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:07/01/2025

  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.

  Regarding Order #*********, I had filed a dispute that i was wrongly charged ******* CAD, had to file it again but still haven't received a resolution with the cancellation of that charge and return of that amount. Attaching screenshots.

  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 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 *******************************************
  We are still in the process of reviewing the seller charge reversal request for *** ******* We sincerely apologize for the delay and truly appreciate his continued patience during this time.
  Should we require any additional information to complete our review, we will not hesitate to reach out to *** ****** directly. Thank you for 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 ***********************

  Customer Answer

  Date: 07/10/2025

  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:

  still waiting for the solution, been too long, Please do it at the earliest!

   

   

   

   

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

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

  Business Response

  Date: 07/19/2025

  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.
  
  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 *******************************************
  
  Upon reviewing the order associated with this complaint, we can confirm that *** ******* ****** contacted our support team directly through our website. 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 *** ******* ******`s payment has now been successfully processed. A confirmation email has been sent, confirming the credit and the sale concluded.
  
  We sincerely apologize that the process took longer than expected and appreciate *** ******* ******* patience and cooperation throughout.
  
  If you require any further assistance, our team is always available through the ************ accessible by logging into your StubHub account.
  
  Thank you again for the opportunity to clarify StubHubs position. If theres anything else we can assist with, please dont hesitate to reach out.
  Sincerely,
  ******* *.
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:06/30/2025

  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 sold a ticket for 3384 via Stubhub on May 10th, 2025. The event was for a European Cup final that was on the 31st of May, 2025. I still have not received the payment as of July 1st, 2025.I tried to reach out to them many times and to get the proper customer support, with them always pushing back to a 3 business day wait to escalate the matter, and nothing ever gets done. I call back after the 3 business day wait to receive the same run around treatment of excuses on why the payment hasnt been delivered. They blocked my account for a couple of days requesting ID verification which I provided, and then unblocked the account, with no reason for blocking in the first place. Now they are saying that they couldnt escalate because the account was blocked. I tried to reach to their escalating department but they dont have a direct line, and only seem to keep extending the payout.

  Business Response

  Date: 07/10/2025

  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 have attempted to pay him for his sale but he needs to update their getting paid method, we have send him an email with the detailed instructions on how to do it, if he needs further assistance he can reach out to 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
  

• Initial Complaint

  Date:06/30/2025

  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 parking tickets in advance and received them but way too late to use. On the day of the event, I waited as long as I could, but the delay forced me to find alternative parking. I did not use the tickets because they arrived after I had to park elsewhere.When I contacted customer support, I was told they wouldnt issue a refund because I didnt reach out before the event started. This is unfair. I couldnt waste time chasing them while trying to attend the event I paid for. The delay was entirely their fault, not mine.They refused to refund or credit me for a service I paid for but could not use. I strongly caution anyone considering buying from this company if anything goes wrong, you may be left with no solution.

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond to *** ******** ******** s 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 her purchase. We are obligated to pay her seller in full for this transaction as the tickets were delivered on time and exactly as described. 
  
  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:06/30/2025

  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 to a festival in ********* (When We Were Young Fest) and I sold them in July of 2024 with the event being in October of 2024. When I received the physical tickets (wristbands), I was preparing to ship them to the buyer, but the buyer had no shipping address associated with their account. I contacted ********************** on 10/11/24 about the issue and was told they would contact the buyer. I called Stub Hub again on 10/15/24 about the issue and they said that I needed to wait until the sale had been cancelled (due to tickets not shipping) since the buyer was not responding to their attempts to contact but this issue was not due to my actions so I would still get paid for the sale if the buyer did not respond. I called again on 10/18/24, the day before the festival, and Stub Hub was not able to contact the Buyer. I was then charged $600 for not completing sale (could not ship the tickets due to no shipping address from buyer). I disputed the charge and was given my $600 back after a phone call on 11/6/24. According to Stub Hub FanProtect Guarantee under Fan Protect for Sellers Receiving Payment, If you sell your tickets and send them in accordance with our User Agreement, policies, and emails we send you but there is a problem with the delivery that was not caused by your actions or inaction, you will still get paid for the sale. The issue at hand (buyer not providing a shipping address) was not caused by my actions or inaction, so according to their own policy I should be getting paid for the sale. I called again on 1/20/25 and was told my case was going to the escalation team and I would receive an email. Never received an email so I called on 1/29/25. Same thing, escalation will you send you an email. I didnt receive any emails so I called again on 4/16/25. Same conversation again, sending it to the escalation team, youll receive an email. 6/30/25 Just got off the phone and being sent to escalation again. Ive spent 4 hours otp with Stubhub

  Business Response

  Date: 07/10/2025

  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 confirm that *** ******* ******** contacted our support team directly through our website regarding this case. The matter was promptly escalated to the appropriate team for a thorough review of both the order and account details.
  
