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:07/02/2023

  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 spent $900 on a set of three concert tickets for July 2nd 2023 and received screen shots of tickets for the event (dead & company at ************) the tickets didnt work at the venue because someone else had already used them and was not able to attend the show. After many hours on the phone with stub hub they refused to offer me reimbursement. I also have tickets for July the 3rd that are screenshots and am worried they will not work but stub hub offered me no resolution on this matter either

  Business Response

  Date: 07/04/2023

  Thank you for the opportunity to respond to ************************** complaint, BBB Case ********. I understand the concerns noted and will address the issue 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 FanProtectTM Guarantee for buyers notes: 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, and your tickets will be the same as 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 or ******* for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 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 the StubHub User Agreement. Regarding sellers listing valid tickets, our Seller Policies also state: Only list tickets that you know are valid. It's your responsibility to make sure the tickets you list for sale on our Site are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and Clause 19 of the User Agreement. You may find a copy of our User Agreement on our website at *************************************************** .
  
  In reviewing *** ******* case, I can confirm that the case for the tickets that the Buyer claimed were invalid was already escalated for refund prior to this complaint being issued, and the complainant was subsequently contacted on July 3rd to advise that her claim had been compensated.If the Buyer has any issues with her second order, she should contact our support team.
  
  If I can be of further assistance, please let me know.
  
  Sincerely,
  
  ******************
  StubHub ***********************

• Initial Complaint

  Date:06/30/2023

  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.

  On 6/18/23, I purchased tickets to an event via stubhub.com. (Order #*********) On 6/27/23, I received an email from stubhub.com telling me that they could not supply the tickets - their seller did not have them anymore. They sent me a link to reselect tickets and I did. After I completed the transaction, I discovered a possible error or bait and switch situation. The stubhub website had the replacement tickets posted as PIT tickets and a $9 voucher. However when I received the tickets, they were not PIT tickets - they were LAWN tickets. I emailed stubhub customer service about this on 6/27/23; I called them twice on 6/27/23, I called them on 6/28/23, and I called them on 6/29/23 - there is still not resolution to my issue. On 6/30/23 I emailed company officers about this issue and my intent to involve BBB. At this point I expect a refund of $589.95 to my original form of payment asap. Thank you.

  Business Response

  Date: 07/06/2023

  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 seller. 
  
  In researching *** ************************** complaint, I can confirm that*** **************************** contacted directly,and the issue has been resolved. We apologize for their experience,and for the delay in resolving this issue. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely, 
  
  **************
  StubHub Executive Customer Care 

• Initial Complaint

  Date:06/30/2023

  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.

  StubHub is price gouging tickets during popular shows. Fees are stated to only be 10 to 15% for buyers. (See Screenshot) Yet if you look at my other screenshot the fee was 30%.I want them investigated, and I want a refund of difference, and so should everybody else who has bought tickets from them!

  Business Response

  Date: 07/02/2023

  Thank you for the opportunity to respond to ******************* complaint, BBB Case ********. I have reviewed this matter and understand that ************** is dissatisfied with the price paid for tickets to a concert. I will provide information 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. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers business. When setting the sale price of tickets, per our User Agreement, it is a sellers responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value.  
  
  It's important to note that we are not co-administered by UNITIX or formally part of the UNITIX organization. Our User Agreement, which ************** agreed to when using our site, states the following regarding fees: We may charge fees for selling and/or buying Tickets through our Site and/or otherwise using our *******s, as well as delivery or fulfillment fees (collectively referred to as **************** ******* Fees may vary depending on event type, Ticket type and location.Our User Agreement does not indicate that fees are maintained between 10% and 15%.
  
  We can understand *** ****** concerns stated in the complaint. However, the listed ticket price was accepted when he completed the purchase on our website.  Since the seller will be paid based on the listed price for the tickets and delivering them, per the terms of our User Agreement, we are not in a position to provide ************* with a refund for the purchase.
  
  Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 07/03/2023

  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 resolved because:
  

  The company gave a generalized copy/paste response. My complaint has nothing to do with the ticket price. I have no problem with the ticket price!

  I have a problem with the **** they charged! They are overcharging and price gouging based on THEIR stated 10-15% for buyer fees. They are charging 30%! 
  

  i want them investigated; I want them to honor what they advertise and write. 10-15% for the fees; I want refunded the difference from that and the 30%+ they charged! Along with everyone that bought tickets off stubhub!

