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:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 4/6/2025.I was online to purchase tickets for May 10th the ***** Idol concert, checked all the right state and right date and it was on the screen and I purchased, it then asked me for parking (which I thought was odd and I checked **** and it was more) no address on the screen for the gold parking! Now it hit enter and it had May 3rd in *****!!! So I immediately went to chat, which was virtual and then to live chat and then called in. Even though they were obviously having technical issues (had to esend emails multiple times and help with issues reselling) they made me resell these tickets and parking instead of switching it! At the end when I repeated again for a supervisor she hung up on me after saying we have done all we will do in this situation. So I will be losing close to $70 on a transaction I did not choose.

  Business Response

  Date: 04/11/2025

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

  We have reviewed the complaint from *** ******** *******. The purchase that was complete by ***************************** confirm valid. We have gave ******************************** on how to help with this order, and we have provided all necessary assistance before the event. Unfortunately as our policies states all purchase are final. We *********************************** her understanding.  
  
  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: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because as I stated in the complaint the screen was for ***** and not Texas, there was some kind of error. When I did get to a live agent it was obvious other tech issues were happening because the agent was having issues with her email and stated I was releasing the tickets and after following the steps it was for resell. I felt double talked the entire call and stub hub stated they were affiliated a sister company with ************ and ticket master told me this was not true and that should not be falsely stated. I have now taken all steps and multiple buyer were sent to me as you also have a clutches in your reseller. Your agent helped me take each step and two of each were created. One had an even lesser amount from the original price and one had a random dollars with change price. Now I am getting harassed by emails because I transferred what I had and someone else is inquiring for the tickets that never were available. 100% the worst customer experience and at this point I just want the second tickets and garage deleted and and I will state my dissatisfaction in my reviews. A refund is what I am asking because the second set of ticket with the odd numbers and the inability to email does show your system has issues. There are other complaints similar on the internet. I also see a group lawsuit so I am wondering why you just dont refund money that I tried to immediately address. I will continue to make this request as I am tired of being a consumer that get had by third party vendors with out of the US customer service hubs.

   

   

   

   

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

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

  Business Response

  Date: 04/29/2025

  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, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  After carefully reviewing the order related to *** ********* complaint, we can confirm that she purchased two tickets to the ***** Idol event, along with a parking pass. *** ******** later expressed dissatisfaction with the order, and our team addressed *** ******** that, in line with our policy, all sales are final. She was also informed that, should she no longer wish to use the tickets, she had the option to list them on our platform.
  
  We can confirm that *** ******** listed the ***** Idol tickets twice under listing IDs ********** and **********, resulting in two completed sales, a total of four tickets sold. Additionally, she listed the parking passes twice, though listing ID ********** was subsequently deleted.
  
  As outlined in our seller policy, *** ******** is expected to fulfill all sales orders with her listings.
  
  ******** ** 
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:04/05/2025

  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 bought tickets from stub hub that said there were seats with the tickets. I specifically bought these from others that did not have seats listed. I get to the concert to find there are no seats for these tickets. I am disabled and needed a seat to attend. So I talked to three different workers at the venue asking for disabled seating and was denied help. So I had to leave before the event even started I was not able to stand anymore. I contacted customer service requesting a refund and the response back was its typical general admission does not include seats. I feel like I was taken advantage of. Like I am a victim of bait and switch. Not only am I out ticket prices, but waisted money for gas food and lodging and disappoint two kids the tickets were bought to bring to their first concert I could not leave them alone. The tickets were 250$ I believe plus gas food and lodging Im out 400$

  Business Response

  Date: 04/08/2025

  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, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************************* 
  
  In reviewing this complaint, the tickets that were purchased were for general admission. General admission comes with the freedom to choose any available spots on a first-come, first-served basis including seats. We sincerely apologize for the inconvenience this has caused and value your business.
  
  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: 04/09/2025

  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:

  Below you can see the said it would be comparable to those I ordered the tickets I ordered had Seat numbers on them. I should have had a seat. there were tickets listed without seat numbers so i ordered those bc they appeared to have seats i am disabled and needed the seats bc i had no seats and they venue would not give *** seats i had to leave 

  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. Is w

   

   

   

   

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

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

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to *** ****** ******`s complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events.We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order related to this complaint, we can confirm that *** ****** ****** reached out to our support team directly through our website. The case was promptly reviewed by the appropriate team to gain a full understanding of the purchase.
  
