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:03/07/2024

  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.

  On March 4th 2024 I purchased a set if tickets to the *********************** concert at ****** Theatre and had an emergency arise with a family member , therefore I would not be able to attend. I relisted the tickets days prior to the concert in hopes that they would sell even at the significantly discounted advertised price of $79.99. Because I see my tickets do not have specifics as far as section/seating as multiple other selling platforms have absolutely no one wants to touch them even at the advertised price! I see "Upper Balcony Left" again with no section/seating. I called in to support on multiple occasions attempting to get this matter resolved. The 1st time it was quite obvious I reached a U.S based call center and stated my case. Calling back not once, not twice, but 3 times to what appeared to be a call center outside the U.S in order to have my case elevated. On the 2nd attempt I was put on hold in order for 1st level to speak with a superior I then heard two beeps indicating she was attempting to come back online and the call was disconnected. I call back and again speak to someone with broken English, therefore I was not optimistic of the handling of my situation. Again I explained and and asked why does StubHub allow listings without that critical information so consumers can make an "informed" decision. Again all I heard was "I know how frustrating this can be." in an attempt to sympathize for what should not have been! Ultimately the individual states "we can contact the seller and ask for that information." My question is WHY WERE THOSE TICKETS ALLOWED TO BE LISTED WITHOUT THAT INFROMATION?! Since my initial call it seems something was triggered with my StubHub account that does not allow access to what I had access to prior to customer service contact as indicated by the squared t-shirt with multiple attachments! As it is these ticket WILL NOT SELL PERIOD! I'm asking that StubHub step up and make this situation right because if not both the ******** and **** ************************* will get involved guaranteed!

  Business Response

  Date: 03/08/2024

  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 *******************************************    
  
  It is stated in the policies which ********** agreed to at the time of his 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 his seller for the transaction. If this event has not passed,********** will need to either relist their tickets or use them, as he is not eligible to receive a refund or any other form of compensation. 
  
  In addressing *** **** concerns regarding the details provided of the tickets. We do not require our sellers to provide the row or seat numbers of the tickets as this information may not be available from the primary until they receive the tickets, though we do encourage providing as much information as possible for the best buying and selling experience.********** purchased these tickets with the same details as provided by his seller as he is able to provide. We as a secondary marketplace cannot guarantee the sale of tickets on our platform.
  
  Additionally, I can see the seller for *** **** purchase has provided the tickets. He will not be able to download said tickets unless his linked listing is removed. However, he is able to view the tickets and ticket details if he would like to update the details of his active listing.

  
  If *** *** does have any issues doing so, our support team is available and happy to assist US and ****** ************** Toll free - Everyday:5:00 AM - 9:00 PM Pacific time.
  
  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: 03/08/2024

  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:

  Got it, ******....StubHub ************************ Next move the Attorney ******** Office explaining not only your SCAM practices, but glitches in your APP as well as your website! GOOD DAY!!! 

   

   

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

  
  
  
  
  
  
   
  

  Business Response

  Date: 03/09/2024

  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 ********************************************
  
  I apologize for the experience ********** encountered while using our platform to purchase his tickets. Furthermore, I regret that we were unable to address his concerns in a manner that he found satisfactory. At this time, we are unable to offer a different resolution. ********** can seek further assistance in resolving his issue as he deems fit. Representatives of StubHub will respond accordingly and provide context within our policy.

  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: 03/10/2024

  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 believe I've made my situation more than clear therefore, for the record I will be in contact with multiple Attorney's General Offices in order to get justice with this unresolved matter!

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

  
  

• Initial Complaint

  Date:03/06/2024

  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.

  Date: 3/2/2024 Amount Paid: ****** Was not notified my purchase was unable to be fulfilled. Company tried to charge me the same price as a higher rated ticket where competitors and the original sellers showed less than half. Customer support refused to escalate my case to even just answer questions. I did not authorize a refund because I wanted questions answered. I requested a call back from a supervisor and none was given. I asked for a name and an office to get details about who i was speaking to and none was given outside of a first name. Any other details requested were refused.

  Business Response

  Date: 03/07/2024

  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. 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. 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 of 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 ********************************
  
  All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However,pricing can also be dependent on different factors such as player/performer popularity, standings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers business. When setting the sale price of tickets, per our User Agreement, it is a sellers responsibility to comply with all applicable local, state, federal, and international laws,statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: Use of this website signifies your agreement to our User Agreement, Privacy Notice and Cookie Notice. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may be above face value.  
  