  As previously explained by our agent, we are unable to process payment for this sale, as it was cancelled due to the tickets not being delivered. While we understand that you intended to send the tickets to the buyer and requested confirmation of the delivery address, the sale ultimately remained unfulfilled.
  
  To ensure a complete review and resolution, we have now escalated the case to a different department for further investigation. *** ******* ******** will receive a final response by email once the review is completed.
  
  Please note that *** ******** is also welcome to reach out to our team at any time via the *********** by logging into her StubHub account.
  
  Thank you for giving us the opportunity to address this matter. If you have any further questions or require additional assistance, please dont hesitate to contact us.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care
  
  

  Customer Answer

  Date: 07/10/2025

  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:

  Hello, Im not accepting this response because I would appreciate some clarification on the Fan Protect Guarantee for Sellers. It was not my fault that the Buyer didnt have a shipping address. I physically could not ship the tickets without a shipping address. Stub Hub should require every buyer to have a shipping address when purchasing physical tickets. I contacted Stub Hub multiple times about this and was told I would have to wait until the last day to ship the tickets (day before the festival). If this had not been the case, the order couldve been cancelled and I could have sold them to someone else so I could get the payment from a buyer who WOULD provide their shipping address.  I was under the impression I would still get paid for the tickets, because it was not my fault as the seller. I did everything in my power to get the buyer the tickets. The Buyer is at fault for not providing a shipping address, not the seller (me) who couldnt send the tickets without a shipping address. As a seller, I literally had no way of sending those tickets.  It seems odd to me, that the seller has complete liability for the transaction, even in this situation, where the seller (me) is not at fault in any shape or form, because I physically could not ship the tickets without a shipping address and Stub Hub would not allow me to cancel the order and sell the tickets to someone else. Why is it that a Buyer can purchase physical tickets, not provide a shipping address, and avoid all contact and communication from the company (stub hub) but that somehow ends up the Sellers fault and the Seller is the one who quite literally and figuratively pays for that. Please explain this to me. 
  

  I also have another concern that I would like to be addressed: I have been sent to the escalation team five or six times in the last 8 months without any response back. Im told every time that I will hear back, even in your response that was said, but I never do. I was sent to the escalation team on 6/30, almost 2 weeks ago, and still have heard nothing.

  Im not reselling tickets for a living, Im not a scalper trying to scam people for money. I just couldnt attend the festival due to financial hardship. I sold the tickets because I couldnt afford to go, and now that money that was supposed to help me, is still with your company(or worse was refunded to the Buyer). 
  

  Please explain to me why I, the seller, am at fault, but the buyer is not. 
  

  Thanks. 

   

   

   

   

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

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

  Business Response

  Date: 07/19/2025

  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 *******************************************
  
  Upon reviewing the order associated with this complaint, we can confirm that *** ******* ******** contacted our support team directly through our website. 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 *** ********************************* payment has now been successfully processed. A confirmation email has been sent, confirming the credit and reflecting that the sale concluded by Seller side.
  
  We sincerely apologize that the process took longer than expected and appreciate *** ******* ********* patience and cooperation throughout.
  
  If you require any further assistance, our team is always available through the ************ accessible by logging into your StubHub account.
  
  Thank you again for the opportunity to clarify StubHubs position. If theres anything else we can assist with, please dont hesitate to reach out.
  Sincerely,
  ******* *.
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:06/30/2025

  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 tickets back in October of 2024 to ***** Du Sol in *********** on August 12th, 2025. Order # *********. My wife did not recognize the charge because it was a surprise and she disputed it with her bank without telling me. When I realized this happened I sorted it out and had the bank reverse the dispute. i called Stubhub to let them know what happened however by this point they locked my account due to the charge back and I did/do not have access to my tickets. On top of that, we figured out we now can't make it to the event and need to sell the tickets we bought. I initially brought this up with stub hub over 4 months ago and they said they needed proof the charge back was reversed. I sent them that proof back to the email link they provided, which they responded to. Nothing happened. I called again and they said they have "escalated the issue" to the correct team. Another month went by, nothing. This cycle has repeated itself for the last 3 months and nothing has been resolved. We are now 6 weeks from the event and I am going to lose out on $780 because Stub hub is doing nothing to help. One of the main issues here is that customer service is outsourced to multiple different countries and the language barrier creates a major issue in situations like this.

  Business Response

  Date: 07/10/2025

  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 this matter. Our team has assisted *** ******* with his inquiries.
  
