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:07/30/2023

  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 ticket for a concert Nov. When I received the tickets the evening before the event, the tickets were not what I was expecting. StubHub promised a full ***************** my PayPal account to send refund to me.A couple days later I received a email saying my payment method failed so I then added my bank account information. This morning I received another email about a failed payment method. I then added my debit card information & contacted customer service once again. I asked the supervisor to send me an email with details of what we discussed. He sent an email but it was not very detailed just that the issue would be resolved.

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to respond to ********* ******* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports,concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller. 
  
  In researching ********* ******* complaint, I can confirm that ******************************* was contacted directly and the issue has been resolved. As stated to *******************************, please allow 5-8 business days to receive the 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: 08/04/2023

  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:

  The issue has not been resolved. It has been over a week since I first spoke with StubHub about the issue & have yet to receive a refund. I will not consider the issue resolved until the refund has cleared my bank account. 

   

   

   

   

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

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

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to ********* ******* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event.Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  In reviewing the order affiliated with this complaint, we were already able to process a full refund in accordance with the FanProtect Guarantee on August 29th, 2023 and the policies which *** ************ to at the time of her purchase. An email was sent confirming this refund transaction. **************** will receive this refund within 2-3 business days of todays date. We apologize for her 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: 09/08/2023

  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:07/29/2023

  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.

  Date of transaction: May 14, 2023 Ticket purchase via AXS app for Santa Fe Klan concert in ***********, ** at ************* for **** 25,Concert was postponed and I received a notice that I could be issued a refund if I could not attend the new concert date for **** 26. I thought tickets were purchased via AXS app but apparently "StubHub" a third party ticket seller, purchased the tickets and the transaction was via StubHub. I have submitted a refund inquiry rvia AXS who directed me to StubHub and who have informed me that the refund was impossible. Hence I am filing a complaint with the Better Business Bureau, as it is unfortunate that event tickets are sold via multiple sellers and deny refunds. It all seems like a scam. My order number via StubHub is #*********. I am seeking a refund for 7 tickets for a total of $795.72 purchased via **** credit card ending on ****. Please help me direct my complaint and prevent other future rip offs. Thank you!

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # ********. We sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************  
  
  In researching ***************************** purchase, I can see that her event had been rescheduled by the event organizers. ***************************** tickets were valid for entry on the new date confirmed by the event organizers. Per StubHub policy, postponed or rescheduled events where the original tickets are still valid are not eligible for a refund or site credit. 
  
  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: 08/04/2023

  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. I will be filing a complaint with AXS where the tickets were originally purchased. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/29/2023

  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 purchased tickets for a ************************* show in December of 2022. I cant access the tickets and have called 3 times and emailed 5 times.Stubhub will not respond. I want the tickets as they were a Christmas gift.Order number ********* Stubhub customer seeks basically non existent.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to *** Holders complaint, BBB case # ********. We sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
     
  In researching the ticket purchase made by *************, I can see that the order was delivered by the seller on 23-May-23. We understand that ************* has not received their order yet, and as such have sent this issue to a specialty team to contact their seller in order to have the tickets retransferred to them as soon as possible. ************* is protected by the StubHub FanProtect guarantee, and we will work with their seller to have these tickets delivered prior to the event. We apologize for *** Holders experience, and for the delay in resolving this issue, it is currently in the process of being resolved. 
    
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.  
    
  Sincerely, 
    
  *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 08/04/2023

  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 yet to receive any formal communication from Stubhub other than through BBB. Once the tickets are showing in my account I will consider it resolved.

   

   

   

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

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

  Customer Answer

  Date: 09/08/2023

  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:

  
  
  This issue is still not resolved. Still no progress and this has been going on almost 5 months.
  I received an email saying theyre working on it but thats it.
  

