out before I could finish the transaction. I tried calling multiple times but they tell me they can't help. Now I'm out $1000.00 gift card. The card number is ******************** PIN is ***********. Please help me gift my E gift card back. Thank you ***********************

  Business Response

  Date: 07/12/2024

  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, 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 this complaint, I can see that **** has redeemed his gift card on a guest account. ********************** Guest accounts are only accessible with a pin associated with an order, and as **** added this gift card without making a purchase, he will not have access to the guest account. **** will need to make a purchase, and after doing so can be refunded for the amount which would have been covered by his gift card. If the cost of Mr. ******** purchase is less than the value of his gift card, the remaining balance will be added onto his account as a coupon.
  
  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
  
  

• Initial Complaint

  Date:07/07/2024

  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.

  On February 13, 2024 I went on Stubhub website via my mobile phone and cancelled tickets that I had for sale to an event. On February 17, 2024 I received an email from Stubhub indicating that I had sold the tickets in question that were supposed to be cancelled. I immediately contacted stubhub indicating that the tickets were to be cancelled days prior. The agent I spoke with was helpful (or so I thought) and said no problem, it wouldnt be an issue. I questioned him several times on this and was assured everything would be ok and that the listing would be cancelled.On a later date I received an email indicating that I needed to provide the tickets to the buyer. I once again contacted stubhub, this time via a chat that led to a phone call. I was assured that it was going to be ok. I continued getting emails from stubhub regularily to provide the tickets. After speaking with 2 separate agents, I did not respond.May 28, 2024 I contacted stubhub when I observed this full charge of what I would have received with the ticket sale. This charge of course makes no sense, as this is not what stubhub stood to lose on the missed sale of the item, in fact it would be about 10-15% of the ticket sale. I was told by an agent and his supervisor that there was nothing they could do about the charge. I attempted to explain the calls and communication I had with the agents with the Supervisor and she did not listen to any of it, instead she kept referring to their policy and not listening to this specific situation. I attempted to speak with someone else who would hear out the specific case, I was told there was no other person. The credit card they charged was an old one on file, and I did not authorize this charge charge to this card. Since I removed the tickets, I did not authorize the tickets being sold I have personally provided stubhub with thousands of dollars over the years in fees. I have also requested transcripts of the calls made.

  Business Response

  Date: 07/12/2024

  
  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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, 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 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 *********** 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 ******* 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 ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets,coupons, and refunds to the buyer. 
  
  In reference to *** ******* complaint, *** ******* failed to deliver his ticket to his buyer as listed. StubHub needed to make this right with his buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, *** ******* was not paid for the transactions (he did not deliver the tickets) and he was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale. The charge *** ******* has received is valid and will not be waived or reduced. 
  
  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: 07/12/2024

  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 was an issue on stubhubs end and not my end.   I cancelled the tickets prior to, and if there is an error on the stubhub site I should not be penalized.   Especially after having used stubhub for years and being a positive client.  

   

  I was also told by 2 agents there was not going to be an issue.   These conversations have been requested and have not been provided.  

   

   

   

   

   

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

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

  Business Response

  Date: 08/07/2024

  Thank you for the opportunity to respond to ****** ********* complaint, BBB case #********. I apologize for his experience and will address it according to StubHub policies.

  
  StubHub is a secondary ticket marketplace where fans buy and sell tickets. We do not own the tickets listed; buyers purchase from third parties. Our User Agreement and FanProtect Guarantee ensure buyers receive valid tickets on time or get a refund/credit if issues arise. Sellers agree to these terms, ensuring buyer protection and seller reliability.

  
  Regarding ****** ********* complaint, he failed to deliver the ticket as listed. Consequently, StubHub had to compensate the buyer according to our policies. Therefore, ****** ******* was not paid and is liable for the costs incurred. The charge is valid and will not be waived.

  
  Thank you, and please let me know if I can assist further.

  
  Sincerely,
  ******* *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 08/14/2024

  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'm awaiting the calls and messages requested still.   I was promised these.   

