Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  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 Tuesday July 15, 2025 I purchased 2 tickets from Stubhub for a game - **************** Saturday July 19 at 7pm at ****************** in ***************On Wednesday July 16 I checked my confirmation email, see picture 1 - 6770, which said my order is confirmed for 2 seats in section 142 ROW 22. I then noticed lower in the email under "Disclosures" it said "Piggyback seats - they're together in two consecutive rows".Having never heard of "Piggyback seats" I did some research and found that Stubhub refers to seats in 2 different rows right behind one another as piggyback seats.Picture 3 - 6772 attached is a screenshot of my search which says for 2 tickets "You'll be seated together" then shows 2 seats side by side. Picture 2 - ******************************************************************** the Stubhub app. "2 tickets Section 142 ROW 22"I spent over 2 hours yesterday with Stubhubs "live agent", a stubhub "customer service phone **** & a ********************** "customer service phone supervisor". I asked all 3 of them to cancel my order or exchange my tickets for similar ones side by side and all 3 refused, saying I bought "piggyback seats" and all sales are final, in fact I was hung up on twice. I advised them my search was for "2 tickets seated together" with a picture of 2 seats side by side. I advised them when I look at my confirmation email it says I purchased 2 tickets in section 142 ROW 22. I advised them on their app under my tickets it shows I purchased 2 tickets in section 142 ROW 22. Nowhere did it say I bought or was buying 1 ticket in ROW 22 and 1 ticket in ROW 21 or 23.I have been buying tickets for almost 40 years and have never heard of "Piggyback Seats". In fact it is a made up term by Stubhub to get rid of individual seats they normally can't sell or profit off of. It's a deceptive sales tactic called "bait & switch" The bait - lower priced tickets, the switch - seats that are in different rows and not together.Asking for Stubhub to do the right thing.

  Customer Answer

  Date: 07/17/2025

  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:07/08/2025

  Type:Delivery 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.

  2 tickets purchased for Dude Perfect event in ********, ***** on 12/8/24 (Christmas gift). Was contacted via email and told that my tickets could no longer be delivered and comparable tickets would be provided (section 108 was purchased, section 220 is being provided - worse seats at the same price). New seats are also now paper tickets, being delivered by *****. Tickets were updated on 6/13/2025 but not shipped until 7/3/2025. ***** attempted a one time delivery after 6pm on 7/7/2025 but I was not home. That evening, I received an email from StubHub staying ***** had attempted to deliver by package multiple times (inaccurate) and that if I did not contact ***** by 5pm, my package/tickets would be destroyed and I would not be reimbursed. I didnt receive this email until 7:44pm. I proceeded to contact StubHub numerous times that evening and the following day. It is now after 3pm on 7/8/2025, the event is at 7pm over an hour away and I still do not have my tickets. Ive online chatted with a live agent and called and spoke with 4 different agents. No one will escalate and allow me to speak with management. Im being told its my fault for not being home last night when the delivery was attempted but I disagree.I think the tickets should have been delivered prior to the evening before the event, especially considered that they were purchased in December. Also, the tickets I purchased for section 108 are not being provided to me. Im being sent tickets in section 220 which I can see online can be purchased for $30 dollars each when I paid over $200 for my original tickets. I purchase tickets to events often and have never had this happen or have such a negative/unhelpful experience with customer service. ********************** also offers a ********** guarantee ensuring you will receive your tickets prior to your event. I have an email where they are now telling me: Please note that this order is no longer protected by our guarantee due to the missed delivery attempt.

  Business Response

  Date: 07/22/2025

  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. 
  
  In accordance with our previous responsive, StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, 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 *******************************************
  
  We regret to inform you that, while we fully understand and acknowledge your frustration, we must refer to the policies you agreed to at the time of purchase. As clearly stated during the checkout process, all sales on StubHub are final.
  
  We have thoroughly reviewed the case notes related to your order and account. Based on this review, we are unable to offer a refund. The tickets were shipped in time for the event, and it is the buyers responsibility to ensure someone is available to receive the delivery.
  
  In addition, delivery was attempted the following day, and tracking confirms that the tickets were successfully delivered to the correct address prior to the event.
  
