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:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets from these criminals, got them two days before the concert and their obstructed view. Stubhub charges a big markup and says nothing we can do about it but they understand my frustration.

  Business Response

  Date: 02/14/2024

  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 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 Executive Customer Care 

  Customer Answer

  Date: 02/15/2024

  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:02/14/2024

  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 paid StubHub for 2 balcony event tickets to a ********* Mardi Gras event for February 10th. The specific balcony event I purchased tickets for was the Headquarters Balcony Party. StubHub correspondence to me all represented I received Headquarter Balcony tickets. This included emails, their online order page, and receipt. When I arrived at Mardi Gras, I used one of the tickets to enter Mardi Gras (as street entry is included in all balcony tickets); however, when I arrived at the entrance of the balcony event with my family I discovered the tickets were for a different balcony event at a different location. They sent me the wrong tickets. No other Mardi Gras tickets were listed on StubHub as it was the day of the event while it was occurring. Despite this misrepresentation and giving me the wrong tickets, StubHub refuses to give me a refund. I was told I had to contact them the day of the event to get my money back. This is in contrast to their FanProtect Guarantee listed on their website which states I have 7 days from the date of the event. I asked them to show me where it says I am required to contact them the day of the event to get a refund, and they were unable to do so. So despite their misrepresentations of the tickets provided, StubHub providing the wrong tickets, and me contacting them within their stated 7 day window, they reuse to give me a refund. I would stay away from this company.

  Business Response

  Date: 02/14/2024

  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 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 *******************************************    
  
  According to the policies agreed upon by **************** at the time of his purchase, all sales on StubHub are considered final. Therefore, **************** is not eligible for a refund for the order in question, as we are obligated to compensate his seller for the transaction.

  
  Furthermore, our FanProtect Guarantee stipulates that in order to avail oneself of its benefits, customers must adhere to our User Agreement and all associated policies, guidance, and notifications, including any specified timelines or procedures for reporting issues with their orders. Any concerns regarding incorrect tickets or delivery problems must be promptly reported by the buyer to enable us to take appropriate action.

  In this instance, **************** failed to report any issues with his ticket until two days after the event had taken place. Consequently, he is not *********** a refund or any other form of compensation under our policies.
  
  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: 02/15/2024

  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:

  According to StubHub's response, they do not want to give me a refund because I called them 2 days after the event.  They also posted excerpts from their FanProtect Guarantee which they said we are obligated to follow. What is interesting is they omitted the last sentence of the section they quoted which says the following: "You must notify us and complete any required forms no later than seven days (or such other time as communicated by us to you) after the event."  As they indicated in their post, I notified them 2 days after the event that the ticket they purchased did not ***** me valid access to the event.  This situation is also addressed on the website where they say: "Your order guarantees a ticket valid for entry into the event." Well, the tickets I was provided did not ***** me entry into the event, and I notified them within their 7-day window. 

   

   

   

   

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

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

  Business Response

  Date: 02/16/2024

  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.
  
  StubHub operates as a secondary ticket marketplace, facilitating transactions between buyers and sellers for various live entertainment events. It's important to note that we do not possess ownership of the tickets listed on our platform.

  By engaging with our website, users agree to abide by the terms outlined in our User Agreement.Particularly, our FanProtect Guarantee assures buyers that they will receive valid tickets on time for the event, meeting the specified criteria or be provided with suitable alternatives or refunds. The complete policy details can be found in our User Agreement at ********************************************

  **************** mentioned an alleged concealment of a segment of our FanProtect Guarantee policy. To clarify, the mentioned excerpt concerning the seven-day timeframe pertains to cases of denied ***** due to fraudulent or invalid tickets, which was not applicable in ******************** situation. Although his tickets were incorrect, they did grant ***** to the event; however, they did not provide access to the specified location.

  Since **************** received his tickets nearly a month before the event and did not report the issue until two days post-event, we were unable to process a refund in accordance with our policies. While he is not eligible for a refund, we provided him with a credit considering the circumstances surrounding his experience and ticket issues. We cannot provide any further compensation. 

  Thank you for allowing us to provide clarity on this matter. Should further assistance be required, please do not hesitate to contact us.

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

• Initial Complaint

  Date:02/14/2024

  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.

  Purchased 05/02/23. Concert on 08/08/23 was postponed according to stubhub. The band is playing but at different location and vender this summer. I would say this concert was cancelled since different venue and vender is associated with the band. As of today i have tried to get a refund my self and through credit card number. It has been over 6 months and no word from stub hub. How long can they legally hold my money with no response or refund? Thank you.