   

   

   

   

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

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

• Initial Complaint

  Date:07/07/2024

  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 posted two tickets for sale on StubHub back in May 2024. The tickets were also listed on Ticketmaster for sale because thats originally how I purchased them. The tickets have gotten very little interest since I posted them on either side. The tickets actually sold yesterday on Ticketmaster and less than 24 hours later one ticket sold on StubHub. I let StubHub know that I dont have the tickets anymore and asked why they would even let just one ticket sale and not both.Now StubHub is stating Im fully responsible for the price of the ticket. So Im basically out of cost for the entire ticket even though they will just give the buyer another ticket from someone else. This policy is so PREDATORY. I cant believe this is even allowed. I will NEVER use StubHub again. *** already texted me friends and let them know to also never use them again. They are absolutely con artists.

  Business Response

  Date: 07/13/2024

  I am responding on behalf of the ********************************** at ********************** regarding complaint number ******** filed by *************************. I have reviewed this matter and understand ******************** disputing a charge for an order that was cancelled for which he was unable to fulfill. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or 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, 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 ******************************* 
  
  When sellers list tickets on our site, seller responsibilities regarding reporting an issue and offering replacement tickets are addressed in our User Agreement in which it states: 
  
  We know things don't always go as planned - and there's a chance that your tickets will sell and you won't be able to deliver them as promised. If you can't send the tickets when required based on your In-Hand Date, if you need to offer replacements, or if you can't deliver the tickets at all, you need to 'report an issue' right away by following the 'Report an Issue' link in the email or by clicking the 'Report an Issue' link on the 'Open sales' tab in My Account. 
  
  Here are a few things to keep in mind: 
  
  It is always your responsibility to report an issue immediately, no matter how much time has passed since you received your sale notification email. 
  
  If your tickets sell within ******************************************************************************* LMS you won't be able to report an issue online - but you still need to let us know immediately. So call us. 
  
  If your tickets have sold but you cannot fulfill the order (also referred to as 'dropping a sale' or a 'dropped sale'), StubHub may charge your payment method an amount equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In some cases involving dropped sales that result in unusually large losses to StubHub (for example, dropped sales involving large numbers of tickets or tickets with significant price appreciation), however, StubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 40% of the ticket price). 
  
  A dropped sale means one of these things happens: 
  
  You cannot deliver the ticket and related passes in time, 
  
  You do not have a replacement ticket (tickets that StubHub determines in its sole discretion are comparable or better than the ones originally listed) that the buyer accepts, or 
  
  The buyer or StubHub rejects your requested change and cancels the order. Remember, just because you Report an Issue to request a change to a sale it does not have to be accepted. StubHub may, in its sole discretion, cancel the order without further notice or payment to you. 
  
  StubHub monitors the frequency and rate at which you drop sales as compared to your total sales (your 'dropped order rate') and we reserve the right, upon notice to you, to suspend your account if we determine that your dropped order rate has exceeded an acceptable level. Similarly, if you abuse the StubHub marketplace as determined by StubHub in its sole discretion including, without limitation, (i) dropping orders at one price and relisting the same tickets for higher prices; (ii) engaging in speculative listings or (iii) other similar abuses of your obligations as a seller, you may be subject to an investigation and any applicable consequences. 
  
  The sooner you let us know that there might be an issue with a ticket that you sold, the sooner we can try to find replacement tickets for the buyer. If you offer replacement tickets, we may decide, in our sole discretion, what is a comparable or better seat location. 
  
  In reference to this complaint, ************************* contacted us on July 6, 2024, informing them that he had sold the tickets on Ticketmaster and wanted to cancel the order. We informed him on July 6, 2024, that his sale would have to be canceled and substituted and that he would be charged for the order.
  
  When orders need to be canceled, it creates a negative experience for the buyers. The charge ************************* will receive is valid and will not be reversed or reduced, as it was made in accordance with the policies agreed to when he listed his tickets for sale on the StubHub platform.
  
  Thank you for the opportunity to address *************************** complaint. Please contact me if you have any additional questions. 
  