  As previously explained, we are unable to offer a refund, as the tickets were listed as General Admission. It is clearly statedand commonly understoodthat General Admission tickets do not include specific seating. Instead, they grant access on a first-come,first-served basis, allowing attendees to choose any available spot.
  
  We understand that this situation may be frustrating, and we appreciate your patience and cooperation throughout the review process. StubHub is a marketplace that connects buyers and sellers of tickets, and in this case, the tickets were correctly listed and delivered as describedtherefore, a refund is not applicable.
  
  If any further assistance is needed, please dont hesitate to contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to provide information regarding StubHub. If I can be of any further help, please feel free to reach out.
  Sincerely,
  ******** *
  StubHub Executive Customer Care

• Initial Complaint

  Date:04/05/2025

  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 sold tickets in StubHub, but they said there were issues with the tickets and that they couldnt send them to the buyer. I uploaded them properly and received confirmation I would receive the payment, but still havent received the payment. I just want to be paid for the tickets that i uploaded and sold in StubHub.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to *** ***** *******`s complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
   
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order related to this complaint, we can confirm that *** ***** ******* contacted our support team directly through our website regarding your case. The matter was promptly escalated to the relevant team to review the sale and associated account details. Our team will reach out to you as soon as an update is available.
  
  We understand that this may be taking longer than expected, and we truly appreciate your patience and cooperation given the complexity of the case.
  
  If any further assistance is needed, please dont hesitate to contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to provide information regarding StubHub. If I can be of any further help, please feel free to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care

  Customer Answer

  Date: 04/17/2025

  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:

  This has been going on since NOVEMBER. If i dont receive payment by the end of the month I will take legal action chains stub hub. I have been more than fair. Now its your turn.

   

   

   

   

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

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

  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:

  Hi,

  I have reviewed your response and remain completely dissatisfied. You claim I didnt upload the tickets but I have provided proof that I did. You say I didnt respond to your requests but I had phone correspondence that said everything was uploaded properly and I would receive payment. I will not stop until this matter is straightened out and I receive payment. Let me know what else you need and I will provide it.

  Best,

  *****

   

   

   

   

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

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

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to *** ***** *******`s 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,concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled,you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  In regards to *** ******* complaint, she has been contacted directly advising of the resolution, she was informed that our records indicate that the event organizer canceled her tickets several days before the event date. Following this, we reached out to her multiple times requesting that she re-transfer valid tickets to your buyer and upload updated proof of transfer. Unfortunately *** ******* failed to do so and the documentation she submitted did not reflect the correct buyer email address, which is required to validate the re-transfer.

  
  If any further assistance is needed, please dont hesitate to contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to provide information regarding StubHub. If I can be of any further help, please feel free to reach out.
  
  Sincerely,
  
  *****
  StubHub Executive Customer Care

• Initial Complaint

  Date:04/05/2025

  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 2 tickets to a play on Stub Hub. I chose **************** because of the dynamics of the show. Center seats have much better view. The tickets they sent me were Orchestra Right and the view was not clear. They refuse to give me my money back. I have screen shots showing the seats I purchased and the tickets they sent. They said they can't help me because I complained after the fact, but the seats only showed up in the wrong section when I arrived to the theater. Did they expect me to leave the theater and complain right then? I let them know as soon as I could the morning after the show. Thank you SO much for anything you can do to help me get my money back. I'd like to go back to the show and actually be able to see it.

  Business Response

  Date: 04/20/2025

  Thank you for the opportunity to respond to *** ****** ****`s complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
     
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order associated with this complaint, we confirm that *** ****** **** contacted our support team directly through our website regarding her case. The matter was promptly escalated to the appropriate team for a thorough review of the order and account details.
  
  We are pleased to inform you that *** **** has been issued a voucher, which can be used toward the purchase of new tickets on StubHub. As previously explained, since the issue was reported after the event had taken place and the tickets were used, we are unable to offer a refund in accordance with the terms of our FanProtect Guarantee.
  
  That said, we want to emphasize that *** ***** experience is important to us, and we truly appreciate her understanding.
  
