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:05/07/2025

  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.

  Ive been selling tickets with this company for a while now. I reached almost 10k in payments and Stubhub suddenly locks my account. I reach out to them, Ive been fully cooperate with them. Still account has not been unlocked. Reached out to customer support they said, customer had complaint on one order. I sent trust and safety proofs of receipt, purchase and tickets being valid/ delivered. Still account has not been unlocked. I have fulfilled every single order with this company. They even locked my account with 2k+ payments pending.

  Business Response

  Date: 05/15/2025

  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 he is considered high-risk by our Trust and Safety team, and unable to use our site or services. It is well within the rights of StubHub as a private company to limit or ban any high-risk user from our site,temporarily or permanently. We will not be granting use of our site and services to ******* ********* 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 Executive Customer Care
  

  Customer Answer

  Date: 05/15/2025

  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 still have not received my payments that this company owes me.

   

   

   

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

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

  Business Response

  Date: 05/28/2025

  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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We can confirm to *** ******* ********* that the case has been reviewed by our responsible department, as previously informed to *** ******* *********, and for security reasons *** ******* *********** account has been classified as a high risk account by our Trust and Safety team. Therefore, *** ******* *********** account will remain inactive, and any pending payments will also not be made, as *** ******* *********** account has been considered a high risk account, and therefore, sales made on this account are not considered valid, according to our terms and conditions.
  
  This information has already been passed on to *** ******* *********, we regret the situation but this situation is irrevocable and irreversible.
  
  We thank *** ******* ********* for his understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 05/30/2025

  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]

  All of my sales are valid, this company has scammed me out my payments. They have paid me out a total of ******* with a remainder of ******** left to be paid out. All of the customers have attended the events with no issues what so ever, I need to receive the rest of my payments as I have spent hard earned money on these. 

   

   

   

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

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

• Initial Complaint

  Date:05/07/2025

  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.

  To Whom It May Concern,I am writing to formally report a case of deceptive business practices by Stubhub.com. On May 6th, I purchased tickets through Stubhub.com for the May 6th 7:00 PM performance of *Vanya* at the ***************************** in ********. All promotional materials on Stubhub explicitly advertised ****** ****** renowned actor and the sole headlineras the performer. Based on this representation, I paid $300 USD for the ticket. However, upon attending the event, I discovered that the entire performance featured an unknown female actress instead of ****** *****. Shockingly, *** ***** did not appear at any point during the show. This constitutes blatant fraud. When I inquired with theater staff, I was informed that this specific performance had been recast with the aforementioned actress, with tickets priced at only $40 USD. **Neither Stubhub nor the theaters official website provided prior notification of this critical cast change.**To this day, promotional materials across platforms continue to exclusively feature ****** Scotts name, image, and billing as the sole performer. My subsequent attempts to resolve this matter with Stubhub escalated into a deeply distressing three-hour ordeal marked by systemic negligence and unprofessional conduct(details in the supporting documents).This is not merely a case of false advertising but a calculated act of fraud.I demand: - Full reimbursement of the $300 USD paid for this transaction. - Compensation for the emotional distress caused by Stubhubs malicious obstruction of resolution. - Immediate corrective action by ************************ to hold Stubhub accountable and prevent further exploitation of consumers. Attached are screenshots of Stubhubs promotional materials, purchase confirmation and so on. **As a consumer, I now question the fundamental legitimacy of Stubhubs operations.** Urgent intervention is required to address this predatory behavior. Sincerely, ****** *** Email: *********************

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to respond to ***** ***`s 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, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry.Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  After a thorough review of ***** **** StubHub account and the transaction in question, we can confirm that the tickets purchased were delivered to the buyer as described at the time of sale.
  

  As a ticket marketplace, StubHub facilitates the exchange between buyers and sellers, but we do not own or issue the tickets ourselves. Therefore, we do not have control over any changes, cancellations, or rescheduling made by event organizers after the sale has been completed.
  

  While we understand any frustration caused by changes to an event, such changes are outside of StubHub's control. When such issues occur, we work to assist our customers in accordance with our policies and the event organizers terms.
  