   

   

   

   

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

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

  Customer Answer

  Date: 07/05/2023

  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 is absurd; so according to the business they are not required to even list what percentage a fee is beforehand? And you they charge WHATEVER THEY WANT WITHOUT PRIOR NOTICE?!?!  Ill be reaching out to attorney general as well 

  BBB you should know there are over 60! Petitions on change.org regarding stubhub issues. Heres the link: *******************************************************************

  Im no longer requesting a PARTIAL fee refund; its more serious now I want an investigation done, they are taking advantage of consumers without having to reveal any details! They are not transparent, and are misleading. I will never be using stubhub again and I will do everything I can to share this info with as many people as possible!

   

   

   

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

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

  Business Response

  Date: 07/06/2023

  Regarding the complaint submitted by **********************, BBB case number ********:
  
  As stated in our previous response, the Buyer was made aware of the fees that would be associated with their purchase before their purchase could be completed. In addition, as is verifiable from our User Agreement, our website does not have a fixed buyer fee that is applied to all transactions. We encourage all users to review the text of our User Agreement, which regulates activity on our website, rather than expectations indicated by any third-party.You may find a copy of our most recent User Agreement at *************************************************** .
  
  Based on these terms, ************** is not entitled to any compensation.If I can be of further assistance, please let me know.
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

• Initial Complaint

  Date:06/30/2023

  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.

  On June 7, 2023, I purchased 8 tickets to a sporting event (MLS Inter Miami vs DC United) which is to take place on July 8, 2023 at ********** in *************. As you will see on the attached snapshot, I paid $1056.31 which was decuted from bank account. Two days later (6/9/23), I received the attached notice saying the seller is not able to provide the tickets that I originally purchased. There was a link to choose alternative tickets, but by that point, no comparable tickets were available as it was a high demant item. I ended requesting a refund, which was receceived and they offered a $200 voucher, which wasn not sufficient given I had already made plans to have out of town guests attend this event. Have my initial charge not gone through, then at least I would've suspected that there was an issue with the transation, but they charged me and didn't provide an alternative option. I am requesting a voucher in the full amount that I paid as compensation for this huge mistake.

  Business Response

  Date: 07/02/2023

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # ********.We sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  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 *********** complaint, I can see that his order has been fully refunded, and that he was provided an additional coupon as a courtesy, as **************** has confirmed in his complaint. While we apologize for *********** experience, we are not able to offer **************** any further compensation as he has been more than fully compensated in accordance with the policies which he agreed to at the time  of his purchase.
  
  
  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: 07/02/2023

  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 was not able to find comparable tickets in terms of pricing and location to my original purchase. Also, why did you charge me for tickets I never received? I lost the opportunity to buy similar tickets because of the delay and my finds were tied ** in the glass sale they provided. In order for this to be resolved, I want a voucher equivalent to my purchase amount. This was their mistake, not mine and it cause a huge inconvenience and financial burden. 

   

   

   

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

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

  Business Response

  Date: 07/04/2023

  Thank you for the opportunity to respond to ***************************** complaint, BBB case # ********. We sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  As stated in the previous response, **************** has already been fully compensated in accordance with the policies which he agreed to at the time of his purchase. We apologize for *********** experience, however he is not entitled to receive any further compensation beyond what has already been provided to him, in the amount of a full refund and a courtesy coupon.This matter has been resolved.
  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  
  Sincerely,
  
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tickets was listed twice without my knowledge. I only have 2 tickets but 4 SOLD WHEN I didnt list. I am NOT PAYING for them. My tickets was listed twice without my knowledge. I only have 2 tickets but 4 SOLD WHEN I didnt list. I am NOT PAYING for them. I understand and I would agree if it was on my end that the tickets were listed. I should not be held accountable if it was not my fault. How is it fair to ME! Ive sold $1000 worth of tickets on Stubhub so OF COURSE I understand you guys crazy charges but WHY would I post twice if I only have two tickets. IT WAS NOT ON MY END therefore NOT my accountability. I dont understand why I have to afford $400 in tickets when I sold half that. I purchased them for $87 each you guys dont understand $300 is my entire paycheck and bills. Its ridiculous as it wasnt my fault and I dont know how youre suggesting Im confused when Ive sold on here and know I did not make 2 listings. This is just disgusting and horrible - I cannot afford this I dont understand why I have to be in debt over this. Theyre NOT valid sales if I didnt list it. Thats an unauthorized charge - its ridiculous if I sell 2 and then be charged $200 more than how much I sold it for then my buyers receive NO compensation as well. It is not VALID because I DIDNT LIST THEM. Ive seen MULTIPLE CLAIMS showing that similar things happened to them and they were forced to pay. They said These are valid listings and sales. I understand this was not your intention, but this has been listed from your account, and there is no option to cancel without penalty whereas if the buyer cancels I would be out of the same and I did not receive an email of my listing like I usually would under Stu hub when it list. I only received ONE EMAIL.