  Should she require any further assistance, she is welcome to contact our team at any time through our *********** by logging into her StubHub account.
  
  Thank you for the opportunity to address this matter. If we can be of further assistance, please dont hesitate to let us know.
  Sincerely, 
  ******** *
  StubHub Executive Customer

  Customer Answer

  Date: 04/20/2025

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

  It is clear from my screenshots the tickets they sold me were not the tickets I purchased. They want to issue me a voucher that, in order to use, I would have to purchase more tickets from them. This is not a resolution at all. I want my money back and nothing short of that will resolve the issue - certainly not a voucher that would require I buy from them again. Thank you so much, 

  ****** ****

   

   

   

   

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

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

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond to *** ****** ****`s complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
     
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order associated with this complaint, we confirm that *** ****** **** contacted our support team directly through our website regarding her case. The matter was promptly escalated to the appropriate team for a thorough review of the order and account details.
  
  We are pleased to inform you that *** **** has been issued a voucher, which can be used toward the purchase of new tickets on StubHub. As previously explained, since the issue was reported after the event had taken place and the tickets were used, we are unable to offer a refund in accordance with the terms of our FanProtect Guarantee.
  
  As informed previously, *** ****** **** is not eligible for a refund according our terms and conditions.
  
  Should she require any further assistance, she is welcome to contact our team at any time through our *********** by logging into her StubHub account.
  
  Thank you for the opportunity to address this matter. If we can be of further assistance, please dont hesitate to let us know.

  Sincerely, 

  
  ***** *.
  StubHub Executive Customer

  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:

  I will it accept a solution that requires me to use their service again. They can say whatever that want about being a reseller. They have a responsibility to make sure what they sell is accurate. I stand by my insistence that they refund my money  

  Thank you so much for your help, BBB.

  ****** **** 

   

   

   

   

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

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

• Initial Complaint

  Date:04/05/2025

  Type:Billing 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 December 18th, I uploaded and transferred tickets for sale through StubHub, with the understanding that payment would be issued by March 30th. Despite fulfilling all requirements, I was never paid. Instead, I was informed that payment was withheld due to an alleged outstanding balance from a previous transaction involving failure to upload tickets.This claim is categorically false. This is my first time selling tickets through StubHub, and my account history clearly reflects that there have been no prior listings or transactions. Furthermore, I never received any communicationemail or otherwisenotifying me of any outstanding balance or issue with my account prior to this *********** the request of a StubHub representative, I provided screenshots demonstrating that there is no evidence of any such debt or prior activity. Despite this, no payment or resolution has been offered. Over the course of several days, I contacted customer service multiple times, only to be repeatedly disconnected or dismissed by supervisors.Given the lack of transparency, failure to fulfill the agreed-upon payment, and repeated poor customer service, I am formally filing this complaint. If this matter is not resolved promptly, I intend to escalate it to the appropriate regulatory authorities, including my state attorney generals office.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to *** ********* ******** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We regret the situation reported by *** ********* ********.
  
  We understand the situation reported and can confirm that the case has already been reported to the responsible department, which has identified that *** ********* ******** has a pending charge for an unfulfilled sale relevant to sale number **********
  
  We have identified that this charge is an unfulfilled transaction, and is therefore a valid charge that cannot be reversed.
  
  Unfortunately, we regret to inform that it will not be possible to make payment for the sale made by *** ********* ********, because as described in our terms and conditions, when a seller does not fulfill a transaction, the same may be subject to a charge.
  
  We can confirm that this information has already been provided by our customer service team.
  
  We regret the situation and thank *** ********* ******** for her understanding.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 tickets to *** basketball game on 4/1/25 for $3,189.70 to ********************* vs. LA ****** played on 4/3/25. I was alerted these tickets were NOT available 3 hours before event start. No warning prior to this with option to cancel, drove 3 hours from SD and bought hotel room when alert was received. Was forced into accepting 'comparable' tickets or risked not going to event. Seats were on opposite side of event in row 1. Tickets purchased were for row 3 behind home team of ******. These 'row 1' seats had 3 rows in front and was unable to see most of the game due to visual obstruction (no elevation and could not see over other 3 rows). Original seats purchased had benefit of elevation (row 3) so view would have been unobstructed.Stubhub preys on customers using bait and switch tactics. They knowingly sold me tickets that were never going to be available to me, then coerced the switch with little to no time for any other action to take place. Literally paid thousands of dollars (with $580 service fee) for once in a lifetime experience with my son who really couldn't see at all.

