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:06/10/2024

  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.

  - May 28th 2024 - $270 - Stubhub sold tickets that I had cancelled, they then claimed they had to charge me because they had to find tickets for their buyer, even though I called the tickets prior to their cut off time.- The business did not try to resolve the issue, only said I was out of luck - Stubhub has charged me for tickets I never sold or was reimbursed for - order number order# *********

  Business Response

  Date: 06/12/2024

  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 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 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 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.

  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 his tickets correctly and fulfilling his 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: 06/12/2024

  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 cancelled the transfer and tickets sales before this policy applies, as noted in the chat with StubHub. The response from StubHub is a canned response and does not apply to my situation.  This is a  requoted inapplicable policy.  It is clear this has been a reoccurring response from many other customers for them to have this canned response in which upon research I know BBB will have VERY similar responses.

   

   

   

   

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

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

  Business Response

  Date: 06/13/2024

  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.
  
  After thoroughly investigating the case notes in response to *** ******* rebuttal, we found that he confirmed that the tickets were double sold on another ticketing platform. This was verified by a customer service interaction that occurred on June 10th with ****************. The buyer contacted us promptly to inform StubHub that the ticket transfer was canceled. We requested **************** to retransfer the canceled ticket transfer to his buyer to ensure a successful sale.
  
  **************** marked his StubHub sale as complete through his account, when in fact, he didnt deliver his tickets. This resulted in the sale being dropped, and **************** was charged accordingly for the canceled ticket sale.
  
  We also wanted to highlight that since **************** marked his StubHub sale as complete without successfully fulfilling his order, he was inadvertently paid by StubHub $135 to his default payment method. Since sellers arent due payments for unfulfilled orders, we had to recoup the $135 payment and add a penalty charge of 100% of the listed cost to remedy the ticket sale for the buyer. This resulted in a total penalty of $270 that **************** incurred for not upholding his obligation to ensure his tickets were delivered.
  
  For the reasons listed above, we will not be waiving or reducing any of these charges assessed as they are valid in accordance with our seller policies and user agreement.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,    
  
  
  Sincerely,    
  
  
  ************
  
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, Due to the nature of the complicated situation, I have included a letter with the details of this issue, along with an addendum with additional details.

  Business Response

  Date: 06/12/2024

  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 
  

• Initial Complaint

  Date:06/10/2024

  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 2nd at 10:36am, I posted two tickets for sale but didn't see them in the active listing section when I went to check them so I posted them again at 10:42am thinking that the initial posting timed out or had an issue. They had in fact posted and were live but not visible to me in the app to view or edit. Upon completing the second posting and returning to the app, I realized they were posted and I immediately called trying to cancel the listing but within minutes both sets of tickets sold. I stayed on the phone with customer service for over three hours before they placed me on hold and hung up. I think the tickets should be visible to a seller immediately on the app, even if they are under review or on hold. If a buyer is able to view the tickets and purchase them as happened in this case, I as the seller should be able to view, edit and cancel the ticket on my end as well. Additionally, what I really struggle with is the review aspect of Stubhub's ticket posting process because what exactly is being reviewed? The second set of tickets that were accidentally posted were posted within 6 minutes of another posting by the same account for the exact same seats at the same concert. I don't think Stubhub should allow a user to post tickets in this manner. That fact pattern is so clearly indicative of either an accident or fraud, both of which I'd think Stubhub would want to safekeeping against just as a general business practice. Unless part of their business model is baiting users into posting tickets multiple times due to the low latency of their app, in hopes of charging them cancellation fees down the line. If that's not the case, why wouldn't this be part of the review?I'm just asking for a refund of the cancellation fee. I don't get why the listing wasn't available in the app and how I was supposed to prevent this from happening. I don't want to think this was predatory in any way but am struggling with the review not identifying the ticket duplicity.

  Business Response

  Date: 06/13/2024

  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 **** 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, she failed to deliver her ticket to the buyer as listed. ******************* had listed four tickets under two listings. When tickets are listed on StubHub, they go through a verification process before becoming active, and are moved to the pending tab under the seller's account.

  We always advise sellers and buyers to contact us immediately if anything seems wrong. Under the terms of our **** Agreement and FanProtect Guarantee, StubHub had to resolve the issue with the buyer. Since ******************** did not deliver the tickets, she was not paid for the transactions and was held liable for 100% of the costs incurred by StubHub, as per the seller's policies agreed upon when listing the tickets for sale.
  
