Complaints

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

• Initial Complaint

  Date:07/02/2025

  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.

  Was sold a ticket to the wrong event. Ticket was not refunded. Ticket was supposed to be for an event on June 7th, but the ticket was actually for an event that happened on May 16th.

  Business Response

  Date: 07/11/2025

  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 was able to process a full refund in accordance with the policies which *** ****** agreed to at the time of his purchase.I apologize for his experience, and for any delay in resolving this issue. ********* will receive this refund within 7 days of todays date.
  
  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: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/02/2025

  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.

  Complaint Description:I purchased tickets through StubHub that were listed as Section 309 Row 1 Seats ******. However, the tickets I received were for Seats *****. These seats were misrepresented in the listing, which led me to pay a premium price because I believed I was purchasing aisle seats at the end of the row. Meanwhile, tickets in the middle of the same section were significantly cheaper.I contacted StubHub to request a refund under their FanProtect Guarantee due to this clear misrepresentation. However, StubHub refused to provide a refund and instead suggested I try reselling the tickets at my own expense, which I believe is unfair and places the burden of the sellers mistake on me.Desired Resolution:I am requesting a full refund of the purchase price for these tickets. I also believe StubHub should hold the seller accountable for listing inaccurate seat information.

  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 ********************************************************************;
  
  The following is stated in the policies which *** ***** agreed to at the time of their 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.  As we do not guarantee an exact seating and the tickets are on the same section we cannot offer you a refund for this 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: 07/14/2025

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

  [Your Answer Here]

   I am extremely disappointed with your response regarding BBB Case #********.
  
  Let me be clear: I purchased seats ****** based on the reasonable assumption that these were aisle seats an industry-standard interpretation in most venues. StubHub's listing did not provide any clarification to suggest otherwise. I paid a premium price under this assumption.
  
  What I received were middle seats, clearly not on the aisle. On top of that, other middle seats in the same row were available at significantly lower prices on your platform. In what world are these seats comparable? It is absolutely unreasonable and frankly insulting to claim that middle-row and aisle seats are of equal value. This goes against common industry practice and basic consumer logic.
  
  Your response completely ignores the real issue: StubHub allowed a misleading listing to be sold at a higher price, and now refuses to take responsibility. Your FanProtect Guarantee is meaningless if you define comparable so vaguely that anything in the same section qualifies regardless of price, value, or seat desirability.
  
  I am not asking for anything unreasonable. I am demanding either a refund or appropriate compensation based on your failure to deliver the value that was clearly expected at the time of purchase. If this is not resolved fairly, I will continue to escalate this issue beyond the BBB.

   

   

   

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

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

  Business Response

  Date: 07/23/2025

  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, 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 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 purchase associated with this complaint, we can confirm that you contacted our team directly regarding the issue, and tickets were successfully provided for your order. Our records also show that the tickets were accepted and used to attend the event.
  
  As a secondary ticket marketplace, StubHub is committed to upholding our FanProtect Guarantee, which ensures that customers receive valid tickets in time for their events or are offered comparable replacements when original tickets are unavailable. In this case, the tickets uploaded were in the same section and row as listed. Since StubHub does not guarantee exact seat numbers and the tickets matched the section and row advertised, we are unable to offer a refund for this order.
  
  While we understand and acknowledge your dissatisfaction with the specific seat location, the order was fulfilled in accordance with StubHubs policies and the FanProtect Guarantee. Unfortunately, we are unable to offer a refund, as the service was delivered and the event was attended.
  
  We regret that your experience did not meet your expectations and truly appreciate your feedback, as it helps us improve the service we provide. If you have any additional questions or need further assistance, our team is always available through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to address ****************** concern. Please let me know if I can be of any further assistance.
  Sincerely, 
  ******* *.
  StubHub ***********************

  Customer Answer

  Date: 07/23/2025

  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 want to clearly state that the issue was not resolved.

  StubHub did not offer a refund or any meaningful resolution,

  and I am still extremely disappointed with how they handled the situation.

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

• 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.

  6-5-25 I listed my two tickets to ******* The Band at ***************** in ***********, ******** for June 28th. Section 3 Row G *****. The final sale price was $141.00 each ticket.6-6-25 I received a notice to upload my tickets to make the transfer to buyer easier so I would not have to do so. Which I did.6-25-25 Received notice that I had sold tickets to email address ************************************** Name *************************** "You will be paid regardless whether they accept the tickets or not". ($141.00 x 2).6-25-25 Called customer service to make sure it was uploaded correctly and sending to customer. **************** said it was all ************ Received notice that my tickets were cancelled. 6-29-25 Received noticed that said that you for selling you tickets how did we do?6-30-25 Had a charge on my charge card for my two tickets to ******* for $240.00!6-30-25 Called Stubhub to resolve this and was told they have records of my calling and contact but could not do anything for ***** days!6-30-25 I have called my charge card company to dispute the charge. * I need the charge taken off my charge card and money paid to me from the sell of my two tickets.