  Business Response

  Date: 04/13/2025

  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, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 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 *******************************************

  
  The following is stated in the policies which *** ******** agreed to at the time of his purchase: If you receive tickets that are not comparable or better than the ones you ordered,notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.

  
  In reviewing this complaint, I can see that *** ******** was sent comparable replacement options in accordance with the policies which he agreed to at the time of his purchase on 04/01/2025. *********** selected replacement tickets from the options which were provided to him within this link. A new order was created when *** ******** selected replacement tickets, and that order was valid. It is stated in the policies which *** ******** agreed to at the time of his purchase that all sales on StubHub are final. *** ******** is not entitled to receive a refund for his purchase as he elected to receive replacement tickets instead of being refunded for his order.

  
  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: 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:

  A full refund was not offered.

  Stubhub (SH) has knowingly listed tickets for sale that were never available.  One would assume, SH would require proof of ticket existence and ownership before listing them for sale (this IS the responsibility of the facilitating party).  I paid thousands of dollars for these tickets, traveled a great distance and paid for expensive accommodations only to have SH pull the rug out 3 hours before the event.  I even attempted to obtain a refund after purchase when it was clear the tickets were NOT immediately provided.  A refund offer was NOT made available until 3 hours before the event.  These are predatory bait and switch tactics that should be illegal.  I'm not sure how these are legal sales tactics.

  What if you bought a car out of state?  Then when you went to pick up the car (after already paying), the seller said, we don't actually have that car.  But lucky for you we have the same car but a different model and color?  We know you traveled a great distance and paid for accommodations but that's your fault for trusting we were ethical.

   SH may only be the facilitator but that does NOT relieve them of responsibility related to providing an ethical transaction.

   

   

   

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

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

  Business Response

  Date: 05/31/2025

  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, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  After reviewing this complaint, we can confirm that *** ******** was offered comparable replacement tickets in accordance with the policies agreed to at the time of his purchase on April 1, 2025.
  *** ******** accepted the replacement offer, and the new order was fulfilled accordingly. As such, he is not entitled to any further compensation.

  As outlined in our policies, all sales on StubHub are final. Since *** ******** chose to receive replacement tickets, he is not eligible for a refund.

  As explained previously, *** ******** is not eligible for a refund according to our terms and conditions, and also we do not offer extra compensation according to our policy.
  
  Thank you for the opportunity to clarify StubHubs policies. Should you have any further questions or need assistance, please don't hesitate to reach out through our *********** by accessing your StubHub account. Were here to help!
  
  Kind Regards,
  
  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 05/31/2025

  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]

  Purchased 2 tickets to *** basketball game on 4/1/25 for $3,189.70 to ********************* vs. LA ****** played on 4/3/25. I was alerted these tickets were NOT available 3 hours before event start. No warning prior to this with option to cancel, drove 3 hours from SD and bought hotel room when alert was received. Was forced into accepting 'comparable' tickets or risked not going to event. Seats were on opposite side of event in row 1. Tickets purchased were for row 3 behind home team of ******. These 'row 1' seats had 3 rows in front and was unable to see most of the game due to visual obstruction (no elevation and could not see over other 3 rows). Original seats purchased had benefit of elevation (row 3) so view would have been unobstructed. Stubhub preys on customers using bait and switch tactics. They knowingly sold me tickets that were never going to be available to me, then coerced the switch with little to no time for any other action to take place. Literally paid thousands of dollars (with $580 service fee) for once in a lifetime experience with my son who really couldn't see at all.

   

   

   

   

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

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

• Initial Complaint

  Date:04/05/2025

  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.