  We appreciate the opportunity to address this matter and are committed to providing a transparent and supportive experience for our users.
  
  
  Sincerely,
  ***** *.                                                                                                                                                                    

  Executive Customer Care

  Customer Answer

  Date: 05/18/2025

  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]

   This formal notice outlines Stubhubs failure to address fraudulent seller practices and platform negligence in my May 6 Vanya ticket purchase.

  
  1. Sellers Fraudulent Conduct
  Non-Compliant Ticket Delivery: The seller provided only a barcode screenshot (attached), which:
  Contained no event details: No performer names, pricing tiers, or cast disclosures.
  Contradicted advertised terms: Your platform explicitly promoted ****** ***** as the sole performer for this event.
  Exploitation of Information Asymmetry: Theater staff confirmed that **all tickets for understudy performances (like the May 6 show) were uniformly priced at $40**, whereas performances featuring ****** ***** followed **tiered pricing (ranging from $200 to $500+)** based on seating. **By providing only a barcode screenshot**, the seller deliberately concealed this critical context, misleading me into paying $242.55 for a $40-value ticket.  
  
  2. Stubhubs Breach of Platform Obligations
  Complicity in Fraud: Your role is not passive:
  Profit-Driven Negligence: You collected $53.69 in fees (18% of total), yet:
  Failed to enforce seller compliance with event detail disclosure (per your Terms of Use, Section 3.2).
  Ignored blatant price manipulation (242.55vs.40 actual value).
  Post-Transaction Obstruction: Your agents:
  Dismissed evidence of the sellers incomplete ticket (attached).
  Refused to acknowledge your promotional materials direct influence on pricing (****** ***** was the sole sales incentive).
  Demands
  Full refund of **296.24**(including53.69 fees).
  
  Attached Evidence:
  Sellers barcode-only ticket screenshot
  
  The responsibility to resolve this now rests entirely with Stubhub.
  
  Sincerely,
  ****** ***

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to *** ***** *** s 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, concerts, 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 purchase 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 buyer's 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 ********************************************************;

  
  *** ***** **i is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** ***** *** agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described. 
  
  
  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:05/07/2025

  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 for 2 tickets erroneously through Stubhub (order #*********). I then made another listing to sell said tickets (order #*********). Time passed and the tickets from order **** never came. Now because of Stubhub's fan protection policy, I was able to get a refund because those tickets were never released to me. However, because I couldn't fulfill the sale of those 2 tickets to order 1640, I was charged a $160 penalty fee. I feel as those this should be refunded because I could not get the tickets in the first place. Furthermore, Stubhub willingly let me create a listing for those 2 tickets knowing they weren't in my possession yet. I would like a refund of that $160.00 penalty fee.

  Business Response

  Date: 05/11/2025

  Thank you for the opportunity to respond to *** ********* **** complaints, 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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  The complaint submitted by ************************** currently under review by the appropriate team. It should be noted that the Charge Reversals team has recently implemented a new dispute resolution process, and the estimated timeframe for resolution is currently 30 to 45 days.
  
  Should any updates become available prior to that period, the team will reach out to *** **** directly. StubHub want to extends its appreciation to *** ********* **** for his understanding and patience during this process.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  TRANSACTION DATE WAS 4/2/25 EVENT WAS TO TAKE PLACE 4/11/25 EVENT WAS CANCELLED BACK IN MARCH AND STUB HUB APPARENTLY NOT AWARE AND ALLOWING SELLERS TO SELL TICKETS. APRIL 6TH I CALLED THE ***************** AND WAS TOLD THAT THE EVENT WAS IN FACT CANCELLED AND THAT THEY HAD REFUNDED PEOPLE BACK IN MARCH. SO THE SELLER HAD RECEIVED A REFUND ALREADY. I IMMEDIATELY CALLED STUB HUB AND WAS ADVISED I WOULD RECEIVE A REFUND AND TO WAIT ON EMAIL. APRIL 9 I CALLED STUB AND SPOKE WITH ESCARLETH WHO CALLED AND CONFIRMED THE EVENT WAS CANCELLED AGAIN AND CONFIRMED AND SHE WAS ESCALATING TO A TEAM TO ISSUE MY REFUND. HERE IT IT MAY 6 SEVERAL WEEKS LATER AND AT LEAST 6 CALLS INTO STUB HUB LATER BEING TOLD MY REFUND IS PROCESSING AND I STILL DO NOT HAVE IT.