  Please note that all purchases on StubHub are final, and *** ******* is not entitled to a refund under our policies.
  
  We also confirm that *** ******* account will remain blocked due to suspicious activity that was identified, which led to the account being restricted. Additionally, our records show that the tickets were successfully transferred to *** ******* on October 22, 2024. Therefore, no further action is required regarding the ticket delivery.
  
  Regarding the complaint about relisting the tickets: as previously explained, the account will remain blocked. If *** ******* wishes to sell the tickets, he will need to create a new StubHub account, list the tickets manually, and ensure that they are delivered to the buyer once sold to receive payment.
  
  We hope this explanation clarifies the outcome of the case. The decision was made in accordance with our FanProtect Guarantee and StubHubs Terms and Conditions, which were agreed to at the time of purchase.
  
  Please note that *** ******* is welcome to contact our team at any time through the *********** by logging into her StubHub account.
  
  Thank you for allowing us the opportunity to review and address this matter. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Sincerely, 
  ******** *
  StubHub Executive Customer Care
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13, 2025, we sold two tickets for the ******** ***** and SZA concert (Sale #*********) through StubHubs platform for a total of $900. Upon listing the tickets, StubHub clearly stated that sellers would receive payment within 58 days after the tickets are delivered to the buyer. We followed all procedures and delivered the tickets on time.However, weeks passed with no payout. On June 9, we contacted StubHub and spoke with a representative named *****. She apologized for the delay and informed us that a case had been opened on our behalf, promising the funds would be released within another 58 days. But when we reviewed the follow-up email, the timeline had changed drastically. It stated that resolution could take 3045 days, directly contradicting what we were told over the phone.This situation violates StubHubs advertised FanProtect Guarantee, which states:We guarantee you on-time payment for the tickets you sell, according to our terms.StubHub markets itself as a trustworthy platform for ticket buyers and sellers. We relied on this promise when conducting a $900 transaction through their service. Their own advertising and seller terms committed to a payout within 58 daysnot an open-ended resolution window with no clear justification or communication.Despite reaching out and attempting to resolve the matter directly, weve received inconsistent timelines, vague updates, and no payment. As of late June, it has been over six weeks since the transaction, and StubHub has not delivered what was promised.We are requesting:Immediate payment of the $900 owed A written explanation and apology Assurance that StubHub will uphold its FanProtect Guarantee and seller terms We hope this complaint prompts a timely and fair resolution.

  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, I can confirm that he has been credited for the sale and the relevant department has reached out to them directly advising them of such. If he needs further assistance he can reach out to 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
  

• Initial Complaint

  Date:06/30/2025

  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 am writing to formally complain about the handling of my refund request for two tickets to the ****** ************** ********* concert on May 31, 2025 (Orders #********* & #*********).During a lengthy call with a representative named ***** on June 28, 2025, from **********, **, I explained that I was forced to leave the event early due to an intoxicated individual vomiting repeatedly directly in front of me. Due to my disability and sensory sensitivities, I could neither remain in my seat nor relocate. Also, the parking garage I paid for parking at was 1.9 miles away from the venue, that's about a 45 minute walk from the normal person. I have a disability which I can not stand longer than ********************************************************************************** an additional $40. Had this been noted when purchasing the parking pass I would have never bought the pass.Furthermore, I was delayed in reporting the incident because of a serious family medical emergency involving my daughters hospitalization with uncontrolled Type 1 diabetes.Despite clearly explaining these circumstances, *** ***** refused to provide a refund or credit, would not provide a written refund policy, refused to connect me with a supervisor or decision-maker, and ultimately ended the call abruptly at approximately 11:07 PM after threatening me with three warnings for simply advocating for myself.I believe this treatment was disrespectful and may constitute discrimination under the ********* **** ************ ****I respectfully request:A full refund.The name and title of the person responsible for denying my refund.A written copy of StubHubs refund timing and disability accommodation policies.If I do not receive a satisfactory response, I will file complaint and initiate a chargeback with my credit card company.Thank you for your prompt attention to this matter.Sincerely,******** **** ************ ****************************

  Business Response

  Date: 07/10/2025

  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 our User Agreement, which *** **** agreed to at the time of purchase, all sales on StubHub are final. For this reason, *** **** is not eligible to receive a refund for the referenced order, as StubHub is contractually obligated to pay the seller once tickets are sold and delivered.
  
  Had the event not yet occurred, we would have encouraged *** **** to relist the tickets on our platform. However, since the event has already taken place, this option is no longer available.
  
  We sincerely empathize with the personal circumstances *** **** shared and regret that we are unable to make an exception. As StubHub is a ticket marketplace and not the event organizer, we are unable to control activities at the event or offer refunds for matters beyond our control.
  