  4/5/2025 Status so far on Stub Hub refund of $334.54 for 3/11/2025 purchase of **** Mens Basketball tournament on 3/16. Reference #*********.On 3/30, I received communication from ****** Pal which I used to pay for the tickets, were closing my request for resolution/refund. Case PP-R-UNP-********* in favor of Stub Hub. As of today's date I still HAVE NOT RECEIVED REFUND FROM STUB HUB for tickets I paid for, followed Stub Hubs requests to accept & transfer back to them & continue to follow up with emails & calls requesting a refund for goods not received but paid for on 3/11/25 via my account with ************************* 4/1/2025 after the decline of resolution I reached out to Stub Hub & the rep ***** told me that they had stopped the refund due to my contacting my bank for dispute & that she would work on processing my refund, but had no date, estimate or assurance when that will be resolved. As in all previous correspondence (10 hrs to date on call inquiries), I was told check my email for ************************* now have received my bill from ****** for the tickets I did not receive. This experience has been nothing short of exhausting, frustrating & financially a real pain. I will NEVER use Stub Hub again. Please advise if any additional is needed & I will provide. Please see my details of the problem in my correspondence to ***************** are my last resort.I have been seeking resolution for a refund since 3/16/2025. I will pay ****** the amount to keep my credit in place but am seeking a refund from Stub Hub for the ticket amount.Gratefully,****** ****** ************

  Business Response

  Date: 04/11/2025

  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.When the seller doesnt deliver the tickets as contracted, they directly violate the terms by which we allow them to use our platform to sell their tickets.

  
  In researching *** ****** complaint, I can see that a chargeback has been placed on the order affiliated with this complaint. The chargeback is currently open. Once this chargeback status has been updated, we can process a refund in accordance with the policies which *** ****** agreed to at the time of her purchase.

  
  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: 04/12/2025

  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.

  I have been waiting since 3/16/2025 for this refund as I was promised by each Stub Hub representative I have spoken to. At this point I just want my $334.54 refunded as I never was able to attend the event for the original purchase on 3/11. I am confused & disappointed that I had to go through this drastic of process for a simple refund which could have been expedited much sooner. Simply, I paid for services that were never rendered. I will never use Stub Hub or it's services ever as this has been a lengthy, frustrating & unprofessional experience.

  May I ask WHEN will the refund be delivered as it is now 30 days later from purchase & many, many phone calls awaiting status? I am sorry for my skepticism but I've been advised that "a refund was in process & under review" for a month now. Not a positive or professional manner to conduct business.

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

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased clipper tickets for Friday April 4th on April 1st from StubHub. I never received the tickets. I contacted stub hub everyday with no resolution. They have yet to provide me with the tickets I purchased nor have they issued a refund. I was not able to attend the game due to the fact that we never received tickets. Proof was sent and anytime I asked to speak with a supervisor I got hung up on.

  Business Response

  Date: 04/13/2025

  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, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets,they are purchasing from a third-party seller who sets their own prices for the tickets listed.

  
  Following my review of the complaint submitted by *** ******** I can see that the refund referenced in this complaint was processed on 04/07/2025. In accordance with our policies, ********** will receive this payment within 5-8 business days of the date on which the payment was processed.

  
  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: 04/13/2025

  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:

  While I appreciate you now finally sending my refund after many many attempts and now that the BBB is involved. I dont feel like that is sufficient for the lies and inconvenience Ive experienced. You all caused me to miss a very important game as well as the giveaway that was given that night. I am beyond disappointed and upset about what I experienced. It was very easy and immediately after making the purchase that my money was taken. This was the worst encounter ive ever experienced making a purchase. You made it completely impossible to get a resolution. It was a complete disappointment and if that was the case I wouldve purchased elsewhere. Im not satisfied and I will never buy from stub hub again. Ticket Master would never! This is not customer satisfaction/ guarantee like you all promised this was a hassle and I feel ****** over honestly. 

   

   

   

   

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

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

  Business Response

  Date: 04/21/2025

  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 *******************************************
  
  After carefully reviewing the transaction related to *** ******* complaint, and as previously explained, we have processed her full refund in accordance with our policy. Regrettably, we are unable to offer any additional compensation.
  