  Business Response

  Date: 05/18/2025

  Thank you for the opportunity to respond to *** ******* ********, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre 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 cancelled 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 reviewing the order related to this complaint, we see that  *** ******* has already reached out to our support team through our website.  Please rest assured that our team is actively reviewing the matter, and we will be in touch with an update as soon as possible.
  
  Thank you for the opportunity to clarify StubHubs policies. Should you have any further questions or need assistance, please don't hesitate to reach out through our *********** by accessing your StubHub account. Were here to help!
  
  Sincerely
  
  ******** ** 
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 05/18/2025

  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 understand the policy however as shown in my evidence provided to Stubhub customer service team/ *********************** escalations team and online the event was cancelled and confirmed. Per STUBHUBS policy my refund should have been issued by now. If the event was confirmed cancelled by your Stubhubs representatives in the beginning of and the event date wa April 11th why is it almost June and I dont have my refund processed? There is nothing left to review or investigate. Process my refund and release my funds is the only resolution. Stubhubs team clearly is not processing a refund for 6 weeks thats absurd! 

   

   

   

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

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

  Business Response

  Date: 06/06/2025

  Thank you for the opportunity to respond to *** ******* ********, 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, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  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 for the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Upon reviewing the order associated with this complaint, we can confirm that *** ******* ********* case has been escalated to the relevant department. Our team will be reaching out to him directly to address the matter.
  
  We kindly ask for *** ********* patience while our team works on his case, and we thank him for his understanding in this matter.
  
  Sincerely,
  ******* *.
  Executive Customer Care
  
  

  Customer Answer

  Date: 06/06/2025

  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]

  ******** from the EXECUTIVE **** how patient should I be? This has been going on since April. Every response you post here says the same thing . That you have escalated the issue and will reach out to me, which is a lie. You have not contacted me and my issue is still not resolved and it is now JUNE. Seems very much like a scam, what business takes months to resolve an issue concerning a refund for an event that never took place? What is the problem? Several of your representatives already confirmed with Fox theater that the event was cancelled and they had refunded customers, so why hasnt **********************. Your next response needs to be about a refund or a credit to my stub hub account. 

   

   

   

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

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

• Initial Complaint

  Date:05/06/2025

  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.

  StubHub refuses to stand behind their guarantee. Tickets were purchased for a concert. Upon the start of the concert over half of the stage and the majority of the catwalk were blocked from view. I have multiple photos and videos to verify, and some have been submitted and it was acknowledged by representative on phone. I also have screenshots of the time I made original contact (IMMEDIATELY AFTER THE CONCERT FROM THE CAR!), what direction I was given, and a screenshot of the error message that came up saying the site was down (also have screen shots) multiple times when I tried to submit pics of our restricted view as directed by chat immediately after the event. Finally called and was told that since its two days later theres nothing they can do. I was told that I needed to contact PRIOR to event. The issue was a restricted view with NO disclosure at time of purchase! How would anyone know PRIOR to an event? When I pointed out to the lady on the phone, that their Global User Agreement is a legal contract, and there is NOTHING stated that aligned with what she said, she hung up on me?????. I get free legal advice through my union I believe and will be reaching out to an attorney. Smells like there needs to be a class action. They sent me 25% of the purchase price in a coupon for future tickets. Its worthless, unless StubHub stands by their guarantee to buyers, I will never utilize them.

