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:10/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased tickets from Ticketmaster to a comedy show on two different nights accidentally (Friday and Saturday). I had listed the the Saturday ticket on StubHub to sell about a month before the event. The week of the event arrived and I had received no notification or money from StubHub and assumed the ticket would not sell. I was asked to work on Friday and decided I would go to the Saturday show. Friday afternoon I was finally notified by StubHub that my ticket had sold weeks ago. I attempted to contact the buyer without success and informed StubHub that I would not be going through with the sale. Instead of refunding the buyer the money they had given to StubHub they charged me to pay the refund and pocketed the money for themselves.

  Business Response

  Date: 10/16/2023

  Thank you for the opportunity to respond to ********************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 
   
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
    
  When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee.  
    
  In reference to ********************** complaint, ***************************** failed to deliver his ticket to his buyer as listed. ***************************** did not fulfill his transaction. StubHub needed to make this right with his buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, ***************************** was not paid for the transactions (he did not deliver the tickets) and he was held liable for 100% of the costs we incurred per the sellers policies which they agreed to when listing their tickets for sale.  
    
  We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, ***************************** is responsible for listing his tickets correctly and fulfilling his orders as listed. The charge they have received is valid and cannot be reversed nor reduced. 
    
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
    
  Sincerely, 
    
  *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 10/16/2023

  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]

  The very idea that StubHub incurred $112.50 in costs from this transaction is ludicrous. They simply refunded the money that the buyer had given them. Second this was failure of StubHub to notify me of the sale in a timely manner. Had I known in the several weeks in between the sale and the first notification I got (24 hours before the event), I would have gladly delivered the ticket and went to the Friday show which I also had a ticket for.  I reached out to the buyer as soon as I got notification of the sale to offer my Friday ticket at a lower price but did not hear back from them as this was very last minute. There is no reason for StubHub to profit $122.50 from this deal where they did nothing but s**** up this transaction  

   

   

   

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

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

  Business Response

  Date: 10/17/2023

  Thank you for the opportunity to respond to ********************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 
    
  ***************************** did not send his ticket to his customer as specified, as was indicated in the previous response to his complaint. ***************************** failed to complete the deal. Under the rules of our User Agreement and FanProtect Guarantee, StubHub was required to make this right with his customer. As a result, ***************************** did not receive payment for the transactions (he did not deliver the tickets), and as per the terms of the sellers' policies, which they accepted when they listed their tickets for sale, he was held entirely responsible. StubHub considers 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: 10/17/2023

  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 

   

   Their response again ignores the fact that they received the $112.50 from the buyer and kept it, but they expect me to pay the refund  

   

   

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

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

• Initial Complaint

  Date:10/14/2023

  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 purchased tickets for the Washington Capitals v. ********* Penguins 10/13/23 *** game via StubHub. The tickets I purchased were NOT the tickets that were delivered. The tickets I purchased were for "Suite ***". The tickets that were delivered were for "Party Suite ***." While these may seem like similar sections, they are distinct and considerably different in numerous key respects that affect the value of the ticket, including -- sight lines, amenities, availability and quality of seats, etc. I was required to stand for the entire game in "party section ***" whereas "Suite ***" has guaranteed seating in extra wide leather seats. This was deceptive and a complete misrepresentation by the StubHub seller. I contacted StubHub both when the problem was discovered during the game and afterwards. StubHub agrees and concedes that the tickets I received were not the tickets I purchased. However, their offered remedy is not nearly sufficient. StubHub has offered a 25% refund of my purchase price in the form of a coupon for a future purchase on StubHub. This proposed remedy is not sufficient in two regards. First, the difference in value between the tickets I purchased and the tickets I received is significantly more than the value of a 25% coupon. Second, to realize this remedy, even at the diminished value, I would be forced to purchase tickets through StubHub again. In light of the experience detailed in this comment, I have zero faith in StubHub's ability to deliver the actual ticket sold and do not believe I should be forced to do business with them again as a remedy for their previous fraudulent and deceptive practice. I am seeking a full refund in the amount of $395.13. Thank you.

  Business Response

  Date: 10/17/2023

  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 the Buyers complaint, I can confirm that ************ was contacted 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 ***********************

  Customer Answer

  Date: 10/18/2023

  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:10/13/2023

  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.

