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:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2nd, 2025, I purchased 4 tickets to *** ****** Concert in ********, July 19th 2025, which cost me $2,635.92 cdn.The reason I went to the Stubhub site was the tickets were listed prior to them going on sale to the Public (Ticketmaster) and the Fan Protector Guarantee. When I received confirmation it was a different section up in the bleachers (Section E2), I advised **************** right away of the discrepancy. I was told the day I purchased them that I was protected by the FanPro Guarantee and that I would receive a full refund. I have been going back and forth since the 2nd of February with various employees by email and telephone. I have spent so much time trying to get a refund . I am requesting a full refund given the following:1. Stubhub misrepresented the tickets I purchased:2. I was given tickets that were not the ones I purchased, and 3. To ensure I had tickets for my nieces and nephew, I purchased 4 through Ticketmaster, as they went on sale to the general public.

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond to *** ********* ****** complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.    
  
  It 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 *******************************************   
  
  On February 2, 2025, *** ********* ****** purchased four tickets for the event *** ****** with Playboi Carti and **** ****, scheduled for July 19, 2025, at 7:00 PM. The total amount paid for the order was ******** USD.
  
  Upon reviewing the order associated with this complaint, I can confirm that *** ****** initiated a dispute with his bank. After checking the status of the case, I am pleased to inform *** ****** that the dispute has been resolved in his favor. If the refund has not yet been processed, the bank or card provider will reverse the funds to him shortly.
  
  We recommend that *** ****** contact his bank directly for further details regarding this transaction.
  
  We sincerely apologize for any inconvenience this may have caused and greatly appreciate *** ******* understanding and cooperation throughout this process.
  
  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:04/09/2025

  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.

  On 3/17/25 I received an email from StubHub at 8:57AM stating that I bought tickets (Order #*********) for $699.05. I did not place this order and within 10 minutes of receiving the email I changed my password, deleted all my payment options, and contacted StubHub to let them know I did not place the order. This payment was taken out of my account balance since I had $700 in gift cards in my account. The ********************** agent said I would hear back from them within 24 hours which did not happen. On 3/19 I messaged with Stubhub about this issue and the agent stated that I would have to open a new account and make a purchase before anything could be done which doesn't make sense. This person also stated I would hear back within 5 days and this did not happen.On 3/27 I spoke with an agent who told me this issue was escalated and that I would hear from them within 24 hours and this did not happen.On 3/31 I received an email from StubHub stating that "We wanted to inform you that your case has been escalated to our internal team. A dedicated agent is now reviewing the details to ensure a thorough resolution." I did not hear anything back from StubHub.On 4/6 After hearing nothing from them I called again stating my concern that StubHub has essentially done nothing and she told me that it has been escalated and that I have to be patient. I told her I have been patient for 3 weeks now and am losing patience. She said that I would hear something within 72 hours and this did not happen.All of this seems very suspicious. I had $700 in my StubHub account and the fraudulently purchased tickets were for $699.05 which basically drained my entire account. Each time I call, every representative has told me to contact my credit card company but this was an account balance in my StubHub account, not a credit card transaction. Since I let StubHub know immediately that this was fraud and nothing was done, I feel StubHub is stealing my money and is stalling by doing nothing to help me.

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond to *** **** ******* complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Upon reviewing the transaction related to *** ****** complaint, we can confirm that he contacted StubHub on March 17, 2025, stating that he did not authorize the ticket purchase associated with the completed order on his account. The case was immediately escalated to our Trust & Safety team, who are currently reviewing the matter and working to resolve it as quickly as possible.
  
  Please note that *** **** can always reach our team at any time through the *********** by accessing his StubHub account. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out through our *********** by logging into your StubHub account. Were always here to help!
  
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 04/24/2025

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

  The response from StubHub sounds mostly like a generic form letter they send for all customer complaints. The issue remains unresolved. The latest contact I received from StubHub was the following email on Wednesday, April 23 at 11:57 AM.

  Sports Concerts Theatre
  
  Dear ****,

  We are contacting you regarding your order ********* for Carpenters Legacy on 17 March 2025.
  
  I tried calling you at the number on file, but unfortunately, I was unable to connect. Please reply to this email with your preferred contact time.
  
  Kind regards,
  ********

  After I received this email I immediatelychecked the recent calls log on my mobile phone and there were no call attempts from StubHub or voicemails left from them. I contacted them immediately after I received this email from them and repeated my contact phone number and did not hear back from them.
  

  StubHub has admitted this was a fraudulent transaction on my account and I am still waiting for a refund to my account.

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

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

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond to *** **** ******* complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Upon reviewing the transaction related to *** ****** complaint,we processed the USD ****** voucher refund, which is available on the buyer's account and an expires on 04/23/2025.
  