  As a secondary marketplace, StubHub does not own the tickets listed on the site. We connect fans who wish to buy and sell tickets and make every effort to support buyers in receiving their tickets on time. In this case, all communication confirms that the tickets were delivered via *****, and per our policy, we are obligated to compensate the seller for a completed transaction.
  
  Should ****************** require further assistance, our team is available through the *********** when logged into a StubHub account.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  Sincerely,
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/03/2025

  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 tickets for a soccer match that had a lot of demand - paid $800 between myself and 3 friends. Ticket prices went up after I purchased my tickets and the seller backed out. I received an email saying the tickets I purchased werent available. At that point Stubhubs fan guarantee policy which supposedly offers equivalent or better tickets offered me tickets that werent even close to equivalent - in an *** stadium the tickets I purchased were in the **************************************************************************** the 600 and 700 level which are nosebleed seats or a refund. This despite the fact that there were hundreds of tickets that were actually equivalent available in their system but at that point I guess they didnt offer them because the prices had gone up. Of course at this point even if they give me a refund Im going to have to spend way more than I initially did to get anywhere close to the same seats. This obviously happens all the time so customer service and supervisors are trained to say they cant do anything because of the policy. There is no one you can talk to that can do anything to actually help you by design. To make matters worse while I was on the phone with them a similar ticket for the same price popped up in the same section and row. They told me that they couldnt offer me that ticket which was literally exactly equivalent to what I purchased (location and price) because some other department handled the substitute ticket offers and they couldnt request they re-run it. It made zero sense and they basically told me they wouldnt do anything to try to help because thats their policy. I dont typically right reviews let alone bad reviews but this has been one of the most frustrating experiences Ive ever had with customer service. I ended up requesting a refund because I dont want to get stuck with terrible tickets I could have purchased for a fraction of the price but now Ill have to pay more elsewhere

  Business Response

  Date: 07/16/2025

  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 associated with this complaint, we can confirm that *** ****** *. contacted our support team directly through our website regarding his case. His inquiry was promptly escalated to the relevant team for a thorough review of both the order and account information.
  
  As previously communicated to *** ****** *., we sincerely apologize for his experience and fully understand his frustration. Please note that, as a secondary ticket marketplace, we strive to ensure customers can enjoy their events.
  
  In this case, as the comparable tickets offered did not match his preferences, we processed a full refund for *** ****** *. upon his request.
  
  We would also like to clarify that, as a secondary marketplace, we are unable to provide additional compensation, such as for hotel, food, or transportation, based on the terms of our FanProtect Guarantee, which *** ****** *. agreed to at the time of purchase.
  
  Please remember, you can reach our team at any time through the *********** by accessing your StubHub account.
  
  Thank you for the opportunity to clarify StubHubs position in this matter. If I can be of any further assistance, please feel free to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer
  
  

• Initial Complaint

  Date:07/03/2025

  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 6 tickets. Customer informed me SEVERAL times that no membership was needed to use the tickets. I have it documented. Then 4 months later they tell me I need to have a membership to use the tickets or I lose them. **************** hung up on me too. Absolutely ridiculous

  Business Response

  Date: 07/16/2025

  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 associated with this complaint, we can confirm that *** ******** ******* contacted our support team directly through our website regarding his case. His inquiry was promptly escalated to the relevant team for a thorough review of both the order and his account information.
  
  As previously communicated to *** ******** we sincerely apologize for his experience and fully understand his frustration. Please note that, as a secondary ticket marketplace, we strive to ensure that customers can enjoy their events.
  
  In this case, *** ******* would have needed a membership in order to use the tickets. Unfortunately, this requirement was not clearly stated in the original listing, which contributed to the confusion. However, as *** ******* is protected under the StubHub FanProtect Guarantee, our agent is currently working with the relevant department to resolve the matter, including processing a refund.
  
  As previously mentioned, the refund is under verification, and one of our agents will reach out to *** ******* with an update as soon as possible.
  