  We understand this may not be the resolution *** **** was hoping for, and we regret any inconvenience this situation may have caused. We appreciate her understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,     
  
      
  Sincerely,     
  ******* *.
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 concert tickets, yet when they were delivered, there was only one available to claim. I contacted SH, they seemed great, got me the second ticket which I claimed. However, the first ticket had a status of "$30 summer ticket" and the second one said "Free transfer"? I thought maybe this meant it was a comp ticket to keep me happy? (these were general admission tickets).Well all would have been fine if I could have gone to the show but I had a medical emergency. So I tried to give these to a friend, but the second ticket would not transfer; it did not show up on TM and when I tried to go back to the beginning from SH, it could not be done (we spent an hour trying everything; I'm tech savvy). SH said that they couldn't understand why it was happening, they escalated it to a supervisor and I should get an email with instructions before the show, but they never sent the email.I contacted them after the show and they gave me a $30 coupon, which of course did nothing because I was out over $120, and I have lost all faith in SH so I won't use the coupon.I have lots of other screenshots etc of my contact with SH customer service it you want them.

  Business Response

  Date: 07/09/2025

  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, 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 reviewing *** ********* transaction, I can see that we have provided a partial refund. This refund may take up to 5-10 business days to appear on the credit card which *** ******* used for her purchase.
  
  Thank you for the opportunity to provide specific information regarding this issue.Please contact me if I can be of further assistance.
  
  Sincerely,
  ****** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 07/10/2025

  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:06/29/2025

  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 the world cup on the StubHub website for over $1,400. Today I received an email that there was a problem with my order and they issued a coupon code trying to get me to order additional tickets to replace the ones that they cannot provide. **** has not begun to sell these tickets officially and they should not even be selling them and allow resellers to market them on their marketplace. I have reached out to the company for a full refund of my money and I will not be spending additional money on StubHub for replacement tickets.

  Business Response

  Date: 07/09/2025

  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 *******************************************
  
  *** ******** 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 her purchase. We are obligated to pay her 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 she can relist them.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  
  *****
  ******* ***********************

  Customer Answer

  Date: 07/10/2025

  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]

   The entire reason I have submitted this complaint is because I never received the tickets I was also told the seller was no longer on your platform.. I received an email from your company which I have attached to this complaint that shows your company apologizing to me for the error. . Additionally, your agent told me a refund was already in process and I should receive one in 7 to 10 days. I emphasize that I have not received any tickets whatsoever.

   

   

   

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

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

  Business Response

  Date: 07/18/2025

  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, 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 *******************************************
  
  Upon reviewing the order associated with this complaint, we can confirm that *** **** ******** received replacement order with new tickets and a voucher as a result of an issue with the original order, which was unfortunately caused by the seller. As previously communicated, all sales are final, and the replacement tickets were selected by her after we sent the link with the offer.

  If *** **** ******** no longer wishes to use her tickets, she is welcome to relist them on our website. Should she need any assistance with the relisting process, we encourage her to contact our help center our team will be more than happy to assist.
  
  We understand this may not be the outcome *** **** ******** was hoping for, but we truly appreciate her patience and understanding in this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, 
  
  Sincerely, 
  ******* *.
  StubHub Executive Customer Care
  

  
  

• Initial Complaint

  Date:06/29/2025

  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 two tickets to a **************** match on Stubhub. The tickets were from Ticketmaster so I used Stubhub's feature to transfer my tickets to a special email address they create - then they will transfer the tickets to the buyer.Stubhub's website confirmed both of my tickets had been received on their end. They listed the tickets and they sold. The buyer claimed both tickets, Stubhub's customer support feature confirmed both tickets were sent to the buyer when I checked the status of my order.Then the buyer claimed they only received one ticket. Stubhub not only did not pay me for the tickets which they had taken receipt of, but had the audacity to charge me a fee exceeding the value of the tickets. When I tried to contact their support they are saying ***** days for a response when they've already dinged my credit card with an erroneous fee.I will never entrust them with my business again, I suggest no one else does either. Just see how many complaints there are about Stubhub siding with scammers on Reddit, something I wish I learned before engaging them in business.

  Business Response

  Date: 07/09/2025

  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,theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our *********** 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 *******************************************

  
  After reviewing *** ****** complaint, I can confirm that the charge related to the referenced sale was disputed on June 29, 2025. While the resolution process typically takes up to 45 days, this case has already been escalated for a more in-depth review. The seller will be notified directly once a final decision is made.

  
  Unfortunately, Im not able to expedite the process any further or provide an exact timeline for the resolution at this time, but this case will continue to monitored closely.

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

  
  Sincerely,
  ***** *.
  StubHub Executive Customer Care