  Please note that *** **** can always reach our team at any time through the *********** by accessing his StubHub account. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out through our *********** by logging into your StubHub account. Were always here to help!
  
  Sincerely,
  
  ***** *.
  StubHub ***********************

  Customer Answer

  Date: 05/02/2025

  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:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/23/25, 8 tickets to Pgh Pirate baseball game purchased for a game on 4/4/25 for a total of *******. 3 seats were able to download (seats 6-8). 5 seats were not available in the app or via email. On 4/1/25, spoke to an agent about 5 missing tickets. Screen shot upon request to StubHub. They attempted to solve problem, signing into *** app, but still no tix. They were 'escalating' investigation. Informed tix would be available 24 hrs before event. On 4/3/25 at 4:30, we called StubHub again. Still not resolved. They'll call us before 8AM on 4/4 with either new tickets or the correct tickets. On 4/3 at 5PM, tried to transfer the other 3 tickets to people in our group, but those tickets were gone. StubHub now says a phone call between 6-10 AM with a resolution. Also were informed that this call started a new case and discouraged from calling again. Agent promised "your tickets are protected by fan protect". Promised one of three outcomes: same tix with new bar codes, comparable tix, or refund. On 4/4 morning, no phone call to us nor any email.4/4 at 2:22 got email stating to enjoy the event. We replied to email stating never got tix. On 4/4, I had to purchase tickets from another vendor to get into event. On 4/4, emailed STubHub with this summary and stated a refund is requested. (I have screen shots of emails/phone calls as evidence to the timeline)

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to *** **** ***** complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  
  
   By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  Upon reviewing the order associated with this complaint, I can confirm that the case has been escalated to the relevant department. Our team will contact *** **** ***** as soon as possible with a resolution.
  
  We apologize for the delay in resolving this matter and sincerely thank *** **** ***** for his patience, understanding, and for all the information he has provided.
  
  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:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged incorrectly for a ticket sale. The original purchase as well as the sale was through the StubHub platform and they acknowledged that the issue was on their end and I should not have been charged. I was told I needed to wait up to a month for the refund first and then the payment would go out, however I have not received any refund or communication from them since then. Every time I call, it is impossible to get through to the relevant department as they say they do not accept calls so I am just stuck. In the meantime I am out not only the money from the sale but also an additional charge they applied to my card.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to ****************** complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  
  
   By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 
  
  Upon reviewing the order associated with this complaint, we can confirm that ****************** purchased three tickets on August 5, 2024, for the *** ****** event scheduled for January 10, 2025.
  
  After completing the purchase, *** ******* chose to resell the tickets, and they were successfully sold on November 15, 2024. Unfortunately, the final buyer later reported that the tickets received were for a different time than originally purchased. Due to this discrepancy, *** ******* was held responsible and charged in accordance with our seller policies.
  
  We do recognize that *** ******* forwarded the exact tickets he received from the original seller, and we sincerely apologize for any inconvenience or frustration this situation may have caused.
  
  We understand the urgency of *** ******** request and want to assure him that the case is currently under review by the appropriate department. We kindly ask for his continued patience while the investigation is completed. *** ******* will be updated as soon as we have more information regarding the outcome.
  
  We truly appreciate *** ******** patience and cooperation, and our team will be in direct contact with him regarding this matter.
  
  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: 04/21/2025

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

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/27/2025

  Thank you for the opportunity to respond to ****************** complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  
  
   By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ******************************************* 
  
  StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. 
  

  Upon reviewing the order associated with this complaint, we can confirm that ****************** received the credit as requested. The credit was issued on 04/23/2025. The customer must wait between 5-10 business days to receive the credit. The details have been sent by e-mail as well.
  
  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:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets from StubHub under the assurance that the seats would have a clear view of the stage:Sec 207, Row 13, Seat 5 Sec 207, Row 13, Seat 6 After purchasing, I checked the view from these seats on the ************* A View from My Seat website:***************************************************************** closest comparable view I found was from Section 210, Row 15, Seat 2. Although this section is on the opposite side of the arena, it offers a similar vantage point. Photos posted by concert attendees show that the screens are obstructed by ceiling lights, indicating that the view from my purchased seats would be similarly obstructed. Upon discovering this, I bought different tickets with an unobstructed view.When I contacted ***** to submit a claim for a refund, the representative mistakenly documented the reason as I returned or canceled this purchase but haven't been credited. This is incorrect. My actual reason for the claim is that the view from the seats is obstructed, contrary to what was stated when I purchased the tickets.StubHub denied the claim, stating that ************ reported the seats have a clear view. When I followed up with Ticketmaster, they informed me that they could not issue a refund because I purchased the tickets through StubHub.I am requesting a refund because I was informed that the seats had a clear view when purchased, but this information was incorrect.Attachments:Two photos from concert attendees showing the obstructed view from similar seats Three screenshots proving that StubHub claims the view from similar seats is clear StubHub receipt for the tickets