  Sold 2 tickets to ************** @ ***************** on 9/10. Transferred on 9/10 to the buyer. Buyer never accepted tickets. On 9/20 the buyer requested them to be transferred again. I sent the tickets again on that day. Two days later they were still not accepted. I called Stubhub with concerns about the buyer not accepting tickets. Stubhub confirmed the transfer with me for the second time. ******* from Stubhub confirmed with me everything is good to go. The ticket sale was for $855, so I was very concerned and they told me everything was okay. 2 hours before the game was supposed to start I received an email the order was cancelled because I did not deliver tickets. No one called me, or anything. I immediately called to find out why. ******* told me the buyer should not have been able to cancel and reached out to her supervisor. They escalated it to another supervisor for a final determination. There was still 2 hours before kickoff to this hot event. ******* told me to just leave them the way they were transferred to the buyer. It has been 3 weeks since the event (5 weeks from the sale) and I have still not been paid! They continue to tell me that it is under review. I have sent multiple screenshots of the transfer, plus I have emails confirming the transfers. Stubhub has a guarantee as long as tickets are transferred, then the seller will be paid. They are still showing in my Cardinals account as being transferred to the buyer. Order number was *********.

  Business Response

  Date: 10/14/2023

  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 

• Initial Complaint

  Date:10/13/2023

  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.

  Purchased a ticket to a ********** football game on Wednesday October 11th. Ticket was not received so I reached out to stub hub over the phone. I waited on hold for a half hour and decided to directly call the venue (********** ticket office). I asked the ticket office about the section and location from the listing and asked whether there was a specific step needed to obtain the mobile ticket. ********** informed me that the ticket is in a club section of the stadium that is not allowed to be resold on any reseller site and I would not be allowed in. I immediately called stub hub to explain. Stub hub asked for an email confirmation from the venue and I asked if they could call and speak directly to the venue. The stubhub representative placed me on hold and called, then confirmed that the venue communicated that the ticket is a part of the **** club and is not allowed to be resold. After confirming, the stub hub representative placed me on hold to process the refund with his supervisor, then hung up the phone. I called back, waited on a long hold, and spoke to a supervisor who stated that stub hub wouldn't process the refund and claimed that they cannot contact a venue directly. I explained that the previous representative did contact the venue and was informed about the prohibited resell. He placed me on hold and said he would listen to the call, then the call was disconnected.

  Customer Answer

  Date: 10/13/2023

  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:10/13/2023

  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 decided to sell event tickets on their platform for the first time after my wife an I were unable to attend an upcoming event. I was selling 2 tickets.An issue occurred in their system where Ticket #1 was delivered to 2 separate buyers. The 2nd order was cancelled, but they were able to see that buyer #2 had opened and downloaded the tickets. To ensure that buyer #1 was able to attend the event, they decided to swap the tickets out with the 2nd set of tickets and cancel the 2nd tickets altogether.Upon doing that, they promised that because of the error in their delivery StubHub would pay me for the 2nd set of tickets and I should see the payment for both tickets in my account after the event.I've received payment for the 1st set of tickets, but not the 2nd set that they promised to cover. I called in to their support and they are now telling me that they don't issue payment for cancelled tickets, the only "promise" they made was to reverse the penalty fee that I was charged for cancelled tickets. The indicate that "the team" that can make those decisions did not promise payment and that only "that team" can make those types of calls, that a support rep or a team lead cannot. "That team" is an "email only" team that has no contact information and can only be contacted internally by their support reps.I told the rep that clearly the notes on the orders are inadequate because it took her a while to understand the circumstances and I prefer that they pull the call that I had with them because I'm not allowed to speak to them to explain it. They said all they can do is "escalate" it to "that team" and I will hear back via email with no expected timeframe. Stubhub is committing Fraud by Inducement --- they misinformed or lied to me about covering the payment and are now making it unnecessarily difficult to speak to someone about it.

  Business Response

  Date: 10/14/2023

  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: 10/16/2023

  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:10/13/2023

  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 sold a pair of tickets on Stub Hub (Order# *********) and transferred the tickets to the buyer immediately. Despite this, Stub Hub has still not paid me for this sale, even charging me a fee for the sale before reversing it. The concert happened two months ago and everytime I call them, I either get placed on long hold times or simply get no resolution from the agents. $133.20 is what I am owed by Stub Hub for this sale.