  Please remember, you can contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify StubHubs position. If you need any further assistance, please feel free to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:07/03/2025

  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 originally purchased tickets to a concert from StubHub. StubHub being the original secondary market seller. ORDER NUMBER: *********. They took my funds at the time of sale, around $500 with fees. I later could not attend the concert so I issued the tickets for sale on StubHub, and some them to another StubHub member Sale *********. According to Stubhubs sellers policy, All sellers will not receive funds until the end of the event. So as of today I have already delivered the tickets to the buyer, per their instructions, but have not been paid. And due to policy will not be paid for weeks to come. This policy should be void because these tickets came from StubHub. And also StubHub is politely removing themselves from their own policy by collecting the funds from their sales immediately. This is a breach of their own policy. I should be paid at the time of sale of the ticket or StubHub should follow their own written policy. Additionally when discussing this with 2 employees, they were unwilling to provide discretionary details as to why StubHub can act as a seller but not live within their own policy. Both conversations were ended by the employees disconnecting, in which one of the employees then proceeded to push my account into reset. Kicking me to my log in screen and causing a password update. I reached back out for supervision support for the incident and was greeted with another disconnection initiated by the employee. I would like the funds from my sale delivered. As I have delivered your tickets to your customer as requested.

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond to *** **** ***** BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts,theaters, and other live entertainment events. We do not own any of the tickets listed on our website. When buyers place an order for tickets, they purchase from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for 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 ********************************************************************;
  
  We understand that *** ***** would like to be paid immediately for the tickets she sold, however our seller policies state, Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. *** ***** will be paid in accordance with the policy in place, and to which she agreed, at the time she listed his tickets for sale. *** ***** will receive the payment which they are owed after the event has taken place in accordance with the policies which they agreed to when listing their tickets for sale on the StubHub platform. 

  
  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:07/03/2025

  Type:Customer Service 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 for the ********* World Cup Final scheduled for July 13, 2025, at *************** (Order #*********). StubHub accepted full payment, confirmed my purchase, and I then booked non-refundable flights and hotel accommodations in ******** to attend the event.Shortly after, I received an email from StubHub stating that the seller canceled the transfer of tickets. StubHub has refused to provide replacement tickets or any guaranteed delivery date, instead insisting I wait until 9:00 AM Pacific Time on the morning of the event to find out whether I will receive the tickets. At that point, I will already be in ********, having incurred travel costs based on a confirmed purchase.StubHub claims to offer a FanProtect Guarantee, but they have confirmed that if the tickets are not delivered by the seller, their only remedy is a refund, which would come far too late to prevent financial loss. They explicitly told me that they will not compensate or reimburse for any travel-related expenses, even if the seller fails to deliver.This creates a misleading and unfair commercial practice: they sell access to an event, take full payment, but offer no real delivery guarantee, instead pushing all the risk onto the customer. Their platform permits sellers to cancel transfers or delay delivery until the very last moment, while StubHub assumes no proactive responsibility to fulfill the order in time.I believe this violates Section 5 of the *** Act (unfair or deceptive practices). StubHub continues to advertise guaranteed protection and reliable service, but their execution exposes customers to avoidable financial loss especially for major events requiring travel.I am requesting the *** investigate StubHubs practices regarding:Their failure to ensure timely ticket delivery,The misleading scope of the FanProtect Guarantee,Their refusal to offer replacement tickets or liability for related losses.

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to *** ****** ****`s complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order associated with this complaint, we can confirm that *** ****** **** contacted our support team directly through our website regarding this matter. The issue was promptly reviewed by our dedicated team.
  
  We are pleased to confirm that *** ***** tickets were delivered on time for the event. Our agents also provided assistance by explaining the ticket details and guiding him through the acceptance process.
  
  We understand that delays in ticket delivery can cause stress and anxiety. However, as StubHub is a secondary marketplace, ticket delivery depends on when the original ticket holders (sellers) receive them. In many cases, tickets are released by event organizers closer to the event date, which can affect the transfer timeline.
  
  We hope this helps clarify how StubHub operates and that *** **** had a great time at the event.
  
  If you require any further assistance, please feel free to contact our support team through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify this matter. Should you have any further questions, please do not hesitate to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care

• Initial Complaint

  Date:07/03/2025

  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 tickets to an event, the tickets was supposed to be a clear view. Once the tickets was delivered the ticket was an obstructed view which I did not purchase. However the seller sent me the wrong ticket. I contacted StubHub & was instructed to return ticket & then StubHub would resent another ticket. I returned ticket. However StubHub has not sent me my ticket. Ive been calling multiple times & keep getting the run around. StubHub says it could be a hour before event that they send my ticket but why would they have me waiting when I need to know for sure I got an ticket for the event.