  Therefore,the charge ******************** 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: 06/13/2024

  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:

  What exactly is part of the verification process if it doesn't include a quick check for duplicity of postings made by the same seller? Also, where is it listed that posted tickets show under the Pending tab as opposed to Active? How does the seller know that this is the process? I do not think that this response addresses the errors in the posting process that after it happening to me and researching it, seems to be a broader issue.  

   

   

   

  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 sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
   It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, 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. 
  
   2.Rules for Listing Tickets 
  Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the Site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the Site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding, the buyer and/or a fixed admin fee), or you may be subject to other consequences specified in these Seller Policies and Clause 19 of the User Agreement. 
  
   ******** valid tickets 
  Only list tickets that you know are valid. It's your responsibility to make sure the tickets you list for sale on our Site are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and Clause 19 of the User Agreement. 
  
   ********** your listings and sales closely 
  You are free to modify or delete your listing at any time before a sale is completed between you and buyer. But keep in mind that by listing a ticket for sale on our Site, you are making a binding offer to sell that ticket to a buyer who purchases the ticket for the price you have specified. When a buyer accepts your offer by purchasing your ticket, you are contractually bound to supply that exact ticket for the specified price and within the required delivery timeframe. 
  If you choose to list your tickets on our Site and on other sites and you end up selling your tickets somewhere else or no longer have them in your possession, delete them from our Site immediately. If your ticket sells on our Site although it has sold somewhere else and you are not able to complete the sale, you will be subject to the consequences described in Section 3.3. 
  If you upload electronic tickets for sale and then remove the listing, we are not responsible if you are unable to use those tickets due to technical or other reasons. 
  
  Under the terms of our User Agreement and FanProtect Guarantee, StubHub had to resolve the issue with the buyer. Since ******************** did not deliver the tickets, she was not paid for the transactions and was held liable for 100% of the costs incurred by StubHub, as per the seller's policies agreed upon when listing the tickets for sale. 
   
  Therefore, the charge ******************** 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: 08/08/2024

  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:

  no solution was provided but this case can be closed as it's clear StubHub has no intention on making right on this.

   

   

   

   

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

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

• Initial Complaint

  Date:06/10/2024

  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.

  My ***** and I bought 4 tickets 5 months ago for ****************** concert on May 30th, 2024. The tickets specifically said "Row 1, seats 1-4" in *** A at ************************. We've been off the charts ecstatic to be touching the stage at the concert. Strangely, the tickets were not arriving in advance to my ***** like we get from all StubHub concerts we attend which is often. They arrived at 1am the morning of the concert and we were scammed. The seller of the tickets intentionally misled us into thinking we had Row 1. There is no Row 1. Only when the tickets are finally sent 5 months later, at 1am, day of the concert, does it say in small print "SRO=Standing Room Only". Still says Row 1, seats 1-4. StubHub position is that they informed us of SRO. But there was NOTHING about SRO 5 months ago. StubHub position is they informed us but the sequence of events is a scam and StubHub is still scamming customers.We paid $6,230.72 for the 4 tickets and a StubHub fee of $2,498.23 for a total of $8,728.95!The Pit A tickets were going for $450 each plus fees.We called for support. At 9:20am the morning of the show, we explained our situation and asked for a supervisor. We were put on hold and after 17 minutes total time and disconnected.We called back at 9:38am and we asked for a supervisor. We were told repeatedly, about every 10 minutes, that there were no supervisors available. We asked several times, "can we be put in a queue for the next available supervisor?"We were told that it doesn't work that way. She then disconnected us also.I did get a case # (which was never offered to us). #******** I sent an InMail to the *** ************************* thru LinkedIn but no reply.I since looked at Rolling Stones concerts in the future and the same SCAM is being deployed. "Row 1 tickets" when it is a General Admission Pit area with no seats or rows. THIS IS A SCAM. StubHub needs to stop being complicit in this scam. We want a full refund.

  Business Response

  Date: 06/12/2024

  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, 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 the order in question. In order for this issue to be resolved or further investigated *** will need to provide a full 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: 06/14/2024

  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:

  The email is below associated with this order.  ***********************.