  Business Response

  Date: 10/13/2023

  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 ************************* contacted us directly and the issue has been resolved. ************************* will need to wait 5-8 business days from 10/12/2023 to receive his payment. 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: 10/15/2023

  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 have been told multiple times before by Stub Hub that my payment was on its way.  If in fact I do receive payment in 5-8 business days Ill happily close this complaint though.

   

   

   

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

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

  Business Response

  Date: 01/03/2024

  ******************** 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.  
    
  Regarding the complaint filed about the transaction on StubHub, we have conducted a thorough review and consider the matter resolved following our established procedures and policies. ************************* has been appropriately compensated, and all necessary steps have been taken to address the issue. For any ***************** queries or clarifications, we advise ************************* to reach out to his financial institution. We apologize for any inconvenience that this has caused.   
     
  I appreciate 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: 01/03/2024

  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]

   

  The fact that I had to open this complaint and call Stub Hub many times to simply get the money back that I was owed was incredibly frustrating as a one-time loyal customer.  Until Im compensated for all of that time, I wont be satisfied.

   

   

   

   

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

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

• Initial Complaint

  Date:10/13/2023

  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.

  Ordered 2 tickets for Deathgrips concert for Sep 20, 2023 from Stubhub on Dec 9, 2022 for $210.62 Shorty thereafter the venue was changed and I asked to cancel my order but was told I was not allowed to do so before seeing if other tickets were made available. I did not hear from Stubhub until I reached out a couple of days before the concert and was eventually told the day before that they could provide general audience tickets instead and I declined as that is not what I paid for so I asked for a full refund.They agreed and said it would take 5-8 business days to process. I waited and reached out again, and again was told I would need to wait another 5-8 business days. I reached out a third time and was told AGAIN that I would need to wait another 5-8 business days. At this point I feel like they are playing games and I just want a full refund. Below is a copy of the latest transcript I had with Stubhub on 10/9.Chat started 10/9/2023, 9:34:00 AM You sent at 09:43 AM Hi, I still haven't received a refund for my order and it's getting really frustrating ****** You sent at 09:43 AM ORDER NUMBER: ********* ********************* sent at 09:46 AM 'm sorry to hear about your experience. I would be happy to take a look at this for you.********************* sent at 09:47 AM Please provide your full name.****** You sent at 09:49 AM ***************************** ********************* sent at 09:49 AM Thanks!********************* sent at 09:56 AM **** * **** ****** ** **** **** *** *** *** *** ******** **** *** **** *** ***** ******* ** ** **** ** ****** **** ** *** *** *** **** **************************** **** ** ***** ** ****** ***** *** ***** ******* *** *** ******* ******* ** *** **** ******** ******* ** *** ****** ****** ** ******* *********** ******* ***** *** ******** ** ** *** *** ******* *** *** ********** ** *** **** **** ************* You sent at 10:03 AM thank you but when will the refund go through? they keep pushing it out ********************* sent at 10:04 AM Once process now. It should take 5-8 days to fully process

  Business Response

  Date: 10/14/2023

  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 who sets their own prices for the tickets listed.    
  
  We can see that *** *************;has an open chargeback on his order, which must either be dropped by him or resolved in StubHubs favor. Once this has been done and proof of such has been provided to StubHub, this issue can be investigated further. At that point, we would be glad to process the refund which they are *********** receive. I apologize for any inconvenience that ******************** has experienced. 
  
  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: 10/15/2023

  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: Answer Here]

   

  I do not have an open charge back. I tried to go through my credit card company (PayPal) to dispute the charge but since its been more than 6 months they can not do anything and closed the case. Im still waiting for stub hub to process my refund which they have not done to this point (after 3 separate times reaching out to them).

   

   

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

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

  Customer Answer

  Date: 10/19/2023

  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:

  There is NO open chargeback. Paypal closed the case as it was passed their 6 month limit for disputes. Reading the reviews on the apple app store, this seems to be a common occurrence and has the makings of a class action lawsuit. This is unfair and deceptive practices and I want my money back.