  We can understand *** ********* concerns stated in the complaint. However, the listed ticket price was accepted when he completed the purchase on our website.  Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, ********************** cannot provide ******************** with any additional compensation for the purchase.
  
  Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
  
  Sincerely,
  
  
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:03/06/2024

  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 bought a parking pass for the Boston Bruins game on March 4th. I bought the pass at 5:06pm for a 7:30 game. When I arrived to the stadium at 6:45 the pass had not been sent to me. I called StubHub customer service and I was put in a line that had ************************ and would take approximately 20 minutes. I did not have time to wait 20 minutes as the game was starting at 7:30. I paid over 1000 for my game tickets. So, I was forced to park somewhere else. I called Stubhub immediately when I got home. I was rudely told there was nothing they could do. When I asked for a supervisor I was told they are just going to say the same thing I said and we do not have a supervisor available. I called again the next day and was refused my money back. I am sending a letter to corporate and will ne er use StubHub again.

  Business Response

  Date: 03/07/2024

  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 the order affiliated with this complaint, I was 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 days of todays date. 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 ***********************

• Initial Complaint

  Date:03/05/2024

  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 2/9/24 I bought two tickets order# ********* to the ******************* vs Philadelphia 76ers total amount paid $301.19. These tickets were gift for a friend who was supposed to take his son to his first basketball game. As soon as I received the tickets I forwarded the tickets to my friends email address ******************** As soon as he received the email to accept the tickets, he accepted the tickets right away. This was all done on the same day February 9, 2024. On February 23, 2024 the day of the game he tried accessing the tickets and there were no tickets available to him. We contacted StubHub to find out where the tickets were. StubHub could not locate the tickets, they could not tell us where the tickets were, we spent about four hours of our time going back-and-forth with StubHub customer service through chat also via phone, we were transferred multiple times and a service ticket was issued and escalated. We were told that within an hour we would be contacted by StubHub and that Stubhub would forward the tickets to my friend ****. I still have not heard back from StubHub regarding where the tickets were. aAfter multiple attempts with StubHub, StubHub referred us to Ticketmaster saying it was a Ticketmaster issue. Ticketmaster looked into the transfer and could not locate any tickets on my end or on my friends end. We also contacted the third-party website, secure tickets where the tickets were transferred from and to. They could not locate the tickets. StubHub refuses to reimburse me for the tickets. These tickets were not used, my friend could not go to the game. We both wasted an entire day dealing with StubHub customer service going back-and-forth with no resolution. I paid over $300 for two tickets to a game that were never used. I could not use them. My friend could not use them. The seller who sold the tickets got paid. StubHub took their fee, but we were left with no tickets and no resolution.

  Business Response

  Date: 03/06/2024

  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 ***************************************** **   
     
  Per the policies accepted by ******************* during his purchase, all sales on StubHub are final. Regrettably, he is not eligible for a refund for the mentioned order, as we are obligated to compensate the seller for the transaction. While ******************* initially confirmed the ability to accept and transfer tickets to a friend, subsequent issues locating the tickets post-transfer were reported. After delivery to *******************, neither StubHub nor the original seller retains further access. No compensation will be provided, given *********************** confirmation of ticket acceptance. 
      
  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: 03/07/2024

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

  [Your Answer Here]

   So youre telling me I buy tickets from your market place for someone else, I transfer those tickets and somehow those tickets dont get delivered. I cant retrieve those tickets nor have access to those tickets and Stubhub washes their hands? I should at the very least have been able to get those tickets back because I paid for them but stubhub couldnt get the tickets back, couldnt tell me where the tickets went, basically told me I was screwed. I pad $300 and got no tickets. What a joke and the customer service is a joke. ********************** got paid, the seller got paid and I got no tickets. Lol

   

   

   

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

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

  Business Response

  Date: 03/23/2024

  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 *******************************************    
  
  As previously stated ******************* initially acknowledged the capability to receive and pass on tickets to a friend, there were subsequent challenges in locating the tickets after the transfer. Once the tickets were delivered to *******************, neither StubHub nor the original seller had continued access. As ************ confirmed the acceptance of the tickets, no compensation will be offered. StubHub does consider this matter 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: 03/25/2024

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

  [Your Answer Here]

  I was not able to obtain the tickets nor attend the game. Therefore, I consider this matter not resolved. 