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to *** ****** **** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  
  It 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 the tickets were not marked as obstructed view by the event organizer, the tickets were delivered as they were and advertised accordingly and we cannot offer *** **** any type of compensation.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
  
  
  Sincerely, 
  
  *****
  StubHub Executive Customer Care 
  

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to sell concert tickets a month ago on StubHub website because Im unable to attend. When listing my tickets, I got an error message when trying to list the row number so I decided to start over so I can list them correctly. With the concert approaching I decided to check on my listing. Unbeknownst to me, I created 2 listings for the same tickets and they were sold. I contacted StubHub to tell them that second listing was a mistake but they are saying I now owe them for 2 tickets. Im not sure of their policy since this is my first time selling tickets, but this seems ridiculous that theyre now trying to charge me! I never received any funds nor have I uploaded any tickets. How is this possible? Ive tried numerous times trying to rectify this issue with this company but theyre insisting I owe them. You can clearly see the orders were made back to back. Why would someone list something they dont have? Are we not allowed to make mistakes? I never received any funds!!!

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to *** **** ******, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 

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

  We want to inform you that *** **** ****** did not complete the sale according to our terms and conditions. As all sales are final, if the seller fails to deliver the tickets, the seller will be charged. 

  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  

  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  Your answer had nothing to do with my complaint. Did you even read it? When a consumer has a complaint, respond to the complaint. I will have my attorney contact you all next.

   

   

   

   

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

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

  Customer Answer

  Date: 04/27/2025

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

  As I explained, four days before the event I noticed the error. The sale was duplicated for some reason. I called at least 8 times and requested to speak with a supervisor. All 8 of your employees refused to connect me with a supervisor to clear this mistake up. Not to mention, how did your system allow the same tickets to be posted twice? Not to mention, you waited until after the event to address this issue. I had no choice but to file a complaint with this company. Why should anyone be responsible for an error? Not only did I try to contact someone with authority to fix this issue but your employees refusal to assist me with this matter leads me to assume this was intentional done. I still believe I should not be responsible for an error that your company refused to assist me with fixing.

   

   

   

   

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

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

  Business Response

  Date: 05/25/2025

  Thank you for the opportunity to respond to *** **** ******, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  All sales are final, if the seller fails to deliver the tickets, the seller will be charged according to our terms and conditions .

  As informed previously, *** **** ****** did not fulfil the sale , so the charge applied is valid according to our terms and conditions.

  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  

  Kind Regards,

  ***** *.
  StubHub Executive Customer Care

• Initial Complaint

  Date:04/09/2025

  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.

  Paid for parking for ****** vs ******** tonight 4/9/2025 expecting to park close to the stadium a mile maximum wasnt given a location on purchase then got an email telling me a hotel parking deck in ******************. 11 miles from the stadium roughly a 45 or more dollar **** away and cant park till 6:15 with first pitch at 7:15. Ridiculous! They refused to refund I had to pay for closer parking so Im out **** best 50 bucks.

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to *** ****** ********** complaint, BBB case # ********. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Upon reviewing *** ******* complaint, I can confirm that he contacted us directly and that we have thoroughly reviewed his case. The seller listed a parking pass for the ******************* Lots, and the pass was delivered as described in the listing. Therefore, we are unable to offer a refund in this case.

  Thank you for the opportunity to provide specific information for this case.  Should you have any further questions or need assistance, please don't hesitate to reach out through our *********** by accessing your StubHub account. Were here to help!
  
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care
  

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4th I purchased tickets to the Kill **** event in *********, ** to attend that evening. The event started at 7:00 PM and I did not recieve the tickets until 8:08 PM. I contacted stubhub and was told there is nothing they could do for me because it is after the event. One of my friends purchased tickets from a separate source in order to be able to attend the event. Once we entered the venue, it was required we place our phones into locked bags. Due to this, I couldn't contact StubHub until after the event.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to *** ******** **** , BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 

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

  We want to inform you that *** ******** **** is not eligible for a refund, as the buyer reported receiving the tickets late after the event. According to our terms and conditions, the buyer is not eligible for a refund after reporting the issue after the event., Also, according to our information, the buyer received notification that the tickets were available within the deadline and in time for the event.