  Business Response

  Date: 07/05/2023

  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. ************ had double listed/sold these ticket(s). 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 they have received is valid and cannot be reversed nor reduced. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  *****
  StubHub Executive Customer Care 

• Initial Complaint

  Date:06/28/2023

  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.

  I purchased 3 VIP tickets for an event happening in *********, ** on June 17th 2023 through StubHub. I paid $729.45 for the tickets which included a $162.45 service fee. When I arrived at the event with the tickets I was informed by the event organizer that the tickets were fraudulent and I was denied entry. Upon contacting the StubHub help center from the event venue, I was told that the representative couldn't do anything to help me and she would need to escalate the case to the StubHub development team who would contact me with further details. I was on the phone for 2 hours going through this ordeal after spending 5 hours in the car driving to the event. Unfortunately we had to return from the event and drive home without entry. On Monday June 19th, I called StubHub and escalated my way to a manager. The manager informed me that my case was under review and that I should expect a response within 5 business days. At this point I have not received any response from StubHub leave alone a refund based on their FanProtect warranty. I am asking for BBB to help me get a resolution here. I expect StubHub to refund me the entire amount back, not through some future credit or gift card due to the grave inconvenience caused and the fact that I am never purchasing a ticket from StubHub again so a credit/gift card is of no use. Also I drove from *********** to ********* for this event and wasted mine and my two friends entire day leave alone being denied entry to an event we had been planning for quite some time. Lastly I would like future StubHub users to know about this case so they can protect themselves from such an ordeal. Thank you.

  Business Response

  Date: 06/30/2023

  Thank you for the opportunity to respond to *** *************** complaint, BBB Case # ********. I apologize for *** ********* experience and for the delay in resolving this issue for him. I understand the concerns noted and will address this issue 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.  
  
  In researching *** ********* order, I can see that this transaction has been refunded. ******************** will receive his refund within 7 business days from yesterdays date. I sincerely apologize for his experience, and for the delay in resolving this issue for him and his friend.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  
  **** **
  StubHub ***********************

  Customer Answer

  Date: 07/02/2023

  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:

  While the business did refund the money paid towards the tickets, a part of the refund (2/3rd) came as part of a StubHubgift card which can be used for future StubHub purchases in the next 2 years. I understand that this was done since that portion of the payment was made through a previously held gift card (which I bought through cash) BUT the circumstances have changed based on this incident.  My experience with StubHub has been physically, financially and emotionally wearing and I DO NOT plan to purchase tickets through StubHub again. StubHub charges a ~30% service fee over on top of the ticket price and I expect as part of paying that high service fees that such incidents do not occur. This makes the gift card provided as a refund useless to me. Also I was only refunded for the money spent towards the tickets and NOT for the cost of getting to the venue and my return without having to witness the event. At the event, the StubHub rep was of NO help after being on the phone for more than an hour and basically asked me to return since new tickets could not be issued for that event. I would request that the reviewing agent put themselves in my shoes and answer why would they ever use StubHub after such an incident and hence the gift card given the experience is useless to me. 

  I would expect the gift card balance be returned back to via cash and a compensation for the time/money spent on getting to/from the event venue.

  Sincerely,

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

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

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

  Business Response

  Date: 07/04/2023

  Thank you for the opportunity to respond to *** *************** complaint, BBB Case # ********. I apologize for *** ********* experience and for the delay in resolving this issue for him. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
  
  As stated in the previous response, ******************** has been fully compensated in accordance with the policies he agreed to when making his purchase. We can not refund his gift card in cash, and as such it has been returned to him in the form of a coupon, nor can we offer compensation for *** ********* time or travel expenses. We apologize for *** ********* experience, however we are not able to offer any further compensation to ******************** as he is not entitled to receive it. This matter is considered resolved.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  
  **** **
  StubHub ***********************

• Initial Complaint

  Date:06/26/2023

  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.