  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 Executive Customer Care
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  Dear StubHub Customer Service Team, I am disputing my Coachella Music Festival ticket purchase (Order #*********) purchased for $496.85 on March 17, 2025. I bought the ticket believing it granted full 3-day weekend access, consistent with Coachellas policy of issuing only full weekend tickets. However, the listing was labeled Sunday Only, directly contradicting the festivals established practices. Furthermore, the originally scheduled delivery date of April 1 was pushed to April 10. I was then informed that the seller had not yet received the tickets. The seller now claims they will be available only on April 13 at 5:00 a.m.a date after the festival begins on April 11 and too late even for a single-day ticket. Additionally, ********* confirmed that all tickets have already been distributed, which directly conflicts with the sellers statements. Therefore, I dispute this transaction on the following grounds: Misleading Advertisement: The Sunday Only label, along with pricing comparable to full weekend tickets, misrepresents the nature of the event. Failure to Deliver: The rescheduled delivery date prevents timely entry to the festival, especially for access to a purchased camping pass shared among aforementioned friends in a similar position. Misrepresentation: Official Coachella information contradicts the sellers claims, suggesting fraudulent practices. I respectfully request a full refund per your FanProtect guarantee notice established upon purchase via the platform. I am in contact with others experiencing similar issues and am prepared to pursue legal action with a class action attorney if necessary. However, I prefer a resolution such as a refund that would be less complicated for all parties involved. Please escalate this matter promptly and advise if further documentation is needed. Thank you for your attention. Sincerely, **** *********

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to **** ********* complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We regret the situation reported by **** *********.
  
  We can confirm that according to our terms and conditions, when a seller cannot fulfill the sale, we do our best to find new tickets, and when this is not possible, we provide a full refund to the buyer.
  
  We can confirm that **** ********* received new tickets in accordance with our terms and conditions, and was granted entry to the event.
  
  We regret that it will not be possible to provide a refund for the order, as our guarantee was applied correctly, provided with new tickets, as described in our terms and conditions.
  
  Regarding the listing, all information is present before a buyer finalized a purchase. This means that the information that the ticket would be Sunday Only was given to **** ********* at the time of the search, as well as throughout the purchase process and before the purchase was finalized.
  
  We thank **** ********* for the patience and understanding.
  
  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:04/04/2025

  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 spent almost $500 with stubhub. I was not ever sent an email with the parking tickets. I have tried to explain this to 3 different representatives. All of them told me I was incorrect. The parking tickets were never sent to me and I dont appreciate being told I am lying. I asked for a manager/supervisor and was told no 3 times. I want a refund of the parking tickets I was unable to use. After spending nearly $500 I expect that an exception can be made for the $38 for parking I was not able to use. This is the least you can do after the experience I had with your customer service and after being told I received the tickets when I am telling you I did not! We had to pay out of pocket for parking and I would like the $38 back. I want an exception made. If I am not going to be given the $38 dollars back you have lost a customer for life! $500 is a LOT of money and $38 for parking to keep a customer is the least you can do, I want a refund and I want an apology.

  Business Response

  Date: 04/16/2025

  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, concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************   
  
  In reviewing this complaint I can see that *** ***** seller provided the tickets correctly to the email address she provided for transfer. It is stated in the policies which *** ***** agreed to at the time of her purchase that buyers on StubHub are protected by the FanProtect Guarantee as long as  they comply with required timelines and provide the correct information. *** ***** tickets were delivered on 29/3/25, she is not entitled to be refunded or otherwise compensated for this issue as his seller has provided proof of her tickets having been sent and as such we are obligated to pay his seller in full for the transaction.   
  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: 04/16/2025

  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:

  [we were not able to use parking tickets purchased since they were not sent to the email.]

   

   

   

   

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

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

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to respond to *** ****** ***** s 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, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes:Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ***************************************************

  
   In regards to *** ****** complaint,as previously stated we are unable to provide her with a refund as the tickets were delivered correctly with the information she provided. StubHub considers this matter resolve and any
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely
  *****
  StubHub Executive Customer Care

  Customer Answer

  Date: 05/21/2025

  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:

  I expect a full refund for the parking tickets regardless of your policy. 

  Stubhub failed to disclose that A. If there was not available parking in the garage on the night I paid that we would not be able to use the tickets. B. Failed to send me the email with the parking tickets. 

  I refuse to accept your copy/pasted reply and will not accept anything other than a refund. UNTIL you GIVE ME A REFUND this ticket will REMAIN OPEN with the BBB. I will not close this until refunded. I dont care if this drags on for years. This was a major scam and I want my money back. 

   I will open as many tickets as I need to. I will not let this go until you have given me my money back. For a multi billion dollar corporation I have a VERY hard time believing you cannot arrange a $40 refund. 
  

   

   

   

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

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