   

   

   

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

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

• Initial Complaint

  Date:03/05/2024

  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.

  Bought tickets for Sleep Token in ********. Later that day they put up and warning that you need buyer to walk you into the venue. This was not up at the time of my purchase. My email says web transfer tickets. Im not driving 5 hours hoping a stranger shows up to give me a ticket. Its not smart or safe. Plus it was not my original terms. They werd changed after the purchase. Stub Hub refuses to cancel my order. They also told me I could put tickets up for resale but declined my resale attempt when I tried. I have written proof of all of this.

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2024

  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 purchased tickets through StubHub using PayPal. The tickets were fraudulent. When I arrived i was not admitted entry and was sent to the box office. When I went to the box office the teller explained that the tickets were fake and pointed out they actually had someone else's name on it that I did not notice because i had just pulled them up on site. He explained StubHub are not their authorized seller and that this happened to several other customers that evening. I filed a complaint through my bank and they refunded me the money. However, PayPal said i needed to repay to them and dispute through them, I did and they said that it was an accurate transaction and closed the dispute finding in StubHub's favor. I continued to dispute and they said to dispute through StubHub, however StubHub has also been giving me the run around saying PayPal has an active chargeback and has found in their favor so they have not refunded. This has been a nightmare. Literally my mind is blown, that trying to get a solution to this through two supposed reputable companies despite all the proof I have provided including the box office manager's contact information, and they both have caused an undue amount of stress. This is $200 dollars so I cannot just write this off and it's wrong. So wrong to treat a customer in this manner. Imagine the embarrassment when i arrived at venue over an hour from my home, I booked a hotel to see show, and then not admitted entry. It was fortunate the show was not sold out and my friend was able to purchase tickets on the spot. Please assist in getting this resolved.

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to respond to *********************************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand that ***************** is dissatisfied with our process in regards to an invalid ticket claim. 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. 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 ********************************* 
  
  Insuring our buyers receive their tickets promptly and accurately is paramount to us. Any discrepancy with an order, such as receiving invalid, incorrect, delayed, or missing tickets, adversely affects our marketplace. In the event of reported invalid tickets, buyers are prompted to complete an invalid ticket claim form within 30 days of the event. Upon receipt of the claim, we notify the seller and request documentation to address the buyer's concerns. Sellers have the opportunity to dispute the claim by providing supporting evidence. Failure to furnish the requested documentation may result in charges being assessed to the order. All communication and documentation exchange between the buyer and seller are facilitated by our Marketplace ************************* via email.
  
  We take any report of invalid tickets sold through our site seriously, as it greatly impacts the buyer's experience. Our commitment to the FanProtect Guarantee extends to both buyers and sellers, ensuring a safe transaction environment. It is the buyer's responsibility to cooperate with our investigation by providing necessary information. In assessing such cases, like the one reported by ******************, we rely on the details provided by the claimant as well as any documentation they supply. Our investigation process aims to identify the root cause of reported issues, maintaining StubHub as a secure marketplace for ticket transactions.
  
  However, in ********************** case, the issue was not reported to StubHub until 10-Oct-2023, five months after the event. Additionally, an active chargeback was initiated on the account, preventing our Marketplace Investigations team from reviewing the matter. As per our policy, issues should be reported within 30 days (1 month) post-event to allow for timely investigation, resolution and to ensure evidence is collected. 
  
  Due to the delay in reporting and the active chargeback that has since been closed, we are regrettably unable to investigate the issue and provide compensation to ******************. She failed to report the issues with her tickets within the one month period and due to the User Agreement violation when she disputed the charge for her tickets with their financial institution, we had no prior knowledge of the issues she had experienced at the event.
   
  Thank you for the opportunity addresses *** ********************* If I can be of any further assistance, please let me know. 
  