  Sincerely, 
  
  *******
  
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:07/06/2024

  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 have never written a complaint like this before, but as Stubhub is proving themselves to be scammers who hope customers they've ripped off go away quietly, I cannot let myself fall into that pattern. A few weeks ago I posted and sold two tickets to SZA at Summerfest. I went through the process to transfer the tickets to you and the customers and both tickets were accepted. You still tried to say the tickets weren't accepted. I have photographic proof they were. Working through your complaint department I sent all the screenshots THREE different times. I also called your customer service number. They said they'd call me 40 minutes later, and they called me close to three hours later. After not returning three emails and a phone call hours late, you inexplicably charged me for the tickets THEN paid me for the tickets, leaving me with 18 cents. Why would you pay me if the tickets didn't transfer? Why would you take money away if the tickets transferred? Your organization is horrible, and reading through the scores of other complaints, I'm far from alone in getting ripped off by Stubhub. Listen, I go to a lot of concerts, and I have a lot of friends. If you don't get me the cash you owe me, I will get on every single social media site I can find and make sure everyone knows NOT to use Stubhub due to the scamming, "hope the customer goes away when we owe him money" approach. I shouldn't have to work this hard to get paid after I did everything you asked multiple times. You ****. Stop ripping off innocent people. You guys are lowlife scammers.

  Business Response

  Date: 07/11/2024

  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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, 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 are purchasing from a third party.  
  
   By using our website, buyers and sellers agree to the terms of our **** Agreement. As part of our **** mobile 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 **** Agreement and all policies. You may find a copy of our **** Agreement on our website at ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 
  
  In reference to *************************** complaint, *************************** failed to deliver his/her ticket to his buyer as listed. The tickets were not received by ***************************** buyer. The screenshots sent to verify the ticket transfer did not match the email address sent for delivery. StubHub needed to make this right with his buyer under the terms of our **** Agreement and FanProtect Guarantee. As a result, **************************;was not paid for the transactions (he did not deliver the tickets) and he was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale. The charge **************************;has received is valid and will not be waived or reduced. 
  
   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:07/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed the concert tickets that I purchased for sale on stubhubs website, and thought I had sold them. I thought I had followed all the instructions and that everything was good. Last Monday, a year and 3months after the concert, I receive an email letting me know that there is an issue with my order and that I will not be paid for the sale. I reached out to stubhub and asked what was going on, and they informed me that the tickets were not released correctly and therefore never sold. I have no emails prior to the concert letting me know that the sale was cancelled due to tickets not being released. The email I received letting me know there was an issue was received last monday, a year and 3 months after the fact. I was not informed that the sale was cancelled, and therefore did not relist the tickets for sale. I also did not know that I was still in possession of the tickets and could have attended the show. No contact was made until last week. Now they are unwilling to refund me for the tickets that I thought I had sold. I purchased and sold the tickets through the same site. I thought there would be no issues. Now I know there were issues, I was just not informed. I want to be refunded the amount I paid for the tickets in question.

  Business Response

  Date: 07/11/2024

  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, 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 are purchasing from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************
  
  When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.
  
  In reference to ****** complaint, ***** failed to deliver her ticket to her buyer as listed. StubHub needed to make this right with her buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, ***** was not paid for the transactions and she was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale.
  
  We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, ***** is responsible for listing her tickets correctly and fulfilling her orders as listed. The charge they have received is valid and cannot be reversed nor reduced.
  
  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: 07/12/2024

  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 completely understand I was supposed to deliver the tickets and I failed to do so. I have not denied that fact. My issue is that I was not informed. I received an email stating that I had 7 days to release the tickets, which I thought I did. What I dont understand is why, when tickets were not released after 7 days, I was not notified that I failed to do my part and that the sale had to be cancelled. That info would have allowed me to list the tickets again and complete the sale properly, as I would have been very aware that what I did the first time was not right. Or I would have been aware that I was still in possession of the tickets and maybe could have gone to the show. But I receive no notification that failed to fulfill my order in a timely manner and therefore sat on $900 concert tickets that I didnt know I had. I deserved and opportunity to relist my tickets, or even know that I still had them. The rep I spoke with stated that the buyer was informed so that they would be able to pick new tickets. But the seller is not informed at all? What if the email letting me know there was an issue was accidentally deleted before reading? Thats not what happened, but what if it did? The email stating that there is going to be an issue if something doesnt happen should not be the last email. The email letting you know that you failed to do your part and now there is an issue should have been the last email received from stubhub, and it should have come right after order not fulfilled, and not a year a three months after the fact when the concert has already taken place. Sellers need to know when there is an issue just as much as the buyers. 