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to  *** ******** ****** complaints, 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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Upon review of the complaint submitted by *** ******** ******, the company would like to extend a sincere apology for the inconvenience she experienced. Although a full refund cannot be provided in accordance with the companys policywhich states that all sales are final*** ****** has been issued a 25% voucher as a gesture of goodwill in recognition of the customer service issue.
  It is noted that the concern was not reported until after the event had taken place, which limited the options available for resolution. The company appreciates *** ******* understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 05/19/2025

  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:

  It was in NO WAY possible to know that we would have a restricted view prior to the event. The only way to know was once we were in our seats. In the commotion and noise of a major concert, it also was not feasible to compose an email, or contact anyone from our seats. I reached out IMMEDIATELY afterward..from the parking lot in fact. The 25% off future tickets has not been used. This response is unacceptable. Its kind of like a restaurant saying they wont fix food because you didnt say anything before it got to the table, or finding a sealed box was missing parts and a store not returning it because you didnt notice before you opened the box. It makes no sense at all.

   

   

   

   

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

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

  Customer Answer

  Date: 06/06/2025

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

  The most recent response from Stub Hub is a BLATANT lie. I have not been contacted directly since the original complaint was filed, and the issue has not been resolved. WHAT NERVE! 

   

   

   

   

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

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

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to *** ******** ******`s complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre 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 cancelled 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 reviewing the order related to this complaint, we can confirm that *** ******** ****** contacted our support team directly through our website regarding this issue. The case was promptly escalated to the appropriate team for a thorough review of the order and account details.
  
  We fully understand and acknowledge the frustration *** ****** experienced while using StubHub. Please know that this is not the experience we aim to provide our customers.
  
  After carefully reviewing the purchase in question, we confirm that the tickets were valid and exactly as listed at the time of purchase. If a ticket has an obstructed view, this information is clearly indicated on the ticket itself. In this case, there was no disclosure from the event organizer regarding any obstruction, and therefore the tickets were issued correctly.
  
  Additionally, its important to note that the issue was reported only after the event had taken place, and there was no indication of an error or fault on StubHubs part. Nonetheless, we took *** ******* concerns seriously and addressed them in line with StubHubs Terms and Conditions and FanProtect Guarantee. As a gesture of goodwill, a voucher was issued to ******************************** requires further assistance, we strongly recommend reaching out to StubHub directly, as the Better Business Bureau is not an official support channel for our platform. He can contact our team at any time through the *********** by logging into his StubHub account.
  
  Thank you for the opportunity to clarify this matter. Should you need any additional support, please dont hesitate to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:05/06/2025

  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 purchased tickets on StubHub 5/17/24 for $380 for a concert in Oct 2024. The concert was rescheduled to 5/2/25. We were unable to attend so we resold tickets on StubHub, posting for resale on 3/21. Tickets were sold on StubHub on 3/23 for $405. I had issues with verifying that tickets had transferred appropriately so I called the support line for StubHub after over a hour long conversation and a few emails back and forth to make sure my question were being understood, the person from the support line told me that everything had been transferred completely, and I would not need to anything further I would receive the money from the buyer after the event was completed. On 5/5/25 I was charged 450 more dollars by StubHub and sent an email stating that it was because I had not appropriately transferred the tickets. So now StubHub is charging me close to $850 for tickets for an event that I did not attend. In addition to me trying to rectify getting the tickets transferred appropriately. I did my due diligence to make sure everything was right on my end so that I would get proper reimbursement for my original purchase price. I contacted StubHub again today (another hour + call) only to be told I would have to file a dispute with them via email. I have completed this dispute via email however they have said it would take up to 45 days for this to be rectified. $850 is not something to be taken lightly.

  Business Response

  Date: 05/18/2025

  Thank you for the opportunity to respond to ********************* complaint, BBB case #********. I sincerely apologize for her experience.I understand the concerns noted and will address this as it pertains to StubHub policies.   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  
  
  
   By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** 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 ******************************************* 
  
  
  After reviewing *** ********* complaint, we can confirm that the charge in question was valid and applied in accordance with the policies she agreed to at the time of her sale. The order was canceled after the buyer reported that they had not received their tickets. Upon investigation, it was confirmed that the ticket transfer had been canceled prior to being accepted by the buyer. However, we understand that *** ******** has contacted StubHub to dispute the charge, and it is now under review by the relevant department. Please note that this department has recently implemented a new dispute resolution process, and the current review timeline is approximately 30 to 45 days. Should any updates become available before that timeframe, we will reach out to *** ******** directly.
  