  Business Response

  Date: 02/14/2024

  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 might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  In researching *** ****** purchase, I can see that his event has been postponed by the event organizers with no new date scheduled. *** ****** tickets will be valid for entry on the new date determined by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. If the event organizers decide to change the event status, we will inform ************** via email.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely,
  
  **** **
  StubHub ***********************

  Customer Answer

  Date: 02/15/2024

  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:

  After how long am I supposed to wait for refund.  1 year, 2 years?  As a facilitator it is your responsibility and be held to your Fan Guarantee.  Also, no one has ever contacted me by phone or email.
  
  
  Your Fan Guarantee offers buyers 4 things.
  You will get your tickets in time or event.
  
  Your order guarantees a ticket valid for entry to the event.
  
  If there is an issue with your order, well make it right with comparable or better tickets or your money back.
  
  If your event is cancelled and not rescheduled, youll receive 120% credit or provide option of a full refund.
  
  
  
  ****I never received tickets, concert was on 08/08/23 and you stated postponed, they are playing 
  October 22, **** and was not informed by Stub Hub as stated in your terms of service for 
  an offer of comparable tickets. Because of this breach, I would like a refund. Thank You.
  
  

   

   

   

   

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

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

  Business Response

  Date: 02/16/2024

  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 investigating *** ****** purchase, it appears that the event has been postponed by the organizers without a new date set. *** ****** tickets will remain valid for entry on the rescheduled date determined by the event organizers. It's important to note that the event is postponed, not canceled, which means ************** is currently not eligible for a refund or any other form of compensation for this order. The postponement of the event was communicated to ************** via email on 11/07/23.Additionally, ************** was provided with instructions on how to relist his tickets if he cannot attend on the rescheduled date once it's announced. If the event is canceled by the organizers, we will proceed with refund options.However, since this hasn't occurred, there are no further actions to be taken on *** ****** order at this time.
  
  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: 02/20/2024

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

  I see I am not going to get any resolution to this with Stub hub. I have no information as to who I bought the tickets from.  All I I know is: it was stubhub was the name who took my money and not a 3rd party.  They bear responsibility.  Understand now why this industry is in congresss crosshair.  I want to make sure this is on record as not resolved.  And, would like my case published so others can learn from my loss of $300.  I am sure down the road there will be a class action suit against this company.

   

   

   

   

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

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

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets on StubHub website on January 23, **** for ************************* show February 17, **** at the ************** in *************, ** and I have still not received them, I have ********** reservations at the ******************* for that weekend. I have contacted stubhub several times and they informed me they would contact the seller, I recently received an text message saying I will receive the tickets no later than February 17 which is the day of the show and too late, I financial committed to the hotel and I am able to cancel as long as its within 48 hours, when I ask to speak with a manager they continue to read from a script I either want my money back or my tickets. Order# *********

  Business Response

  Date: 02/13/2024

  Thank you for the opportunity to respond to Mr. ************* 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 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 *******************************************
  
  In researching the ticket purchase made by **************, I can see that the order was delivered by the seller on January 23rd. ************** needs to accept the ticket transfer in order to receive the tickets which they have purchased.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know. 
  
  Sincerely,
  
  **** **
  

  StubHub ***********************

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold tickets on StubHub for the first time on February 10th, **** to a buyer and everything was delivered. Everything went smoothly and perfectly and I was told Ill be paid out for my money within 5-8 business days. Last night and today I tried to login to my account but it turns out StubHub locked my account for no reason. StubHub has no reason to lock my account because I didnt change anything on my account, I delivered the ticket, buyer reported no issues, and this is my first time selling on their platform. If anything StubHub wouldve contacted me if there was a problem with the buyer getting into the event the day of the event. But StubHub decided to lock my account a day after I completed my sale. This is honestly ridiculous and stressful for me. I spoken to different representatives that were rude to me and didnt know what they was doing. All representatives gave contradicting answers. I provided all proof StubHub wanted including proof of purchase of the ticket, my state ID (front 8 back), utility bill, and a recent card statement. My account is still locked.. Now Im out of a ticket and a lost of over $900. Someone please help me unlock my account or process my payout for the ticket i owned and sold. All the proof of my information is attached to this case. StubHub Email: ********************* Order number ********* Zip code: ***** Number on StubHub account is ************ but I can be reached at ************. Thank you

  Business Response

  Date: 02/13/2024

  Thank you for the opportunity to respond to *** *************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It 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 could see that his account was disabled by our Trust and Safety Team. ************** will not have access to his account, any tickets or sales transactions until this review 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 Executive Customer Care

• Initial Complaint

  Date:02/12/2024

  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 went to buy tickets for Paw Patrol Live at ******* Theater on StubHub and selected the "Front Row seats" filter on their website. I purchased tickets (row A) that came up under that filter and upon receiving the tickets, I discovered they are actually in the middle of the theater, as ******* Theater's front row is actually AA. As Stubhub is a reseller, the original owner of the tickets correctly represented them as "Row A"; it is Stubhub that represented them as Front Row, which they are not. I followed up with Stubhub's ***************** but got nowhere.