   

   

   

   

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

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

  Business Response

  Date: 07/17/2024

  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.
  
  Based on the details of the order, ***** had informed StubHub that the tickets were fulfilled so StubHub had no reasoning to start looking into the non-fulfillment of the order as we trust that sellers are following the proper procedures. StubHub also reached out asking for a retransfer of the tickets which did not occur. We only discovered there were issues when the buyer reached out to inform us of said issues. Our team then started doing reviews of orders where there were issues to determine where exactly the order went wrong and started to ask for proof of delivery of the tickets on June 24th for this particular order. After that, valid proof of delivery was not provided, so we needed to move forward with canceling the order and issuing the charge.
  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: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not at all satisfied with the outcome of this claim, but can see that this business is completely unwilling to admit that they made a mistake by not letting me know that I failed to transfer the tickets within the specified time frame. I am out $868.45 because this company does not have any policy to follow up with a seller to see if there was an issue. Which there was. It was the my first time ever purchasing tickets through the site, let alone selling them. I clearly needed assistance, and they failed me. I will never use this service again, as I do not do business with companies that do no properly communicate with their customers. ********************** failed me and cost me $900 that I could not afford to lose. Shame on this company for their complete lack of communication of any issues using their services. Im sure Im not the first person this has happened to, and since they dont feel that theyve done anything wrong, Im most likely not going to be the last. Completely unacceptable. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/06/2024

  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.

  An unauthorized purchase of $1809 was made by an underage teen to a venue for an over 18 venue. The merchant despite the circumstances will not refund it.

  Business Response

  Date: 07/11/2024

  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.
  
  Per our User Agreement, it is noted that when a buyer places an order for tickets, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes.  Except for canceled events or situations where a seller does not deliver valid tickets, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement.
  
  It is further noted in our User Agreement in Section ********************************:
  
  When using the Site or the Services, you agree that you will not do any of the following:
  Use our Services if you are not able to form legally binding contracts
  (for example if you are under 18).
  
  When the account was created prior to the purchase, the customer would have been required to agree to the terms of our User Agreement before finalizing a purchase. For our customers security and privacy, and similar to other e-commerce sites, we do not require customers to provide their Social Security number or driver license number when setting up an account or making a purchase on our site. While credit card information is verified as noted above and protected on our site, we do not maintain or have access to national databases with Social Security numbers or driver license numbers for use in verify a customers age. As noted previously, the terms of our User Agreement note that customers need to be 18 years or older to use our website. 
  
  The order referenced in this complaint is valid, and we are obligated to pay the seller for the transaction regardless of the fact that the purchase was completed by a minor, which goes against StubHubs policies. If ***************** is not willing or able to use the tickets purchased she will need to relist them, as she is not entitled to be refunded or otherwise compensated for the order.

  
  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: 07/12/2024

  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:

  As previously stated, the purchase was unauthorized (made by a minor) and as such it was reported to StubHub and to the credit card  company as soon as it was discovered. The necessary changes were made to prevent another unauthorized purchase. I am working with the credit card company to resolve this matter which they have proactively responded to. It is the sole expectation that StubHub will take this matter seriously rather than dismiss it neglecting their responsibility and ability to act proactively. A refund to the credit card is due. StubHub possesses the authority to be proactive and inform the seller of the unauthorized purchase so they can appropriately sell their items without issue. 
  Since the day of the unauthorized purchase I have actively engaged with StubHub in good faith unable to reach a logical solution. The keyword here is unauthorized purchase. This is not a capricious dispute.