  ******************* and order number *********

  In regards to the explanation so far, it has been expressed to me many times on the StubHub ****************** communications all of the lame excuses.  Yes, I know StubHub is a secondary ticket market.  I know how it all works.
  
  However, when I informed StubHub that a ticker seller is LYING about their seats to inflate the price, I expected StubHub to protect us as the consumer of the lie.  100% guarantee??  "FanProtect: We back every order so you can buy and sell tickets with 100% confidence."  Instead, StubHub has informed me multiple times now that there is NOTHING wrong with a seller LYING about having tickets in a Pit and claiming "Row 1, seats 1-4".  This has been pointed out to StubHub that we were scammed and the **** is continuing right now for the rest of the Stones tour.  

  I know it said "Standing Room Only" also when the tickets were emailed at 1AM on the day of the show to accept the tickets while still saying Pit A Row 1 Seat 1-4.  This is the FIRST time we ever had tickets ordered 5 months earlier be delayed until the day of the show with no idea if the tickets should be accepted or rejected.  If rejected, then what, call StubHub customer service and get nowhere?  Fight it the morning of the concert?  This is such an obvious scam that if StubHub doesn't support the customer, it can only mean that ********************** is complicit in the scam and happy to get the increased fees.  I know this is mostly a repeat of the complaint but please spare me the lectures on "standing room only" in the fine print ONLY on the morning of the concert, while still stating "Row 1, seat 1-4" somehow defends the ticket seller and StubHub.  

   Sincerely,

  
  *****************
  ************ cell
  
  
  
   
  

  Customer Answer

  Date: 06/17/2024

  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:

  Is it the position of StubHub that a ticket seller can claim a ticket is "Row 1" but actually be "Row *****" and StubHub not only does nothing to support the customer buying the tickets but also defends the ticket seller who is misrepresenting the ticket row?  PLEASE ANSWER THIS QUESTION.  WHERE DO YOU DRAW THE LINE ON MISREPRESENTATION OF TICKET SEAT LOCATIONS?

  We are not ticket experts.  We are an average consumer.  We see "Row 1, seats 1-4", why would we think anything else but that assigned seating, first row, touching the stage essentially?  Instead, it is the position of StubHub that a ticket seller can intentionally misrepresent "standing room only" seats as "Row 1, seats 1-4" because they also add "SRO-standing room only" in the fine print while STILL claiming to be Row 1, seats 1-4?  If so, that is the most absurd response.

  The ticket seller is using StubHub to steal from StubHub customers.  I am completely shocked that StubHub sees nothing wrong with this, defends the ticket scammer and is going to fight over this scam.  This is $8,700 worth of tickets and over $2K in fees to StubHub.  Next step is we will fight this in small claims court and see what a judge has to say.

  What is simply incredible to me is that I provide the evidence that the same ticket seller (most likely) is doing the same scam on future Rolling Stones concerts, charging more than double for "Row 1, seats 1-4" seats inside a *pit* seating where there are no rows.  I have pointed this scam out to StubHub and they are complicit in allowing the scam to continue.  The July 17th Rolling Stones concert has the same scam.  Somebody is going to buy Pit A Row 1 seats figuring that these MUST be Row 1 or else StubHub wouldn't allow a seller to BLATANTLY LIE about the row.  The majority of Pit tickets do NOT lie.  I look forward to a judge ruling on the StubHub responsibility and complicity in this matter.

  And please STOP with the blabber about sellers can charge what they want.  I know how StubHub works.  I've used StubHub dozens of times.  This is a case of the seller LYING about the seat location and StubHub defending the seller and his lies.  Please stop with the "seller responsibility" ******** also.  StubHub is defending a SCAMMER.  We were SCAMMED.  We expected Row 1, seats 1-4 because that is what we bought.  Please try to defend that part of the complaint and stop the jibberish about how ticket sales work online.

  Kait, T - I do not envy your position being forced to defend a scam operation and hiding behind your office walls from any communication directly with customers except thru ******** messenger.  

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

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

  ************
  
  
  
  
   

  
  

  Business Response

  Date: 07/20/2024

  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 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. 