  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  ***** *.
  StubHub Executive Customer Care

• Initial Complaint

  Date:04/09/2025

  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 Comedy show tickets on 03/09/2025 @ 10:59 am. I purposely selected the seats. At 3:25 pm, I received an email to accept the ticket change. After reviewing the new assigned seats - I called customer service because I felt the tickets were not comparable. As I discussed with the 1st rep, the seats were not my selection, and the seats are offered less than what I paid. I originally asked for a refund for the difference which was $36 per person because the assigned seats were $99 each from TicketMaster. I was declined. I asked for a manager, **** continued to defend that the tickets were in his opinion comparable, and he could not adjust the price or give me the seats that I located and asked for. I demanded a full refund. He declined and wanted to discontinue the call. After ending the call, I immediately started a chat - I communicated with ****. After rehearsing everything, **** agreed to a refund. She said that she would send a refund link. I took a screenshot of this promise. We ended the chat. I re-purchased tickets directly from TicketMaster for floor seats. After the show, I checked my email and realized I did not receive my refund link. I started another chat and ***** wanted to argue that the seats were comparable, no refund is allowed regardless of what **** said, and the show was over. ***** also stated that I needed to "return" the tickets. I was never directed to return digital tickets that I did not use, nor should my refund be denied after it was promised. Under the company's Fan Protect policy - refund is an option. I contacted the company prior to the show and minutes after they changed my tickets.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to *** *** *****, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. 

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

  We would like to inform you that *** *** ***** is not eligible for a refund according to our terms and conditions. The buyer opted for alternative tickets instead of a refund, and the seller fulfilled the sale in time for the event. According to our policy, we cannot offer any refund.

  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 04/21/2025

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

  [Your Answer Here]

  I am requesting that the recorded call is pulled as well as review of the chat screenshot that supports my request for refund. I did not accept the tickets because they were not comparable in price, they were listed for $36 less per ticket from what I purchased. I also asked for better seats and was told by the manager ****, he could not give me those seats. He said he felt that what he selected was comparable.  I vehemently refused the tickets and begged for a refund. I was promised a refund by ****, as seen in the screenshot. If the call was recorded as they state, they should be able to pull the call from 3/9/25 around 3:30 pm and review the conversation in detail and it is very clear that I did not accept those tickets. I even purchased other tickets for floor seats because I accepted the refund **** offered. If I was not under the impression that I would receive the refund as stated by the chat representative, I would not have purchased another set of tickets at a higher cost. 

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 06/16/2025

  Thank you for the opportunity to respond to *** ******* complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, 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 the complaint filed by *** *****, I can see that the refund was successfully processed on 05/29/2025 and sent back to her original payment method.  *** ***** was also sent a confirmation of refund to the email address on file. Our *********************** has confirmed the refund transaction is complete, and we are unable to issue any additional funds or provide further assistance in tracking the refund. 
  
  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: 06/16/2025

  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:04/09/2025

  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.

  I ordered 2 tickets in February for a concert, and a parking pass to go with them that was to take place on april 5th, 2025 through stubhub. They took the money, and said the tickets would be delivered on the day of the concert. On the Tuesday before the concert, they said my parking pass was ready, and redirected me to ParkWhiz to claim it, who said I don't have a parking pass. I got ahold of stubhub, and let them know about this, and they said I would have replacement parking by Saturday. On sSaturday, I still had neither, so I bought parking elsewhere, and stubhib assured me I would have replacement tickets an hour before the concert. So I drove to the venue, with no tickets in hand, trusting they would do as they said. Got there, parked, and waiting until concert time, and still nothing! All in all, I spent a solid 5 to 6 hours dealing with their customer service, and was basically told that it was unwise of me to use them, and that I should have just bought directly from the ticket seller. They did issue a refund for the concert tickets themselves, but still nothing for the parking pass, and I had to shell out extra 25 bucks to buy parking elsewhere for a concert I didn't get to see, plus another 45 bucks for gas to get there and back. I feel they should reimburse me for the costs that I paid for them, and for the extra money I had to waste because they assured me that they would have my tickets ready by ********. And honestly for the all of the wasted time. This company is a scam, and should be made to pay out some sort of settlement to their customers that they have treated this way.

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to *** ***** ******** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at *******************************
  
  The team has carefully reviewed ******************* complaint and extends sincere apologies for any inconvenience he may have experienced.
  All concerns are taken seriously, and the matter will be escalated to the appropriate department for further review and resolution. *** ********* feedback is considered invaluable, and his understanding and patience are appreciated as the issue is addressed.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  ******* **
  StubHub ***********************

  Customer Answer

  Date: 04/14/2025

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

  [Your Answer Here]

   

   I still have no refund, and am out hours and hours of my own time, and money dealing with this company, and had to pay for gas to get to a concert that I didn't even have tickets for. 

   

   

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

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

  Business Response

  Date: 04/22/2025

  
  
  Thank you for the opportunity to respond to *** ***** ******** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  Upon reviewing the order related to this complaint, we can confirm that *** ****** refund was processed on April 14. Please note that the payment may take up to 8 business days to be reflected in his account.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out through our *********** by logging into your StubHub account. Were always here to help!
  
  Sincerely,
  
  ******** ** 
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 04/22/2025

  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,
  
  ***** ********