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to *** ***** ********`s complaint, BBB case #********. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order associated with this complaint, we can confirm that Ms. ***** ******** contacted our support team directly through our website regarding this matter. The issue was promptly reviewed by our dedicated team.
  
  We are pleased to confirm that *** ******** accepted the tickets received along with the voucher compensation, which has already been issued. An email containing the relevant details was sent to her, and no further action is required at this time.
  
  If you require any additional assistance, please feel free to contact our support team through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify this matter. Should you have any further questions, please do not hesitate to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care

• Initial Complaint

  Date:07/03/2025

  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.

  Bought tickets for a set price, then was told the seller couldnt deliver at that price. Now ticket prices have doubled and the replacement they give is a huge difference in seating. I bought field view and now Im being offered nose bleeds. This is totally unfair and I just wish they would provide better resolutions for their faulty business.

  Business Response

  Date: 07/12/2025

  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 *******************************************
  As previously agreed,you opted to receive replacement tickets after the original seller was unable to fulfill your initial order. Since the replacement tickets were issued at your request, we are unfortunately unable to process a refund at this time. We understand that the event has now passed, and we sincerely regret any inconvenience this situation may have caused. Please know that we value your business and appreciate your understanding.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  *****
  StubHub ***********************

• Initial Complaint

  Date:07/02/2025

  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 am a resident of ******, *******. On June 29, 2025, I attempted to purchase two tickets from StubHub *********** for the 7:00 PM **************** football game. I was attending with my elderly father, who suffers from Alzheimers disease, so I waited until closer to game time to ensure he had the energy to attend.I purchased the tickets at 6:40 PM, but by 7:10 PM, I had still not received them. Concerned that the tickets would not arrive in time, I purchased alternative tickets through Ticketmaster. The tickets from StubHub were eventually delivered at 7:35 PM - 35 minutes after the game had started - while I was already inside the stadium.I contacted StubHub to request a refund or credit, given their failure to deliver the tickets in a timely manner. However, they refused my request, claiming, among other reasons, that there was no delay with the ticket delivery.I am seeking a refund or credit due to StubHubs failure to provide the tickets as promised, which caused significant inconvenience.Thank you for your attention to this matter.

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to *** ** ********** BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts,theaters, and other live entertainment events. We do not own any of the tickets listed on our website. When buyers place an order for tickets, they purchase from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ********************************************************************;
  
  In regards to *** ********** complaint, Im sorry  for the issue you encounter for the fulfilment of your order, Im happy to confirm that an issue has been issued to his account and he was reached out directly to confirm this resolution. If he needs further assistance  do not hesitate to contact us via our help center.
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.
  
  Sincerely
  *****
  StubHub Executive Customer Care
  
  
  

  Customer Answer

  Date: 07/14/2025

  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:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to purchase 3 tickets of a concert on Stubhub, and I had already purchased parking on another app called Spot Hero before purchasing the concert tickets on Stubhub. So when I tried to buy concert tickets on Stubhub, I didn't click to add parking. The total balance to be paid before I clicked for payment was only for the concert. However, after purchase, I realized I received two separate receipts for both the concert and parking (***** after tax). I then called Stubhub to cancel for parking which I didn't purchase. They said I couldn't cancel, but I could resell. I even made a resell ticket. However, I then realized Stubhub acquired this parking ticket from another app called ParkWhiz, which does not allow the resale of its tickets acquired on third-party apps like Stubhub...

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond to *** ******** **** BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts,theaters, and other live entertainment events. We do not own any of the tickets listed on our website. When buyers place an order for tickets, they purchase from a third party.
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for 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 ********************************************************************;
  
  *** **** is not entitled to be refunded for the order referenced in this complaint as all sales on StubHub are final as is stated in the policies which *** **********  agreed to at the time of his purchase. We are obligated to pay his seller in full for this transaction as the tickets were delivered on time and exactly as described. If this event has not passed and *** ****  does not want to use these tickets he has the opportunity to relist them. 

  
  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