  
  

   

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

  Business Response

  Date: 09/08/2023

  Thank you for the opportunity to respond to *** Holders complaint, BBB case # ********. We sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes, Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
     
  As per our prior responses In researching the ticket purchase made by *************, I can see that the order was delivered by the seller on 23-May-23. We understand that ************* has not received their order yet, and as such have sent this issue to a specialty team to contact their seller in order to have the tickets retransferred to them as soon as possible. ************* is protected by the StubHub FanProtect guarantee, and we will work with their seller to have these tickets delivered prior to the event. We apologize for *** Holders experience, and for the delay in resolving this issue, it is currently in the process of being resolved. 
    
  Thank you for the opportunity to provide specific information about StubHub. If I can be of further assistance, please let me know.  
    
  Sincerely, 
    
  *****
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:07/29/2023

  Type:Order 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 July 26, 2023, I posted a set of floor seats on StubHubs website for sale in the amount of $230. I received an email from StubHub on July 28, 2023 (the day of the event) stating that someone purchased my tickets and instructions on how to send the tickets to buyer. I proceeded to follow the instructions that they provided. I was successful in transferring the tickets to the buyer through Ticket Master and they were able to accept them in the time frame that was given to me by StubHub. Once the tickets were accepted by the buyer, I received an email from StubHub thanking me for delivering the tickets to the buyer and I would get paid in 5 to 8 days after the event takes place (which I was okay with). About 4 hours later, I received an email from StubHub stating that "your sale has incurred a charge due to Order not fulfilled" in the amount of $240. I checked my bank account and ********************** did indeed charge me an additional $240. I followed all of StubHub's instructions, the buyer received the tickets with no problems. The buyer attended the event. I have proof of everything, including the confirmation emails from StubHub. Because of this, I lost the $216 (the amount I would receive from selling my tickets after their fees), and an additional $240 that they randomly charged my bank account for that same day. I called customer service, and the representative and she didnt understand why this all happened, she told me that she would submit a claim. I asked her how long this would take, and she stated that she had no idea and that I might not get a refund back nor will I get my money for selling the tickets. I told her that none of this is my fault and I need all my money refunded back to me. I've taken a huge unnecessary lost from all of this and the buyer was able to attend this event successfully.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to ******************* complaint, BBB case # ********. We sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 
   
  By using our website, buyers and sellers agree to the terms of our User Agreement. 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 her ticket(s) to her buyer as listed. **************************** provided the incorrect tickets to her buyer. StubHub needed to make this right with her buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, **************************** was not paid for the transactions (she did not deliver the tickets) and she 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 her tickets correctly and fulfilling her orders as listed. The charge she has 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 
  

• Initial Complaint

  Date:07/29/2023

  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.

  I was on StubHub and I purchased tickets on 07/28/2023 to the *************************** concert and the ******************** for 08/05/2023. They popped up on the top as VIP CLUB ACCESS but had seat numbers 17 and 18. When ordering, nowhere did it say that this was the **** CLUB ACCESS ONLY, UPSELL , EVENT TICKET REQUIRED. When I accepted (accidental) the tickets through email, Ticketmaster brought them up. They show ************* VIP CLUB ACCESS , same as above. NOT A CONCERT TICKET. Not once in the listing on StubHub including disclosure was this mentioned. I am currently out 631 dollars. I want to purchase the right tickets. This was grossly misleading and is also not allowed per policy of StubHub. Selling club tickets or UPSELL / UPGRADE not allowed, unless its with the concert ticket I believe but unsure. The rep on the phone said the only way to fix it is to release or resell which she took it upon herself to do. I called my bank to dispute the purchase, but now Im bound to transfer these tickets, which I would lose what I paid for service fee. How was this scammer allowed to list these as actual tickets? When selling, Under the section box , you have to choose a section. In the whole list there is no VIP CLUB ACCESS section which is exactly what the ticket said. But they put fake seat numbers and no row. I want a full refund as well as to be off the hook. She told me to list the tickets the way they were but I couldnt because A. I didnt know if they were actual tickets and B. ITS NOT ALLOWED. PLEASE HELP. I am panicking that Ill be charged for the person that bought these completely misleading and PROHIBITED tickets that I bought from a scammer. I have anxiety and ptsd as a 100 percent disabled veteran and this is making me ill.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to *********************************** complaint, BBB case # ********:
  
  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 the Seller was contacted directly,and the issue has been resolved. We apologize for their experience, and for the delay in resolving this issue. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

• Initial Complaint

  Date:07/28/2023

  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.