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

  Business Response

  Date: 07/27/2024

  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 *******************************************   
  
  In reviewing I can confirm that our Trust and Safety Team has been able to review the order associated with this complaint.They have confirmed that they have blocked the account due to the violation of our Global User Agreement.
  
  In this case we cannot offer a refund as it pertains to this complaint, as StubHub is a secondary market-place we are obligated to pay the seller for the transaction.
  
  ****************** does of course have the right to dispute this with her financial institute and our team will be able to provide the financial institute with our findings.
  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  ******
  StubHub Executive Customer Care 
  

  Customer Answer

  Date: 07/28/2024

  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

  Thank you for the apology. There are a few items to clarity.
  First- Again, I personally did not purchase a product from the site and reiterate the status of the transaction in dispute to have been unauthorized. 
  
  Second- based on this statement by ******: In reviewing I can confirm that our Trust and Safety Team has been able to review the order associated with this complaint. They have confirmed that they have blocked the account due to the violation of our Global User Agreement.
  As my evidence shows, StuHub collects fees from buyers. Therefore it does engage in monetary transactions which by logic enables the site to deal with money, provide refunds, credits etc. I am to understand that the site Stub Hub site is aware and recognizes that an unauthorized token place and there is no product to be received therefore a refund could be issued. Furthermore, StubHub acknowledged that the card used has been reported and the issuing bank has taken security measures to prevent further unauthorized activity.
  
  Fourth- based on this statement by ******: 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.
  I am to understand that the site Stub Hub assumes responsibility and will deal with the seller compensation due to the unauthorized purchase and that I am exempt.

  Fifth- based on this statement by ******: In this case we cannot offer a refund as it pertains to this complaint, as StubHub is a secondary market-place we are obligated to pay the seller for the transaction.
  I am to understand that the site Stub Hub argument as explained by ****** is null and contradicts their own previous statement about refunds and credits on the second paragraph where it mentions that they do offer you a refund of what you paid for your purchase. So it is possible for StubHub to refund the unauthorized purchase as they have confirm that they understand and have knowledge of the nature of the transaction as being unauthorized.
  
  Lastly, a dispute and alert was placed with the financial institution immediately after the unauthorized transaction was found  the financial institution is  fully aware of the process and StubHub responses and practices. The final expectation is to receive a full refund from StubHub. StubHub is encouraged to take the correct actions in this matter, to Issue a refund. Please follow up with the financial institution. Thank you.
  
  
   

   

   

   

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

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

• Initial Complaint

  Date:07/06/2024

  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 bought 3 tickets to a Charlotte ******* baseball game on July 4th. This event was in high demand due to the July 4th fireworks show after the game. This is a huge event in *********. Aside from July 4th, ******* games are rarely in high demand and box office tickets are easily attainable. There were a few sections which had noted on their tickets they could not stay for the show due to safety concerns. The venue noted all of these tickets accordingly at time of purchase. I paid $70 per ticket ($19.00 face value) for the sole purpose of having a good seat for the fireworks. When I arrived at the park, I learned that my seats were in an area that couldn't stay for the show. This should have been disclosed by Stubhub before I bought the ticket, but it was not. I tried to call Stubhub but there was greater than one hour hold time. Their chat feature had a 35 minute wait, and the chat kept timing out when I tried to keep it active on my phone. I was out with my family trying to enjoy a holiday outing, so I purchased 3 new tickets from stubhub as a result. The next day I called StubHub to resolve the issue, and their response was since they had no record of me trying to contact them, the best they could offer was a 25% voucher. This is unacceptable, but they haven't even sent it. I don't think it's right that I was mislead by one of their sellers into thinking I was buying a premium ticket for a premium event when the seller knew of the issue with these seats. I also disagree with stubhub's handling of this. I paid good money for something, I should not have to disrupt a family holiday outing to try to get them on the phone when it was impossible to do so. Their assertion that they need a record of my trying to reach them in order to provide a resolution is ridiculous. I seek a full refund of $210.00.