  Sincerely, 
  
  ****** 
  StubHub Executive Customer Care 

  
  

  Customer Answer

  Date: 03/05/2024

  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 have included two additional attachments that provide verification that what StubHub is claiming is simply a lie. I did not delay in reporting and can forward you the entire email I sent reporting the fraudulent tickets may 14, 2023. I have also included the screenshot from PayPal that the chargeback was closed and to dispute with the seller. This company has zero integrity and its clear does not care about its customers or even has the capacity to tell the truth. I have been making contact for nearly a year and as you can see from the email my issue was brought to their attention timely. If there is an email address I can send additional supporting documentation to Im happy to forward the dozens and dozens of correspondence and will be happy to pull phone records of the amount of times I have called attempting to get this resolved. The response is a shameless deflection instead of owning up to their mistake and refunding the money. Im going to make sure I make orhers aware on any platform I can to not do business with this place. Thats why if you look them up they have one star reviews everywhere. I wish Id done my homework before giving this place a dime. 

   

   

   

   

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

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

  Business Response

  Date: 06/12/2024

  Thank you for the opportunity to address *************************************** complaint, BBB case #********. We understand ********************** dissatisfaction with our process concerning her invalid ticket claim. We acknowledge her concerns and would like to clarify our position in accordance with StubHub policies.

  
   While we apologize to ********************** experience, we must reiterate that, based on our policies, she is not entitled to a refund. This decision has been communicated consistently.
  In ********************** case, as mentioned previously the issue was not reported to StubHub until October 10, 2023, five months after the event.Additionally, an active chargeback was initiated on the account, which prevented our Marketplace Investigations team from reviewing the matter.According to our policy, issues must be reported within 30 days (one month)after the event to allow for timely investigation, resolution, and evidence collection. Due to the delay in reporting the issue and the active chargeback,which has since been closed, we regret that we are unable to investigate the issue and provide compensation to ******************. She did not report the ticket issues within the required one-month period. Furthermore, her dispute with the financial institution, which violates our User Agreement, prevented us from knowing about the issues she experienced at the event.  Our stance is firm, and any further contact regarding this will elicit the same response. Should you have any other queries, please do not hesitate to get in touch.
  

  Sincerely,
  *****
  StubHub Executive Customer Care
  

  Customer Answer

  Date: 06/26/2024

  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:

  Hello complaint #********. I have emailed multiple times and have not received a response. I am requested a follow-up on the above complaint because there was no resolution despite the abundance of evidence I submitted. It appeared the only option was to continue going back and forth with the business who was refusing to conceded. Now my case has been closed. I did not come to a resolution and refuse to let this matter go. Please re-open my complaint and respond to my previous inquiries. At what point does The BBB get involved if the business is just refusing to take responsibility? This is ridiculous and there is no way I want it to appear that this business resolved my issue. I'd rather go to my grave with the documentation still listed as unresolved and dissatisfied.
  
  Sent from ******************************* 

   

   

   

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

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

• Initial Complaint

  Date:03/04/2024

  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 sold my ticket on stub hub and was required to transfer the ticket to the buyer. The cost was over $2000. Stub hub refuses to deliver the funds to me until after the concert which is in December. Stub hub is collecting funds and not transferring the funds and keeping it interest free. I am requesting that I am paid for the sell, not in December of 2024 which is more than 6 months from now.

  Business Response

  Date: 03/05/2024

  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.
  
  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 ******************************** 
  
  We understand that ************** would like to be paid immediately for the tickets she sold, however our seller policies state,Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. ************** will be paid in accordance with the policy in place, and to which she agreed, at the time she listed his tickets for sale. ************** will receive the payment which she is owed after the event has taken place in accordance with the policies which she agreed to when listing her tickets for sale on the StubHub platform.
  
  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: 03/05/2024

  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:

  Just because they have it as a policy does not make it legal. I was emailed repeatedly to deliver the tickets via Ticketmaster. The buyer has possession of the tickets. Stub hub must deliver the funds or face legal action. Can stub hub tell me where my funds are being held? I am assuming in an account that is gaining interest. Stub hub is robbing customers. I am still requesting my funds as I have delivered the product and have not been paid. Their policy is criminal. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/06/2024

  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 date is currently March 6, 2024 the concert is December 7th 2024. I have no ability to retrieve my ticket. The purchaser is in possession of my ticket, as instructed by numerous emails. What is the purpose of waiting to disburse my funds?   If you are not holding it in an interest accruing account what are you doing with my funds for the 9 months? Your policy is incorrect and a Ponzi scheme to use the sellers funds for your own gain. Please return my funds or you will receive a law suit, consider this my intent to file. I will gather other individuals who your company is doing the same thing to and we will bring this to the attention of the Supreme Court if we have to. This is criminal. 