  On July 15 I ordered 3 tickets to see a musical, Wicked, in ******* and was charged $145.80 for a service fee and $5.95 for shipping. I didn't realize it until afterwards when I saw the invoice and I called immediately to say a mistake was made. They refused to help. I told them I never paid more than $15 for a service fee and the charge should've been $45 and not $145! And I paid for shipping when nothing was shipped!?! Isn't all this unethical?? I requested a refund of $106 because I feel they purposely overcharged me & are obviously working for scalpers!! Plus they admitted they are expensive but I feel this is a rip off. If I had seen this, I never would've purchased from them. I would like that $106 refund. Thank you.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to ********* ********** BBB case #********. We sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events.We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. 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 *******************************************  
  
  Per our User Agreement, "We may charge fees for selling and/or buying tickets through our site and/or otherwise using our services, as well as delivery or fulfillment fees (collectively referred to as Service Fees).Service fees may vary depending on event type, ticket type and location. We may in our sole and absolute discretion change our service fees at any time,including after you list your tickets. Any applicable service fees including any taxes is applicable will be disclosed to you prior to listing or buying a ticket. We may charge and/or retain service fees if you do not fulfill your contractual obligations under this User Agreement.  
  
  We understand that ************* would like to be reimbursed for the buyer fees,however ************* was made aware of the service fee prior to buying on our site. StubHub will not, for any reason provide compensation for buyer fees. ************* is not entitled to receive any form of compensation regarding this matter, as the fees were charged in line with the policies to which they agreed to at the time of her purchase.
  
  I have refunded the shipping fee as that should not have been charged. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  
  **************** 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 08/03/2023

  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:07/28/2023

  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.

  Never paid out for tickets sold for *********************** ******** ******* says payment was made on 6-15-22, our bank has not received as of this date. Advised supervisor will call, they dont and have been hung up on by multiple call takers. They also refuse to supply us with the 15 digit ACH transfer number needed by our bank to help locate payment. Originally base account number was put in system, once money was not deposited account number was corrected to electronic account number. 2 payments for ************************* tickets was received for $810 and $855 (total $1665) still outstanding is payment for $1395 for *********************** that stub hub claims was paid on 6-15-23, we have provided bank statements requested that show money not received, still refusing to pay or provide 15 digit ACH transfer number

  Business Response

  Date: 08/02/2023

  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 would be happy to further review this issue for the complainant. However, they have not provided any identifying information for their transaction or their StubHub user account. Once this is submitted, we will review the order in question and respond accordingly.
  
  If I can be of any further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub Executive Customer Care 

  Customer Answer

  Date: 08/03/2023

  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

   

   

  We still have not received payment on these tickets. Here is further information to show our bank has not received payment. Also, the order number and amount included. 

  Stub hub has failed to provide the 15 digit ACH transfer number to prove that transfer actually done. Has been requested multiple times via phone and email 

   Lack of professionalism as we have been told nothing stub hub can do and have been hung up on twice by agents that get frustrated and cant answer questions. 

   

   

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

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

  Business Response

  Date: 08/09/2023

  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 his 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:07/28/2023

  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.

  Purchased tix on June 7 for Red Bulls v inter Miami to see ***************** for the only time. Had confirmation and everything spent over $900. Then today July ************************************************************************************************************************************************ a refund. Meanwhile theyre selling these seats for 3x what I paid. They are taking advantage of people and dont provide the services they promise.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to *********************** complaint, BBB case # ********.
  
  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 ********************************
  
  While we would be happy to review this order specifically, *************** has not provided any identifying information for the order or details for the account on which the order was placed. While we do not own any of the tickets listed, and allow third-party sellers to set their own prices, we would be happy to review the transaction to make sure proper procedures were followed.
  
  If I can be of further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub ***********************

• Initial Complaint

  Date:07/28/2023

  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.