  Business Response

  Date: 07/11/2024

  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 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. 
  
  In researching ******************************* complaint, I am unable to disclose any information based on our privacy policy as he is not the account holder's name in our system. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
   
  Sincerely, 
  **********
  StubHub Executive Customer Care 

  Customer Answer

  Date: 07/11/2024

  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'm not sure how to even respond to this. I am definitely the account holder for the order in question. The account has since been canceled because I will never do business with StubHub again. I have attached the second set of tickets I bought with the same account. I bought these on July 4th at approximately 5:30PM eastern time via the account in question. Account holder is *************************** (not *******). Credit card used to pay for all of these tickets belonged to *************************** (me) and that should also be easy to verify. Also - the fact that StubHub is a third party seller isn't a valid defense, in fact it only bolsters my claim. Their seller did not follow their guidelines. They can't in turn use those same guidelines against the buyer and hold themselves harmless. Their remedy to cure rests in their power to hold the seller accountable for not following their policy. Their seller was aware these tickets were limited because the venue disclosed that information to them when they purchased the tickets. They were in turn obligated to pass that information along to any prospective buyers. They conveniently omitted the pertinent information, which caused their (useless) tickets to seem more attractive and thus, command a premium price which I paid. StubHub should be holding their seller accountable, not me.

   

   

   

   

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

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

  Business Response

  Date: 07/18/2024

  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 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. 
  
  It is required that any issues be reported prior to the event taking place. The FanProtect Guarantee ensures that tickets are delivered on time and are valid for event attendance and correct to the tickets displayed at check out. In this case, the tickets were delivered as promised and were valid for entry to the event as well are correct to the section selected. Therefore,based on our policy and the FanProtect Guarantee, we are unable to offer compensation for any post-event issues.
  It is important to note that we see that there is an open chargeback related to this order.This chargeback must be dropped or resolved in StubHub's favor before we can take any further action regarding this order.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
   
  Sincerely, 
  
  
  ******
  StubHub Executive Customer Care 

  Customer Answer

  Date: 07/18/2024

  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:

  The response is the same as the prior one. I'm well aware that you are a third party seller and that I'm not buying tickets from you (Stubhub). Your business charges both buyers and sellers a fee. You keep referencing your buyer policies but you conveniently omit your sellers' policies. Your seller had a duty to disclose that these tickets were useless for the event. Many other sellers did - and do - exactly that. Most of those honest folks either did not sell their tickets, or were fortunate enough to find someone who was only interested in getting in the door. Those folks also sold their seats at much lower prices, which was an expected by-product of the limited nature of the ticket. Your seller in this case not only mislead buyers, but he or she charged a premium price while setting the expectation of a great seat for the entire event. You (Stubhub) are obligated to enforce that and protect your buyers' interests pursuant to the fees we buyers pay. As for the "you need to let us know BEFORE the event - that is equally unreasonable. Your negligence (not enforcing your rules and enabling fraud) put enough of a damper on my holiday family outing. I tried to call, but there was a n over one hour hold time (with no call-back option) and I was out trying to enjoy the holiday with my family. I tried the "chat" function using my app, but there was over an hour wait for that as well, and it would time out when I tried to run it in the background. And yes, I did initiate a chargeback, so if the bank is successful in securing my refund, that's excellent. I still feel the case is relevant here because this site allows good people to see not only how you rip them off, but it shows how little you're willing to do to make it right. You're dismissed.

   

   

   

   

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

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

• Initial Complaint

  Date:07/06/2024

  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.