  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: 05/21/2025

  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]

  Thank you for the response. I understand  this policy/agreement. The reason I contacted Stub Hub prior to the event was for help on the transfer of the ticket and was told everything on my end was completed and I was no longer needed to do anything further. The fact that I am being charged not only for the tickets but an additional $400 is absolutely poor business on Stub hubs efforts. I did my due diligence of trying to get help and was told I had completed all items appropriately. Do not respond with policy again, your business ethics are poor and lacking morals. Please tell me why I would not appropriately try to transfer tickets? I can promise you, I do not have $800 just lying around for me to be punished for a policy/agreement I tried to abide by.

   

   

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

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

  Business Response

  Date: 05/29/2025

  Thank you for the opportunity to respond to *** ******* ******** s BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our website. When buyers place an order for tickets, they purchase 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 buyer's 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 ********************************************************************;

  
  I apologize that *** ******* ******** recent experience with StubHub fell short of her expectations. 
  Our team is actively reviewing the information *** ******* ******** provided and will be in touch with her to promptly address her concerns. 
  We are committed to resolving *** ******* ******** issue as quickly as possible. *** ******* ******** satisfaction is our priority; thank you for her patience and understanding. 
  
  
  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:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 3 tickets via stubhub on April 26th , 2025 for an event taking place In ********* The tickets were successfully transferred to the buyer and I received the confirmation email that everything went correctly and that I would be paid in 5-8 business days after the event took place. Was emailed and informed by STUBHUB representatives that they had All the correct information from my Bank account and Debt Card to make the Deposit of my Funds from the Sale. The Funds Never Came ! I have contacted stubhub several times to try and get an and explanation and resolution and they continue you push back saying an internal investigation is happening and I will be contacted once it is completed. Upon my latest call they have said the Money will be Deposited and that they received my email proving that they received the right Bank information and SS# was also updated . The supervisor Said that STUBHUB POLICY is that they HOLD MY MONEY for a Additional 3 Weeks Before Releasing it to me and they will not provide contact information to me for anyone that can provide me any further details in *******. All of their agents are trained and are Located Out of the country Like Nicagarera a. At this point it appears Stubhub has STOLEN MY MONEY from me that I am owed. I sold 3 ticketS, it was transferred correctly, I should be paid. This is unacceptable and I will take further action if I am not paid. I wished that I had researched them on Here BBB Better Business Bureau with Over 7000 complaints All relating to the same issues of not getting Paid Money owed by STUBHUB or traveling buying plane tickets and ************** rooms to go to a concert with the TICKETS THAT THEY BOUGHT FROM STUBHUB only to be turned away and not let into the show. or the show was Canceled and NO MONEYS WERE REFUNDED BY STUBHUB ! Unbelievable How they can get away with this in ******* and Have our social security numbers and ALL OF OUR INFORMATION!

  Business Response

  Date: 05/11/2025

  Thank you for the opportunity to respond to *** ******* ********** complaints, 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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  Following our review of *********************** complaint, we confirm that, as of May 9, 2025, a refund has been processed to the payment method he provided. The funds should be received within 7 business days.
  We sincerely apologize for the inconvenience *** ********** experienced and for any delays in resolving this matter. We appreciate his patience and understanding throughout the process.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

• Initial Complaint

  Date:05/06/2025

  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 recently purchased tickets for a Hippie ************** Feet concert via StubHub (Order #*********). Due to a cancellation by Live Nation on February 28, I immediately contacted StubHub that same day to request a cancellation and notify the buyer. I was assured that because I had not received payment for the transaction, I would not incur any charges. StubHub requested proof of the cancellation, which I submitted promptly. Despite this, two months later, I was unexpectedly notified that my sale did not go through and that I would be charged a seller fee. This issue appears to be the result of StubHub's internal mismanagement, as I followed all the correct procedures and was assured I would not be charged. I am seeking assistance from the BBB to hold StubHub accountable and ensure they adhere to fair business practices.