  As we previously stated, it is evident that the listing indicated "standing room only" at the time of purchase. Since ************* received the valid tickets he ordered, he is not eligible for compensation. This has been consistently communicated to him in all previous inquiries. Any further disputes raised by ************** will result in the same response, as the tickets were clearly labeled as standing room only. Therefore,************** is not entitled to any form of compensation regarding this complaint.
  
  Thank you for the opportunity to provide specific information regarding this issue. If I can be of further assistance, please let me know.
  
  Sincerely,
  
  ******
  StubHub Executive Customer Care

• Initial Complaint

  Date:06/10/2024

  Type:Order 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 purchased tickets to a show upcoming in July . The person sent me the tickets . They didnt transfer . I talked to two customer service agents . They couldnt give me a date the seller had to re send them by and they refused to just let me cancel and get a refund

  Business Response

  Date: 06/12/2024

  Thank you for the opportunity to respond to *** ****** ****** complaint, BBB case # ********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ******************************** 
  
  In researching the ticket purchase made by *** ******************** I can see that the order was delivered by the seller on 09-Jun-2024. We understand that *** ****** has not received their order yet, and as such have sent this issue to a specialty team to contact their seller in order to have the tickets retransferred to them as soon as possible. *** ****** is protected by the StubHub FanProtect guarantee, and we will work with their seller to have these tickets delivered prior to the event. We apologize for *** ******* experience, and for the delay in resolving this issue, it is currently in the process of being resolved. 
  
  
  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: 06/12/2024

  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 asked them to give me a specific time frame they refused . I said may I have a refund then please . They refuse . I rather just forget it 

   

   

   

   

  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, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  In reviewing the order affiliated with this complaint, I was able to confirm a full refund has been processed 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 days from July 10th. We apologize for *** ******** experience and for the delay in resolving this issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  ****** *
  StubHub ***********************

  Customer Answer

  Date: 07/17/2024

  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:06/10/2024

  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 listed 3 tickets on StubHub that were also purchased on that company for a game. Somehow those tickets were double sold by them. On Saturday 06/08/2024, Ive received an email from Stubhub at 2:24pm saying that one of my tickets was sold. At 4:16pm Ive got an email from Ticketmaster saying that my 3 tickets were sold (curious that my tickets were NEVER listed on Ticketmasters platform.. only on Stubhub). Now Stubhub wants to penalize me for something that I absolutely never had control of. After numerous phone calls with Ticketmaster and Stubhub no one is able to help me. I had absolutely no help. Ticketmaster will pay me for the 3 tickets within 5-7 business days.The problem is that Stubhub is saying that theyre gonna penalize me with that 1 ticket that was sold even though Ticketmaster already bought it.I tried many times explaining them this situation and that I had absolutely no control over anything. This situation is driving me and my wife crazy as weve been so stressed out about this whole thing. I absolutely dont wanna take any advantage on this (in fact I already lost $60 as I sold the tickets for lower price than I bought them).I just dont wanna be penalized for something that was absolutely not my fault.StubHub, as a platform, should do exactly what theyre supposed to: provide a new ticket to the other buyer who also has absolutely nothing to do with this whole confusion created by them.

  Business Response

  Date: 06/14/2024

  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, he is unable to deliver his tickets to his buyer as listed. ******************************* listed his tickets on both Ticketmaster and StubHub, resulting in a double sale. While we understand that mistakes happen, StubHub now needs to rectify this situation with his buyer under the terms of our **** Agreement and FanProtect Guarantee. Consequently, ******************************* will not be paid for the transactions, as he cannot deliver the tickets. Additionally, he will be held liable for 100% of the costs we incurred per the seller policies he agreed to when listing his tickets for sale. The charge he will receive 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,  
  
  ****** 

• Initial Complaint

  Date:06/10/2024

  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.

  stubhub is selling tickets they don't acutally have. i bought a ticket that said digital trasfer. after i went through purchase then on reciept it said won't receive tickets until 24 hours before. i would've never bought these tickets if i had known i wouldn't recieve immediately. i want to be refunded so i can buy tickets from someone who actually has them in hand

  Business Response

  Date: 06/12/2024

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

  It is stated in the policies which ***** agreed to at the time of her purchase that all sales on StubHub are final. ****************** is not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay her seller for the transaction. If this event has not passed, ***** will need to either relist their tickets or use them, as she is not eligible to receive a refund or any other form of compensation.