   

   

   

   

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

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

  Business Response

  Date: 09/09/2024

  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 ******************************** * ***************************************************
  
  We understand that ************** would like to receive immediate payment for the tickets she sold. However, as outlined in our seller policies, specifically Article 5.1. Getting paid for your ticket sale, sellers are typically paid within five (5) business days (or sometimes longer) after the event has occurred. As previously stated, ************** will be paid in accordance with the policy she agreed to when listing her tickets for sale. She will receive the payment due after the event takes place. If ************** needs further assistance, she is welcome to contact our help center through her StubHub account, and we will be happy to assist her.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely, 
  ******************
  StubHub ***********************

• Initial Complaint

  Date:03/04/2024

  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.

  On December 29th, 2023 I bought 2 tickets via Stubhub to go U2 at ****************, for last Friday concert March 1st. (a bit more than 2 months in advance). It was a anniversary gift for my wife as it was her dream to see U2 at **********. All that time i was reading a message that tickets were going to be available Feb.29. Im from *********** , so bought expensive tickets and hotel room to give her that special once in a life time gift. On Feb28 got a email from stubhub that the ****** couldnt provide the tickets, but no to worry their staff would get me replacements. I contacted chat to see if i cancelled my flight and they assured me i would get new seats. about ***************************************************************** due to the even type they couldnt provide me new tickets. I told them i could have cancelled my flight and hotel to reduce penalties if they would have told me that from the beggining. They were still selling U2 tickets at a more expensive price at the stubhub site and I even offered to pay the difference in price, as i was interested in the experience and not on reimbursment. At the end they just reimbursed me with a lousy $200 coupon for their site and had an awful ***** weekend. Someone needs to put a stop to companies like this doing what they want with people!!!

  Business Response

  Date: 03/05/2024

  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 *******************************************  
  
  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 reviewing the order affiliated with this complaint, I can see 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 the refund within 7 business days of 02/29/24. 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 Executive Customer Care 

  Customer Answer

  Date: 03/06/2024

  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 understand that Stubhub is a Website that does not own the tickets and facilitates getting them from sellers.    I also understand things happen that are out of their control and i do think they have a good Purchase protection program.  In fact  I can confirm that my reimbursement has been made.  

   

  That being said ,  I feel aggravated somehow by their customer service.  I was advised that the seller couldnt deliver my tickets 2 days before the event.  Ok , lets say they also do not have control of that.   The email message said not to worry , that they will work on getting alternative tickets.   When I clicked it said there were none available for me.  Ok so far i still reasonable even though i had to take a plane in about 24 hours and he timeframe to cancel my hotels was to expire. .  So I decided to contact support via chat, no only once , but twice during the day and both time i was assured not to worry that my alternative tickets were going to be available on the 29th.  The day i had to travel and one day before the concert.  It was until i called them later that i realized they were not going to provide me any tickets.  I even offered to pay the difference in pricing since they were stil selling in their site but more expensive.  

  Having no other choice i traveled, accepted the refund and tried to make it the best of it but it was a dream killer.  awful trip for specially my wife.  

  In their business response they say stubhub penalizes a seller that cannot deliver even with additional costs to get better tickets.   Not sure why they didnt do that.  Or why Stubuhub support didnt tell me at once tickets were not an otpion for me.  

   

   

   

   

   

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

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

  Customer Answer

  Date: 03/06/2024

  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:

  Totally unacceptable but it is what it is.  The best thing to do is to forget about the horrible experience and not make the same mistake of using them again and do my best to prevent and warn others the risks.

   

  I really appreciate BBB for being a voice for upset customers.  

   

  Thanks

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

  Business Response

  Date: 03/29/2024

  Thank you for the opportunity to respond to ************************** complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  We do thank ******************** for his patience in resolving this matter.   
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely, 
  
  ******
  StubHub Executive Customer Care 

• Initial Complaint

  Date:03/04/2024

  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.