  Business Response

  Date: 05/11/2025

  Thank you for the opportunity to respond to *** ******* ****** complaints, 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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  Following a review of ******************* complaint, StubHub would like to extend its sincere apologies for the customer service experience he encountered. His concerns have been escalated to the appropriate department for further investigation.
  *** ****** is kindly asked to allow 3045 days for a resolution. In the meantime, he is encouraged to check his email for additional information regarding his order.
  StubHub appreciates *** ******* patience and understanding during this process.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

  Customer Answer

  Date: 06/06/2025

  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:

  Dear *** *************** hope this email finds you well. I am writing to formally request the reopening of my complaint (ID #********* against StubHub, as the promised resolution timeframe has now nearly elapsed without a resolution.
  
  StubHub originally assured me that my dispute regarding sale #********* would be addressed within 30 to 45 days. However, it has been 38 days since I filed my dispute, and there has been no resolution or further meaningful communication from StubHub regarding the status. Given that the original ticket was canceled by Live Nation on February 28, 2025, and I promptly notified StubHub the same day, I find it unacceptable that I am still facing an unjustified charge months later.
  
  I understand that my initial complaint was closed because I had not responded to confirm whether the issue was resolved. This was because StubHub had not yet provided a resolution, despite claiming to escalate my case for review. Given that the estimated resolution period is nearly over and no refund has been issued, I request that BBB reopen my dispute so that StubHub can be held accountable for their obligations.
  
  Attached, you will find my communication history with StubHub detailing the issue. I appreciate your assistance in ensuring a fair resolution and look forward to your response.
  
  Best regards,
  ******* ****** 

   

   

   

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

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

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to *** ******* ****** complaints, 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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry.Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  
  Following a review of ******************* complaint, StubHub would like to extend its sincere apologies for the customer service experience he encountered. His concerns have been escalated to the appropriate department for further investigation.

  
  *** ****** dispute is still under review, StubHub appreciates ********** patience and understanding during this process.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  *****
  StubHub Executive Customer Care

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets from StubHub for a Broadway show. The original ticket link was broken, and despite multiple support attempts, I did not receive usable tickets until 4:55 AM the day of the event far too late to be reasonably used. I purchased replacement tickets after StubHub failed to deliver by my clearly stated deadline. StubHub has refused a refund, citing internal policy, despite failing to fulfill their service in a usable timeframe. I am requesting a full refund.

  Business Response

  Date: 05/18/2025

  Thank you for the opportunity to respond to *******************, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre 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 cancelled 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 *** ****** complaint, I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open. Once this chargeback status has been updated, we can investigate the account.
  
  Thank you for the opportunity to clarify StubHubs policies. Should you have any further questions or need assistance, please don't hesitate to reach out through our *********** by accessing your StubHub account. Were here to help!
  
  Sincerely
  
  ******** ** 
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29, 2025, I sold tickets to a ****** concert in ************ through StubHubs platform. After the event, the buyer disputed the tickets claiming they were fake. I provided StubHub with proof the tickets were valid and were never scanned. On April 1, 2025, StubHub confirmed my documentation was good, I would not be charged a penalty, and I would receive my payout of $137.70 within 5 business days. As of April 18, 2025, StubHub has not paid me and has no timeline for payment. Additionally, StubHub has indicated they may charge me the buyers cost ($137.70) if they dont rule in my favor, despite previously confirming my documentation was sufficient.

  Business Response

  Date: 05/12/2025

  
  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. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We can confirm that this case was thoroughly reviewed and that *** ****** *********** payment was processed. A confirmation email was sent on 08 May 2025, and the payment was issued via his default payment method within 5 business days from that date.
  
  We sincerely appreciate *** *********** patience and understanding, and we apologize for the delay in receiving this payment.
  
  If *** ********** still has any questions, we encourage him to contact our Help Centerour team will be more than happy to assist.
  
  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