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to *****, ******* complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  

  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, 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 can confirm to *****, ******* that the case is being reviewed, and we will provide feedback regarding the case's conclusion.
  If *****, ******* has any further questions, she can contact our customer support team directly.
  We thank *****, ******* for her understanding and patience.
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

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

  
  

  Customer Answer

  Date: 07/11/2025

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

  [Your Answer Here]

  I did know Stubhub was/is a secondary ticket reseller. I listed two of my four tickets for the band Chicago at *****************. I was told do upload my tickets for a digital transfer to make it easier on buyer so could get tickets ****. As stated I was told my tickets were sold. Even called customer service to confirm they said yes. Tickets sold for $141.00 each ( ticket actual value $189.75 each). One hour before tickets were canceled. Then I was charge $240.00 for my own tickets!

   

   

   

   

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

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

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to *****, ******* complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, 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 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 for 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 ********************************
  
  Upon reviewing the order related to ****************** complaint, we confirm that her case have been escalated to the relevant team for review. Our team will reach out as soon as an update is available
  
  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: 07/21/2025

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

  Thank you for escalating this problem and hope its resolved in a quick matter. 
  

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

   
  

  
  

• 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.

  Stubhub guaranteed delivery of my tickets for an event by 6/26/25. The tickets did not arrive by that date and as a result I would not be able to use the tickets as the event was not local and I had already booked travel in anticipation of their arrival on the 26th. **************** at ********************** has continually refused my refund request despite their advertised warranty that my tickets would arrive by that time or I would receive a refund.

  Business Response

  Date: 07/11/2025

  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, we apologize for the inconvenience she has encountered, we will escalate her case to the relevant departments for an investigation, we will update her as soon as possible.
  
  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:07/02/2025

  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 4 tickets to a concert and about five minutes after I bought them 1 of the tickets became invalid for an unknown reason. I reached out 3 times to customer service who all gave the same response saying they would send me a follow up email for me to either get replacement tickets or full reimbursement but they never sent any email. I believe they are wasting my time so that the concert date passes by and I no longer have any recourse.

  Business Response

  Date: 07/11/2025

  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 ********************************************************;   
  
  The contact information provided by *** ******* in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated *** ******* will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further. 

  
  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:07/02/2025

  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.

  July 2, 2025 ****** purchase on StubHub I would like a refund based on deceptive and misleading ticketing information. I would also like to see laws ensuring consumer protection from misleading and deceptive ticket sales on ****** and all other event ticketing services.I purchased tickets based on the StubHub ticket description to a concert performance with *** *******, ****** *********, and ***** ******. Everything on the ticket sale indicated that. I only found out shortly after purchasing the tickets that the three artists arent performing at the concert when I looked up the venue location to map directions to the venue. Thats when I learned that a group of people (who arent the artists) were going to be performing the music of these artists listed. Additionally, I immediately reached out to customer support at ********************** asking for a refund since the ticket sale information for the performance was inaccurate and misleading. I had proof of such and despite that the customer support said that my only option is to try and resell the tickets on their site. I feel like this is a clear example of consumer fraud. I feel like this is another example of a company online is able to shelter behind Section ******************************************************************************** place on event ticketing sites where if a consumer is clearly mislead and deceived that they will be issued an immediate refund.

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to *** ****** ******** complaint, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************    
  
  As outlined in StubHubs policies agreed to by *** ****** ******** at the time of purchase all sales are final. We can confirm that all event details were available prior to the completion of her order.
  
  Given this, *** ******** is not eligible for a refund for the order referenced in this complaint, as we are contractually obligated to pay the seller for the transaction.
  
  If the event has not yet taken place, she may consider using the tickets or relisting them for sale on our platform. Unfortunately, she is not eligible for a refund or any other form of compensation.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,     
  
  Sincerely,     
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12 and April 14, I sold a total of 8 tickets through StubHub while I was overseas in ********. As soon as I returned home, I transferred the tickets and confirmed the transfers were completed on April 21.On April 29two days after the event took placeStubHub informed me that the buyers claimed they were unable to use the tickets and requested proof of delivery. I promptly responded with the relevant documentation.On May 9, StubHub replied, stating:"When multiple buyers report that they have been denied entry due to the same issue, we need to give their claims serious consideration. For this reason, proof of purchase is not sufficient to avoid claims from multiple buyers."Despite providing proof that the tickets were transferred, I was charged a penalty on May 11. I disputed this charge with my bank, as I had fulfilled my responsibility as the seller.On May 15, I obtained official scan reports from the venue confirming that the tickets were valid and used. I immediately submitted this documentation to StubHub.I followed up with StubHub and was advised to wait 45 days for a resolution. However, when I contacted them again on July 1, I was told that because I initiated a chargeback through my bank, the resolution would now take an additional 90 days.I am seeking payment for the ticket sales, totaling $1,656, for tickets that were valid, transferred on time, and confirmed as used by the venue. I have attached the venues email confirming the ticket scans.I am reaching out to the BBB in hopes of resolving this matter fairly and promptly, as I have fully complied with StubHubs policies and fulfilled my obligations as a seller.Thank you for your time and assistance.Please let me know if there is any other information I can provide.