  11.14.22 Purchased 4 tickets for *********************** for July 14, 2023 for $1598.15 Have not received tickets despite many many phone calls to resolve. I keep getting stories such as: Wait the tickets will arrive via Ticketmaster you did something wrong and did not check a box I was also told I I resold my tickets and sold 4 more tickets than I actually have now I have to pay for the face value of the tickets despite the fact I never had the tickets to commit to a buyer. I was also told I listed my tickets for resale for the wrong date. As of yesterday I was told tickets are not coming from Ticketmaster they will come from Stub Hub as late as one hour before the show. As of now I have no tickets to either attend the show or sell them to the 8 buyers that are waiting for me. Accordingly I will not get my money back and have been told I will need to pay penalties.

  Business Response

  Date: 06/27/2023

  Thank you for the opportunity to respond to ************************ BBB complaint, case ********. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
  
  It *** 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: 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, and your tickets will be the same as 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 or ******* for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 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 the StubHub User Agreement. You *** 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 *** not be paid and *** 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 *** 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. However, in cases that result in unusually large losses to StubHub (for example,nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtect Guarantee.
  
  In reference to *** ********* complaint, she confirmed to us on January 4, 2023 that she included in the listing she created an estimated in-hand date that was closer in time than the delivery date on the order she made for the tickets she was reselling. In addition to this, the complaint created a total of three listings,rather than the natural one to resell her tickets; one selling four tickets (the quantity that she purchased) and two each selling one ticket. It was on this same date that ******************** confirmed that the tickets were re-listings of tickets she purchased on our site. Shortly thereafter, we noted to her that all three of the listings she created were for a different date than the event she purchased from. The tickets she purchased were for *********************** with **** and ************************* on July 15th, while the listings are all for July 14th.Thus, each the date of the event, her in-hand date for her tickets, and the quantity of tickets that the complainant committed to were incorrectly cited.
  
  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.Since sellers naturally cannot fulfill orders for which they have not acquired tickets, the penalties that *** be applied to her orders are valid per the terms of our User Agreement, which she agreed to when purchasing and selling tickets on our website.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 06/28/2023

  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:

  Since my purchase of *********************** concerts tickets for July 14, 2023, in the amount of $********, I have on numerous occasions contacted StubHub via several phone calls and email exchanges in an attempt to comply with their policies. I have never been given consistent or accurate information. I was responsive each time I received a phone call or an email from StubHub and asked them to assist me in transferring tickets.  I have been told many things:  1.  My tickets that I purchased in November for ******** would be arriving in my email box from Ticketmaster.  I was consistently told while I was on the phone with individuals from South America (never the US) to go to my email and search "TIX" for my tickets for which I have been waiting.  Daily, I would check for any messages from Ticketmaster.  2. Over the course of the last 7 months, I have been told that I need to go out and confirm all my sales which I did.  Later, I was told that i never should have confirmed those sales since I didn't actually have the tickets in hand yet from Ticketmaster and that I failed to check a small box that states, "I do not have the tickets in hand", therefore, I will incur charges as I cannot fulfil. 3.  Later I was told that I will incur even more charges as a result that I apparently sold 4 more tickets than I actually had. I somehow committed to a total of 8 tickets. How is that even possible when I only purchased four tickets?  4. In another phone call, I was told I would incur additional charges because I listed my tickets for the wrong date, i.e., July 15.  Again, how is this possible when I only have tickets for July 14th?  I believe StubHub website has poor software.  How could I possibly sell more tickets than I actually have and additionally, how could I resell tickets for a wrong date.  5.  It gets even more erroneous and confusing, as of Sunday, June 25, I tearfully I contacted StubHub for resolution for my buyer and to once again try to resolve these issues as the concert is less than 2 weeks away.  Unfortunately, I could not understand the first representative in South America and wanted to ensure we were communicating effectively due to all of the misunderstandings, so I was vigilant to continue to find a representative in the **.  I was successfully and did speak to a male, someone in the ** and after I explained my dilemma, he abruptly ended the call and did not call back. I called again and spoke to "*****" from ****, and she was very kind and explained she would research this whole mess and call me today. I have not heard from her yet.  During that call with *****, she mentioned my buyer of my tickets "is not a nice person".  Why would she say that? I believe very unprofessional but would not elaborate.  ***** also mentioned to me that the reason I have all these additional buyers is because "you are not charging enough, these tickets are going for thousands of dollars".  Truth be told, I am in contact with the buyer of my four tickets and several emails are attached in Zip File.  Her name is ****************** at **********************.  Both of us having been trying to resolve this issue, however, I believe she will get replacement tickets as I do not have those ticket to forward to her.  Lastly during that call with *****, she was surprised by saying why are you waiting for TicketMaster and told me the tickets are not coming from Ticketmaster and told me they are coming from a 3rd party individual, and I will get the tickets by July 12, 2023.  All along, I have been told by numerous representatives from StubHub they are coming from Ticketmaster and even waiting on the phone while they had me search my email inbox. What a scam!  In hindsight, I was completely unaware of the huge magnitude that this concert, *********************** would create and was unaware that when I decided to purchase these tickets, they had not even been made public.  How can you even tickets before they are public?  I bought these tickets thinking I would go with my daughter and her friends, however, when I learned of a family reunion, I decided to resell my four tickets.  I was not looking to make money and even now am not looking to make money.  I simply want to be reimbursed for my purchase and not incur erroneous charges.  Due to my concern that this situation could put me in a negative financial situation and my issue(s) have not been resolved or even taken seriously, I went out to delete my banking information and I am unable to delete or update it. StubHub can have my tickets and could most likely make a huge profit.  For the last 7months, StubHub has made this process for me as a reseller almost impossible and they know it which I believe is why and how they make their money and they hide behind their policies and their ability to track IP addresses. There is huge burden on the reseller which I was willing to navigate but the inconsistencies and continued incorrect information that keep receiving as well as no replies to my emails is abusive and wrong. I just want my money back and to not go into debt.  Thank you very much!  ******************************** 