  Business Response

  Date: 02/14/2024

  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. 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 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. 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. You may find a  copy of our User Agreement can be found our website at *********************************

  Per our User Agreement, it is noted that when a buyer places an order, the buyer is responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, a buyer is entering into a binding contract with the Seller to purchase those tickets. Additional terms communicated to you by the Seller may apply. Payment is remitted to StubHub and disbursed to the seller according to our User Agreement. All Sales are final. You cannot change or cancel any orders after the sale is complete.

  The Seller Policies section of our User Agreement outlines guidelines for listing tickets, requiring sellers to provide accurate section, row, and seat information, as well as disclose any relevant ticket features or disclosures from the original purchase. Failure to accurately represent ticket details may result in consequences outlined in our User Agreement, including non-payment, fees for finding replacement tickets, or other penalties.

  Regarding ******************** purchase of tickets for PAW Patrol Live! "The Great Pirate Adventure," the seller correctly listed the tickets with the section noted as Main Floor or "MNFL4L." **************** would have been presented with this information during her review of the ticket listing and again prior to finalizing the purchase. ******************* has various sections, including pit seating, main floor, mezzanine boxes, mezzanine booths, and balcony boxes, with **************** purchasing tickets for the front row of the main floor, she received the first row of that section, which is row A.

  Upon delivery of the tickets, the seller was paid according to our User Agreement terms, as they accurately listed and delivered the tickets as described. While **************** found the ticket section and disclosure information confusing, our review confirms that the section name "main floor" or "MNFL" was correctly identified by the venue and accurately reflected on the purchased tickets.

  To address any confusion in the future, our customer service team is available by phone to assist customers like **************** with any questions regarding specific listings. As ******************** tickets are correct, we are unable to offer her a refund. Additionally, in cases where a seller lists accurate information but a buyer cannot use the tickets, the buyer has the option to list the tickets for sale on our site or simply use them. 

  Thank you for allowing us to provide detailed information on this matter. If further assistance is needed, please don't hesitate to reach out.
  
  Sincerely, 
  
  ******
  StubHub Executive Customer Care 

  Customer Answer

  Date: 02/14/2024

  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: Row A is NOT the first row in the main floor of *******************; Row AA is.  This was misrepresent by StubHub's filters for "Front Row".  While I agree I was able to see I was purchasing a Main Floor seat in the front row, what was sold to me is NOT a front row seat.  See map of *************** for reference. 
  

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

  
  

  Customer Answer

  Date: 03/28/2024

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

  I think we've reviewed this case before (not sure why it popped back up?) but my issue with StubHub is still not resolved.  I contend that given the size and market dominance of StubHub, they should provide accurate filtering to consumers for major theaters, such as the iconic ******* Theater.  As a reasonable consumer, trusting Stubhub's market expertise and advertised "100% buyer protection" I clicked on the "Front Row" filter and bought tickets noted as Row A.  By providing the "Front Row" filter, StubHub should be required to validate the results... in this case, ******* Theater's front row is AA, not A.  Row A is in the middle of the theater.  

  I would expert BBB to hold StubHub accountable here for the following reasons:

  * The ******* Theater is a major theater -- not some small venue. 

  * Any reasonable consumer would assume that a ticket that comes up as "Row A" with a "Front Row" filter selected on StubHub would assume that is indeed the front row and would pay (as I did) a premium for the seats. 

  * Stubhub continues to portray their brand as trustworthy with "100% buyer protection".

  Thank you,

  *****

   

   

   

   

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

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

  Business Response

  Date: 04/07/2024

  Thank you for the opportunity to clarify the situation regarding *************************** ticket purchase through StubHub, as outlined in BBB case #********. Our platform serves as a secondary marketplace connecting ticket sellers with buyers, under the guidelines established in our User Agreement.
  
  As stated in all prior responses, ****************** tickets were not designated by the seller or by StubHub as being in the front row. **************** received he exact tickets she ordered for this order, and as such we are obligated to pay her seller in full for the transaction. While we apologize for ****************** experience, she is not *********** receive any form of compensation for this order as she received her tickets exactly as described.
  
  We appreciate the feedback and respectfully consider this matter to be resolved.
  