  My 15 year old daughter purchased concert tickets from stub hub, but never received an email for the tickets. She paid $198 for the tickets. She bought them right before the concert was starting. I have contacted stub hub 5 different times and just now they are telling me that they sent the tickets, but they were bounced back due to it not being a valid email address (daughter typed in .con instead of .com on her phone when inputting the email address). So, they know she didn't receive the tickets, but won't do anything for her or give her a refund. In fact, they just sent her the email today with the tickets to download when the concert was in March. I was just told this after spending all the time to call and wait on hold on 5 different occasions and was basically told there was nothing they could do.

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to respond to ******************* complaint, case # ********. We sincerely apologize for her experience.
  
  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 would be happy to review this case further: However, ***************** has not provided any identifying information for their order or the account from which the tickets were purchased. To review this situation, we request ****************** provide the order number.
  
  If I can be of further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 08/08/2023

  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 order # is *********  
  It was for ************************* at **************** on 5/9/23  she never received the tickets  

   

   

   

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

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

  Business Response

  Date: 08/09/2023

  Thank you for the opportunity to respond to *****'s complaint, BBB case #********.  I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  
   
  It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a teams standings). For all ticket listings, sellers are required to provide an expected arrival date they expect to have the tickets in their possession to fulfill their orders. This date is presented to buyers during the purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the transaction confirmation email sent to buyers when they place an order.
   
  By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement and all policies. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at *******************************************
   
  In reviewing *****'s daughter's account, she placed an order in March for an event the same day. While we understand ***** is requesting a refund for this order, we are unable to accommodate this request.  When placing the order, *****'s daughter was provided the expected arrival date and agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding of when the orders would be fulfilled. While sellers are not paid until 5-8 days after an event, in most cases sellers fulfill their orders well before the expected arrival date which is why we are unable to provide a refund. As soon as *****'s daughter's order was been fulfilled, we sent her a notification email so that she could access the tickets. Due to the email address being entered incorrectly by the buyer, *****'s daughter never received the confirmation emails, nor the emails containing the ticket transfer link. We understand this was a mistake. However, as per our user agreement, we are unable to refund orders if the emails weren't received due to buyer error. 
   
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
   
  Sincerely,
   
  ******
  StubHub ***********************

• Initial Complaint

  Date:07/28/2023

  Type:Delivery 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.

  Order #********* Order date Tuesday, July 11, 2023 Order total ******** At the time of purchase, these tickets had no restrictions from original seller, Ticketmaster. However, they have changed their policy and state that all tickets resold on secondary markets are considered invalid and will not be granted admission. I have sent StubHub documents from ticketmaster stating that any tickets purchased from site such as StubHub and Viagogo are fraudulent and I should contact the company if I have been affected. My first call was with agent *******, who after reviewing the documents, stated that he could see the tickets were not eligible to be sold and that I would receive a refund, that my order was sent to the compensation ***** and to expect it with 5 business days. I asked for a confirmation email stating this and was told that all calls are recorded so there was nothing to be worried about, and that I would receive my confirmation email of refund within 5 business days. Upon calling to check the status of my refund, I was told that my order was not refundable and was offered the choice of reselling tickets, and waiving sellers fees. I explained that I would not relist tickets that was ineligible to be sold, as I did not was to commit fraud and sell something that I do not own. Nor would be able to receive as, ticketmaster clearly states that"any tickets found to be resold on secondary websites will be invalidated and be denied to the event"I expect StubHub to honor their rules, which state that a seller of a ticket cancel an order if found not eligible be resold on secondary markets

  Business Response

  Date: 08/06/2023

  Thank you for the opportunity to respond to ********************* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  In reviewing the order affiliated with this complaint, I do show that this order is still valid, and as such **************** is not eligible to receive a refund at this time, as has been explained to her when she has contacted us. ******************* is protected by the StubHub FanProtect Guarantee, which states that all sales are final, and that refunds are only provided when an order is not valid for entry, or is not delivered on time and as described to a buyer. ******************* order is valid, and she is not eligible to receive a refund or any other form of compensation at this time.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,  
  
  Sincerely,  
  
  **** **
  StubHub ***********************