  Business Response

  Date: 07/11/2025

  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 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 ******************************************* 
  
  On July 11th, 2025, *** **** received a seller credit for account *********. All associated charges have been reversed, and the credit has been successfully issued. Regarding account *********, we noted that a chargeback was filed on June 3rd, which has paused our internal resolution process. To proceed with investigating the matter further, we kindly request that *** **** provide documentation from your bank confirming that the chargeback has been dropped. Once you obtain this confirmation, please forward it to us so we can notate the account and escalate the matter to our chargeback team accordingly.
  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:07/01/2025

  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 June8, 2025, I sold two tickets on StubHub for the Brand New concert in ******. I mistakenly listed them for June8 when they were actually for June9.I was quickly in contact with StubHub and explained the error. A StubHub support representative assured me that if I fulfilled the sale for June8 (by buying replacement tickets at my own cost and transferring them to the buyer), I would be guaranteed to receive my original June9 tickets back. Relying on this promise, I purchased new June8 tickets out of pocket and completed the transfer as instructed. I promptly submitted proof of the transfer to StubHub the same day, and my case was escalated internally.I followed up again with StubHub on June9 and June16, and finally sent a detailed follow-up email on June26, asking for an update and direct contact with the escalation team. As of today (nearly three weeks later and after the concert has passed), I have still not received any response from StubHubs escalation team, nor have I received my June9 tickets back or any compensation.Because it is now impossible to return the tickets after the concert date, I am requesting monetary compensation for the value of the June9 tickets as originally promised.I acted in good faith, incurred a financial loss to fulfill StubHubs guarantee, and have made multiple documented attempts to resolve this directly. I am asking for StubHub to honor its stated commitment or provide a fair monetary resolution.

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond to ******, ***** complaint, BBB case # ********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  In researching the complaint filed by ******, *****, I can see that the refund was successfully processed on July 11, 2025 and sent back to her original payment method. ******, ***** was also sent a confirmation of refund to the email address on file. Our *********************** has confirmed the refund transaction is complete, and we are unable to issue any additional funds or provide further assistance in tracking the refund. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  
  **********
  StubHub Executive Customer Care 
  
   

  Customer Answer

  Date: 07/13/2025

  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.

  However, I do want to note to them that despite multiple follow-up emails over the past five weeks, I never received any direct communication from the internal escalation team that my case was supposedly sent to on June 8. Clear and timely communication would have helped avoid this escalation in the first place. I hope StubHub will consider reviewing its escalation process to improve the customer experience in situations like this.

  Despite the above, confirming again that this is resolved on my end.

  I appreciate your help in having this matter resolved. 

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

• Initial Complaint

  Date:07/01/2025

  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.

  March 26th. Tickets were bought for a Def Leopard concert and parking in ******, Ark from StubHub. On June 22 (the evening prior to the concert) I was informed by email- that our seating had been changed, due to a "change of venue". The seats were downgraded from good seats a few rows from the concert to "lawn seats". I had paid over $730 for 2 seats. I am disabled and cannot get up and down from a lawn seat. I called StubHub and spoke for over 1.5 hours to customer service. Finally after much deliberation and demanding to speak to a supervisor, to get a full refund, I was promised a FULL refund on tickets and parking. They have not sent anything- Ticket Master did email me (on June 23rd) saying my ticket transfer had been canceled. StubHub customer service verified, through screenshot emails that everything had been done as requested by them. If I need to make a complaint against Ticket Master also- please advise me to do so, Thank-you

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond to ****, ********* complaint, BBB case # ********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 

  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  In researching the complaint filed by ***** ******** I can see that the refund was successfully processed on July 10, 2025 and sent back to her original payment method.  ****, ******* was also sent a confirmation of refund to the email address on file. Our *********************** has confirmed the refund transaction is complete, and we are unable to issue any additional funds or provide further assistance in tracking the refund. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  
  ********** 
  
  ******* ********* ******** **** 

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets to a concert on 10/28/2024. I chose to get the ******************** for extra money, and I ended up needing it. By the time the concert came around, I still had never received my tickets. My order still, to this day, says order processing. At this point, I have spent $865 on the tickets and not received them. The concert venue doors open, and I still had not received them. I had contacted their customer support service, which is only virtual messaging, about half an hour prior to doors opening. The first ***** never sent me a link to replacement tickets or a refund like she said she would. I had to go spend another $620 for tickets on my own, so now I am down over $1400. I decided to enjoy the concert and re-contact them in the morning, after the concert. I wish I was able to have received replacement tickets instead of buying new ones through a different company. Morning after the concert, I still never received a link with my options. I contacted their messaging-only customer service, and was able to finally be sent a link. This process was so difficult to just get anything done in a timely manner.

  Business Response

  Date: 07/10/2025

  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.
  
  The contact information provided by ****** ****** in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated ****** will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further.
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  
  Sincerely,
  ****** *.
  StubHub ***********************