  
  Sincerely,
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:02/11/2024

  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 went to purchase tickets on Stub Hub for a Dead and *** show in *********.When I went to finalize the ticket purchase, I got a message in red at the top of the screen saying the tickets were no longer available.I did nothing else at that point.I WAS CHARGED AND RECEIVED THE TICKETS This may sound like a good outcome, since I wanted the tickets. However, there was no message saying the purchase was completed. I don't know why I got that message, but still ultimately received the tickets. I have suspicions, but that is for another day.

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond to ************ complaint, BBB case #********. I sincerely apologize for their experience. I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion.A copy of our User Agreement may be found at *******************************************   
  
  Upon scrutinizing ************************* transaction, it is evident that the purchase is valid. As outlined in our User Agreement, all sales are deemed final, a condition to which ******************** assented during the purchase process. Prior to completing the transaction, ******************** had the responsibility to affirm and accept the terms along with the final price, which he duly fulfilled. Consequently, we regret to inform you that a refund cannot be facilitated for ********************. Should he decide against using the tickets, we encourage him to consider relisting them on our platform. This would afford another enthusiast the chance to partake in the event.
  
  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:02/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets to ********* concert that was to be for October 14 the event was postponed never rescheduled. We are now into a new year I requested a refund and they denied it waiting on ********* to reschedule. I will not be going to any future rescheduled events. I want my money back. I do not see how a business can hold customers money without the product being rendered.

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond to Feather Reagans complaint, BBB case # ********. I sincerely apologize for their experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
   
  In researching Feather Reagans purchase, I can see that their event has been postponed by the event organizers with no new date scheduled. Feather Reagans tickets will be valid for entry on the new date determined by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. If the event organizers decide to change the event status, we will inform ******************** via email. 
    
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
    
  Sincerely, 
    
  ***** 
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:02/11/2024

  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.

  The event I purchased tickets for was rescheduled. I would like to resell my tickets because now I cant attend but StubHub said the tickets are not available. So they said I can resell the tickets even though I dont have them. But if the person selling me the tickets doesnt have them Im covered and so is my buyer.I want my tickets or a refund. Either or is ok. I have no issues reselling my tickets, but I cant sell something I dont have.

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # ********. I sincerely apologize for their experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
   
  Regarding ******************************* purchase, it appears that the event she planned to attend has been rescheduled by the organizers. Her tickets will remain valid for entry on the newly determined date. As per StubHub policy, events that are postponed or rescheduled, where the original tickets are still valid, do not qualify for a refund or site credit. In the event of any changes to the event status by the organizers, we will notify *************************** via email. If she is unable to attend, she does have the option to use the one-click relist feature in her StubHub account. Our customer service is available from ******* PST.
    
  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:02/11/2024

  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.

  1. Payment Date: Saturday, 09 December 2023 2. Amount Paid: $454 3. Order Number: ********* 4. Did *********** Try To Resolve Issue?: No 5. The event was scheduled for Feb. 14th, it got rescheduled, which is fine. I'm not mad that it got rescheduled. What I am mad about is the unethical policy they have that AFTER I sell the tickets AND I send the tickets to the buyer, I do not get my money back until AFTER 4 months of waiting until the event takes place when it was supposed to take place next week. We can't go to the event in May, and them trying to withhold the payment for 4 months after I sell the tickets and send them to the buyer and do my part seems extremely shady and unethical to me. Them telling me that they can't refund the money, even though they are say they withhold the money from the seller to ensure that the buyer gets the ticket and nothing goes wrong with the event. Theoretically, from that point of view the money from where I bought the tickets from the other seller should still be withheld and the seller should have never received it, meaning there should be some sort of refund available. It just doesn't make any sense to me waiting 4 months for payment when I upheld my part of the deal of selling the tickets, it seems extremely unethical and shady to me. Yet they explained after being on the p

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond to ****** Pottss 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 my review, **************' event has encountered a reschedule, a situation beyond our control. According to our diligent investigation, this adjustment was made by the event organizers. In alignment with StubHub policy, events that have been postponed or rescheduled, yet retain the validity of the original tickets, unfortunately do not qualify for a refund or site credit.
  
  Addressing the concern of relisting or selling, our seller policies clearly articulate, "Sellers will typically receive payments within five (5) business days (on occasion, it might take longer) following the event." For ************** to attain the payment from a successful sale on our platform, it will be processed after the event concludes. This protocol aligns with the terms and conditions agreed upon when listing tickets for sale on the StubHub platform.
  
  Regrettably, exceptions cannot be made to this policy. We understand the inconvenience this may cause and appreciate your understanding of our commitment to maintaining a fair and consistent experience for all users.   
  
  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