  Please let me know if you need any additional documentation or if the attached ZipFile has any issues. 
  

    

   

   

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

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

  Business Response

  Date: 06/30/2023

  Thank you for the opportunity to respond to ************************ BBB complaint, case ********. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
  
  It *** 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.
  
  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 *** not be paid and *** be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectGuarantee 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 *** 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, ******************************* will fail to deliver her ticket to her buyer(s)as listed. As she has listed her ticket(s) for the incorrect date. StubHub will need to make this right with her buyer(s)under the terms of our User Agreement and FanProtect Guarantee. As a result, ******************************* was not paid for the transactions (as she cannot deliver the tickets) and she will be 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. Since sellers naturally cannot fulfill orders for which they have not acquired tickets, the penalties that *** be applied to her orders are valid per the terms of our User Agreement, which she agreed to when purchasing and selling tickets on our website. I apologize about ************************ experience. If ******************************* had any questions when listing our customer service team would have been able to answer any questions.
  
  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:06/25/2023

  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.

  I was wrongfully charged by stubhub when selling my tickets as there was a claim that the customer did not receive her tickets. I provided proof that the buyer did indeed accept the ticket transfer and not only did I not receive my refund for the incorrect charge, i was charged a third time. When contacting stubhub i was told "well they did accept the tickets but the buyer did not like her seats so we issued her a refund and charged you." The ticket seat on stub hub matched the tickets received and stubhub provides a map of the stadium so the buyer had the opportunity to view the seat map. I called twice - (the first time was a 3 hour wait) along with emailing customer service. I emailed the customer service representative who I was on the phone with the proof of transfer of the tickets and all she said was she couldn't help me and that she had to send it to the financial department with no resolution.In short, Stub hub on top of their already awful price gauching and fees at the time of transaction, have added on unjust fees to my transaction after the concert took place and the buyer attended.

  Business Response

  Date: 06/26/2023

  Thank you for the opportunity to respond to ************************* BBB complaint, case ********. I understand the concerns noted and will address the issue 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: 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, and your tickets will be the same as 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 or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 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 the StubHub User Agreement. 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. However, in cases that result in unusually large losses to StubHub (for example,nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtect Guarantee.
  
  In reference to *** ******** complaint, charges were applied to the order because the Seller listed their tickets incorrectly. When listing tickets with obstructions or limited view, sellers are required to include this information in their listing. This is stated in section 2.5. of the Seller Policies of our User Agreement, and these options are included as selectable disclosures during the listing process.****************** unfortunately did not include this information although it is printed on the tickets she delivered. Therefore, when their Buyer arrived for their event, they discovered that their view from their seat was extremely limited to the extent that most of the stage was not viewable. As buyers are covered by our FanProtect Guarantee in these scenarios, it was our responsibility to make things right with them, and per our Seller Policies, ****************** was liable for the costs we incurred.
  
  In this case, our total cost to make it right for the Buyer was $ ********. Per our User Agreement, ****************** would be responsible for these costs. Notwithstanding, ****************** was still paid the full amount for her sale since the tickets were not returned.
  