  Transactions on March 3, 2024.Reported a fraudulent activity on my credit card that involved two large transactions to StubHub. I have already reported the transactions to my bank. StubHub said they will review the transaction. Their fraud department came back and reported that they did not deem it was fraudulent.I did not have a StubHub account, as I have never purchased any event tickets through stubhub.

  Business Response

  Date: 03/04/2024

  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. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement can be found on our website at ********************************
  
  Per our User Agreement, it is noted, You are responsible for reading the complete listing before making a commitment to buy tickets.When placing an order, you are entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are Final. You cannot change or cancel any orders after the sale is complete. 
  
  The information provided in *** ****** complaint does not link to an affiliated account or order. In order to provide specific insight ************** will need to either provide an order number, or the exact charges received along with the date of transaction.
  
  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: 03/04/2024

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

  [Your Answer Here] StubHub is requiring the 2 transactions that I filed as fraud.

  There are 2 orders and their amounts are:

  Order Number ********* for a total of $1,579.37 - Event name; *************** at Golden Gate Warriors, ************, March 06, 2024

  Order Number ********* for a total of $2,413.30 -- Event name:  *************************** at **********, *******, **, March 5, 2024

  I never had a StubHub account.  Whoever set up the account cleverly used one of my email accounts in addition to my home address, phone number, and credit card number.  However, notice that the name is spelled incorrectly on the account.

  I have been able to log in to this account using my email address, and I have changed the email address used as well as the account password, per instructions by the StubHub investigation member that I spoke to on the evening of March 3, 2024.

  The credit card company has been notified about these two transactions.  There were additional 2 transactions that were being attempted when I blocked my credit card account.  

  If you need further information, please let me know.

   

   

   

   

   

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

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

  Customer Answer

  Date: 03/05/2024

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

  [Your Answer Here]

   I'm not asking for a refund.  I'm reporting fraudulent activity.  I'm sorry to know that StubHub operates and profits despite reporting fraudulent activity.

   

  It would be ideal if these tickets could be voided by StubHub.

  I have reported these transactions to my credit card company and my card account has been blocked and closed.

  I have provided transaction numbers, amounts and event descriptions in my previous message.

   

   

   

   

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

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

  Business Response

  Date: 03/30/2024

  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 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 using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement can be found on our website at ******************************** 
  
  

  
  As previously stated,it is stipulated that purchasers are responsible for thoroughly reviewing the entire listing before committing to buying tickets. By placing an order, you enter into a legally binding contract with the Seller to acquire those tickets.It should be noted that additional terms communicated by the Seller may also be applicable. Payment is processed through StubHub and subsequently disbursed to the seller in accordance with our User Agreement.

  
  It is emphasized that all sales are considered final, and no changes or cancellations can be made once a sale has been completed. Following this investigation, our Trust & Safety team concluded that the purchases in question are indeed valid.

  
  Consequently, in adherence to the terms outlined in our User Agreement, we are unable to offer a refund to *******************. We do want to note we have not received information regarding a dispute from ***************** bank.
  
  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:03/03/2024

  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 sold two ********** tickets on Friday, March 1, 2024. I successfully uploaded the two tickets from Ticketmaster to StubHub as confirmed by email (two separate emails confirmed that each ticket has been uploaded). Two tickets also showed that they were transferred to StubHub on Ticketmaster. About 2 hours before the actual show the tickets sold for $110 each. However about an hour later it said that the ordered has been canceled without any explanation. Why was the ordered cancelled when it said it StubHub that the sale was completed and the order had been delivered? Not only did I lose the sale, StubHub is now charging my nearly $200 for an unsold item! I went from selling the tickets for $220 to losing $420! StubHub let the customers cancel their order and made me lose money AND they have charged me additionally. I feel that I have been robbed in plain sight from StubHub! I have tried to reach out to them via email, their website and phone call but they have NOT gotten back to me. How is this ethical? How is this right? How is this justified? I ask that StubHub not only get rid of the robbery of $200 they cover the cost of the tickets that they allowed to be canceled AFTER it said the order was completed and delivered! The tickets were instant delivery and was available to the customer immediately after purchase. Please help me, $420 is a lot of money and to do this to someone is NOT right. Please do the right thing StubHub, listen to the serious complaint and MAKE THIS RIGHT!

  Business Response

  Date: 03/04/2024

  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 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: 03/14/2024

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