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

  Sincerely,

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

  
  

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously complained to BBB under complaint #********. This was resolved as they were going to be sending me a refund. In their response I was informed I would be receiving a refund within 5 business days. It has now been longer than 5 business days and I still havent received my $162 refund.

  Business Response

  Date: 06/12/2024

  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 *******************************************  
  
  Upon reviewing the order associated with this complaint, I can confirm that a credit was initiated on April 31st to ************************** payment method and is currently pending. Please note that refunds can sometimes take longer than five business days, depending on the bank provider. An email confirming this refund transaction has been sent. We apologize for Alexandria's experience and for the delay in resolving this issue. We will contact ********************** if further details are required from her. 
  
  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: 06/12/2024

  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 was told I would have a $162 refund in my account by the 7th and I still havent received it. I would like it expedited to ensure I actually receive my refund 

   

   

   

   

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

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

  Business Response

  Date: 06/14/2024

  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 who sets their own prices for the tickets listed. 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 sellers 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. A copy of our User Agreement can be found on our website at ******************************** 
  
  In reviewing the order affiliated with this complaint, I can see that this issue has been reviewed and responded to on complaint id ********.
  
  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:06/10/2024

  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 registered with StubHub to resell concert tickets. They accepted the tickets and my information including my method to receive funds from the sale of the tickets. The tickets were sold, the concert was completed but I have not received my payment. Stub Hub claims there is an issue with my Pay Pal but they will not provide details as to exactly what the issue is. I have contacted pay pal twice and they have told me both times that there have been no attempts by stub hub to deposit money to my account. I have contacted stub hub numerous times but am unable to get past there offshore call centre. Each time I ask for the same information, exactly what is the information the receive when the payment is returned. They are unwilling to provide me with that information and without that information I cannot fix the issue. I believe they are not being truthful.

  Business Response

  Date: 06/14/2024

  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 addressing ******************* complaint, it has been confirmed that she was contacted directly and the issue is now resolved. ****************** should expect her payment within 5-8 business days from June 13, 2024, due to processing issues with her original payout method. 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: 06/14/2024

  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:

  On June 10 I received a response after posting on a public bulletin board  at that time I was told my payment would be processed in 8 business days which would be June 19 at the latest.  I now see on my account that the payment will not be processed until June 23  

  There has never been an explanation as to what specifically was the issue with the payment  The receiver, PayPal has told me twice that they never received an attempt from StubHub to forward a payment  I would like this complaint to remain open until the payment is received in full  

   

   

   

   

  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.
  
  
  In reviewing *** ******* complaint, I can see that the payment was processed on June 13th and has a payment date of June 23rd advising the payment has been completed. The funds have been sent to *** *******'s PayPal account on file. We apologize for any difficulty experienced in receiving the payment and suggest *** ******* contact PayPal directly as our system shows the payment has been completed.
  
  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 ***********************

  Customer Answer

  Date: 07/18/2024

  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.

  i still believe the business has acted in a manner that was unprofessional and not in the best interest of their client.  This is a business I cannot recommend because of their practices and will not use again
  
  Sincerely,
  
  ******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/10/2024

  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.

  Tickets were purchased for an event . The account used to purchase those tickets was hacked .Contacted stubhub numerous times verifying identity and they will not release the tickets . when requesting supervisor theres never one available and its a constant run around . along with tickets a 75 dollar gift card was also on the account and is no longer available . Attached are images that show proof of ticket order number and of gift card .

  Business Response

  Date: 06/12/2024

  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 *******************************************    
  
  Upon thoroughly investigating *** ******* complaint, we confirmed that his account was compromised, leading to the fraudulent purchase of his tickets. We understand this situation is far from ideal and are here to assist with the next steps.
  
  
  Our review revealed that StubHub account vouchers were used for these orders. For security reasons, *** ******* account has been permanently locked. However, StubHub is willing to reissue the vouchers.
  
  
  To proceed, **************** needs to create a new StubHub account with a different email address and purchase new tickets. Once this is done, we will issue a StubHub voucher for $515, equivalent to the total amount of vouchers applied to the locked account. After placing a new order on the new account, **************** should contact StubHub to have the credits transferred to his new account.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,   
  
  
  Sincerely,    
  
  ****
  
  StubHub ***********************