   

   

   

   

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

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

  Business Response

  Date: 01/03/2024

  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, we were able to confirm the chargeback for this order has been dropped or won in StubHubs favor, because of this I was able to process a full refund in accordance with the FanProtect Guarantee and the policies that ******************** agreed to at the time of his purchase. ******************** 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 

• Initial Complaint

  Date:10/13/2023

  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 ordered tickets for a concert from StubHub using my PayPal account. I had contacted StubHub a few days before the show informing them I had not received any further information concerning the tickets. I chatted with someone on their website...they requested the email I used for the order....I could not remember which of my 3 emails I used...so I gave them all ****they said they showed no order on any of the email addresses! This is impossible as StubHub had no issue at all taking the money out of my PayPal! In other words they have my money and I did not receive the tickets! How they can't seem to look up an account with my name especially again since they had already taken the money out is beyond me!

  Customer Answer

  Date: 10/13/2023

  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:10/11/2023

  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.

  Paid for a ticket for the *********************** Concert in ***** for 10/26/23, on 9/12/2023. Was promised the ticket was instant delivery. Ticket was originally $56, StubHub added extras fees all the way to $92. Talk about ripping people off. After 30 days, the legal period in ***** that a merchant should make the product available, I call in and they tell me that Ill get my ticket on the day of the concert. Huh? So why did you take my money instead of holding it? Q.Who has the ticket? A. The owner has the ticket and will send it to me. Q. Who has my money?A. StubHub. Q.Can I get my money then since you cant give me the ticket after 30 days?A. No. All sales are final. Q. I thought a sale is when the client has the product, and the merchant has money in exchange for the product, thats what is considered a sale? Q. No. According to StubHub, a sale is when they receive your money, they can give you their merchant any time they like.These were the words of ****************** who dealt with my case # ******** This is fraud. I have no words.So I ask for a supervisor and I am Let know that she is the highest authority I can deal with, other than that, she can give me the mail address to the corporate office, since they dont have a phone number.StubHub is a company with no credibility as far as financials, they are fraudulent in their dealings , untruthful and deceptive. They should be investigated of fraud, false advertising and theft.

  Business Response

  Date: 10/12/2023

  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.  
  
  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: 10/13/2023

  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]

   The company StubHub is using deceptive language. You cant say All sales are final with the consumer  not having the product, but the merchant has the money. Thats is not a sale. Their advice to resale tickets that I do not have and dont know when I will receive is encouraging me to participate in their fraud. 

   

   

   

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

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

  Business Response

  Date: 10/13/2023

  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 ******************************************** 
  
  A stated in the prior response, 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, **************** has the option to either relist their tickets or use them, as he is not eligible to receive a refund or any other form of compensation. StubHub considers 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
  
  

• Initial Complaint

  Date:10/11/2023

  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.

  The front floor section is Standing Room only. Stubhub has it as reserved, thus pit tickets are not mapping at all. I've sent messages - THREE times - via inventory manager. Unfortunately the employees in that department don't seem to care about fixing it.******************************************************************************************************************** *********************************************************************************************

  Business Response

  Date: 10/12/2023

  Thank you for the opportunity to respond to *************************** complaint,BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement can be found on our website at ********************************
  
  Reviewing this case, I see our event page for the event cites has tickets in this section marked as general admission, not as reserved seats. I can also confirm our specialized team did receive communication from **************** about the event page and he was sent an acknowledgement that it was being reviewed. All cases submitted to our team will be reviewed as they are received depending on their urgency and when they were submitted. If I can be of any further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub Executive Customer Care 

  Customer Answer

  Date: 10/12/2023

  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 contacted the maps team THREE times. NOTHING was done. I then emailed my account rep, then "yourfeedbackmatters," then called Stubhub.

  After reaching out to Stubhub SIX times, the mapping team finally took accountability.

  The lack of professionalism from the mapping team is extraordinary.

   

   

   

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

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

  Business Response

  Date: 10/13/2023

  Thank you for the opportunity to respond to *************************** complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement can be found on our website at ******************************** 
   
  In researching and considering ***************************** recent experiences with the mapping issue and listing his tickets, StubHub extends its sincere apologies for any inconvenience and frustration caused. I can confirm that ************************* was contacted directly and the issue has been resolved. The significance of a smooth and professional interaction for our fans is well understood, and we regret any disruption ************************* may have encountered. 
  

  
  Sincerely, 
   
  *** ** 
  StubHub Executive Customer Care