  On Apr 15, I bought two tickets for *********************** concert happening in ******, on July 10. They were an anniversary gift.A few weeks later, due to a health scare, we werent sure if we were going to make it. I decided to re-list the tickets and sell them through StubHub in June. During the days that followed, I would change my mind a couple of times and take the tickets down since our personal circumstances were improving. On June 10, I accidentally hit repost and the tickets were sold a few hours later.I was devastated. I had published the tickets by mistake and didnt even get a chance to be notified. I called and contacted StubHub multiple times. I explained the situation. I actually submitted a case through BBB. The response was unwavering: sales were final. I could not get the tickets back.I moved on. I didnt plan a trip to ******. I committed to watching these tickets arrive so I could transfer them (at loss) to the buyer. StubHub initially said the tickets were arriving on June 22. They didnt. They were pushed to Jul 1. Didnt arrive again. Jul 3. Nope. July 5. Nope. July 7, not yet.The seller kept contacting me (even though thats against StubHub policies) and telling me the tickets were late which was just suspicious. I would have preferred my order (and the sale of these tickets) to be cancelled and asked for that in every way possible. Nothing.To my surprise, on the night of Jul 5, I get an email from StubHub simply letting me know they were cancelling the sale of these tickets I contacted their customer service and got the weirdest responses. From I dont know whats happening to we can cancel whenever we like to were sorry canned responses. Seems arbitrary when StubHub decides to enforce their policies. There was no explanation why, or what would happen with these tickets. Im not in ******, I cant attend this concert. Neither do I have the ability to re-sell, considering the event is in 4 days.

  Business Response

  Date: 07/13/2024

  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 the order affiliated with this complaint, we have been able to process a full refund in accordance with the FanProtect Guarantee and the policies which **************** agreed to at the time of his purchase. An email was sent confirming this refund transaction. *** ****** will receive this refund within 7 business day after 07/01/24. We apologize for *** ******s 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 Executive Customer Care 

  Customer Answer

  Date: 07/13/2024

  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:

  A full refund has NOT been processed by StubHub, and no email has been sent to that effect. 

   

   

   

   

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

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

  Business Response

  Date: 07/17/2024

  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, 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 thoroughly reviewing the case notes on this order, we have provided a partial refund for this order, which was confirmed by our ************** Representative ****. **** explained to **************** that he was issued a partial refund for this order.
  
  Since **************** never fulfilled his ticket sale in accordance to Kaits instructions that we communicated on July 8th, we did not provide a full refund for *** ******* purchase. Since this event has now passed, we will not be considering any further compensation.
  
  This decision is final and is our final stance on the 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 

  Customer Answer

  Date: 07/18/2024

  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:

  StubHub previous statements had said a full refund was provided and now says something else. 

  
  

   

   

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

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

• Initial Complaint

  Date:07/05/2024

  Type:Delivery 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 listed 2 tickets for sale with StubHub and used the pre-upload option. I transferred the tickets via Ticketmaster app. The tickets showed claimed by StubHub and there was no further action I could take on my part. The tickets were sold to separate buyers. One ticket for seat 17 (order *********) showed as received while the other seat 16 (order *********) was not showing as received. I transferred them both to the same email address provided by StubHub.I contacted customer service at least 3 times prior to the event date to explain that I sent them to the same email address. I was told every time that it was an IT issue and not to worry. I uploaded screenshots showing they were claimed as well. The day of the event, June 22nd, I was contacted by a rep telling me I needed to upload seat 16 for order *********. I once again sent the screenshots and that rep told me I had done what I was supposed to do and not to worry. I then received an email that my sale was cancelled and that I would be charged for not uploading the ticket. I once again called and was told my issue was being escalated and to expect a response. The same day, June 22nd, I posted about my experience on ********* Instagram and X ********* as I was very upset about the cancellation of the sale and the threat to charge me. I even contacted Ticketmaster support to see if there was anything else they could send me. Stubhub support contacted me via X and after I again provided the documentation, they told me I would not be charged and I should receive payment. They asked me to allow 5-10 days. I never received a payment or response. I called Stubhub customer support on July 1st to get an update. I was told to allow 3 more days to receive payment. I called July 5th to get an update and was then told again that I would be charged for order ******** because they had to refund the buyer for the ticket. I was also told that the payment for order ********* was being held. I need payment for both orders.

  Business Response

  Date: 07/10/2024

  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.
  
  In researching ********** complaint, I can confirm that ********* was contacted directly and the issue has been resolved. We apologize for their 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 Executive Customer Care 
  

  
  

  Customer Answer

  Date: 07/11/2024

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