  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. Given that the charges on the sale are valid, we are not in a position to waive them for the complainant.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer Answer

  Date: 06/26/2023

  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 first response I received from the stub hub customer service representative was that the buyer did not receive her tickets, which was clearly false as I provided documentation. Then the story changed stating well the customer got the tickets but she was not satisfied with the view.As you will see in the picture provided, (picture taken from stub hub website listing in question) which clearly allows the consumer to view the tickets that they were purchasing.
  This comes down to the buyer trying to get money back for expensive tickets (which I actually lost money on the sale, and did not even come even thanks to stub hubs fees at the time of transaction.). Now Stub hub is not protecting their consumers as stating, rather adding erroneous charges and exploiting the use of my credit card. Prior to this my husband ************************ and I were regular users of stub hub both purchasing and selling tickets and as regular consumers stub hub is not staying true to their claim of "protecting their customers." They should be charged for the criminal activity of charging peoples credit cards at their own discretion and these false charges need to be refunded to my account immediately. 

   

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

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

  Customer Answer

  Date: 06/30/2023

  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]

  As clearly stated in the image that was provided , the buyer was able to see that the seats were obstructed. This is just a ploy from the buyer to try and get some money back, and the seller should not be charged. Also per ******* complaint the buyer supposedly had the opportunity to cancel her order? There is clearly no protection for the seller especially when the correct seats were listed and a map and view of the section was provided and stub hub is exploiting the use of my credit card 

   

   

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

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

  Business Response

  Date: 07/11/2023

  
  Thank you for the opportunity to respond to ******************************* complaint, BBB Case #********. I will provide information 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 sellers notes, Buyers or prospective buyers are not permitted to contact you.  You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all polices. A copy of our User Agreement can be found on our website at ********************************  
  
  In reference to ******************************* complaint, I can see that ******************************* did not disclose that the tickets were behind/side of the stage with a limited view. Since ******************************* did not list their tickets correctly, that is the reason they were charged.
  
  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:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold two tickets to the *********************** concert held at ****************, ******* on June 16, 2023. The tickets were sold on April 30, 2023. The order number for these tickets is: Order# *********. These tickets were successfully transferred to the buyer on June 5, 2023 and successfully confirmed as delivered for $628.20. On June 13 I received an email from ******** saying my tickets were sold again, this time to a different buyer, OrderID # ********* for $477.00. ******** contacted me on June 16th, and told me that I needed to transfer the tickets to the June 13th buyer. I told the rep that these tickets have already been sold on April 30th and transferred successfully to that buyer. On this recorded line, I communicated to the agent that this must have been a stubhub error, and asked that they resolve. On this call, the agent confirmed that they will resolve on their end and told me that I will not be charged for this incident.On Thursday, June 22, 2023, I received a message from Stubhub that Ive been charged $530.00 for tickets. I immediately reached out to customer service on 6/23/23, and was told by a representative and her supervisor name ****** based out of Jamacia that they are sorry about the situation and the misinformation communicated from their prior agent about me not being charged, and indicated that the sale is final and there is nothing that they can do. I asked ****** to explain how my tickets could be sold 2x after being successfully transferred to my buyer on April 30th, and her description was inaccurate in my scenario. I have no idea how the system could allow two separate transactions be processed and confirmed for the same exact seats, and resold 14 days later.I am writing to have the $530 charge removed from my account. Documentation is provided in this message. Each of these calls were on recorded lines and can be verified clarity, accuracy and communication. Please help.-***************************

  Business Response

  Date: 06/23/2023

  Thank you for the opportunity to respond to ************************* 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 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:06/22/2023

  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.

  On June 8th I sold two concert tickets using Stubhub. I am scheduled to receive $450.00 from the transaction. They keep giving me the run around as to why they cannot electronically send me my money to ***** *****. I have now tried four separate times entering my account number and routing number. I receive an email within two to three days stating your payment failed. Now they just asked me to create a paypal account. I told them no I want a check mailed to me and they told me "no". They are refusing to mail me a check until I create a Paypal account. I don't feel comfortable creating a paypal account and judging by the other complaints I will still get the run around with my paypal account. I truly don't know what to do at this point. This is insane that a company is allowed to operate in this capacity.

  Business Response

  Date: 06/23/2023

  Thank you for the opportunity to respond to ************************ 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 seller who sets their own prices for the tickets listed. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ******************************** 
    
  We understand that ******************************* would like to be paid immediately for the tickets he sold, however when processing the payout to his requested ACH it is returning to us as invalid. ******************************* called in and was informed he needed to update this method as we are having issues processing to the current payment method on file. Once this information has been updated the payment will reprocess itself and should be paid with in 5-8 business days. 
  
  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