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:02/03/2023

  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 a ticket to an event back in November 2022 via stubhub.com.It was a General Admission ticket to a concert. My confirmation email order said I should receive my ticket the day before the event, which should have been 2.2.23.On the 3rd, the day of the event, I did not receive my ticket, so I called SH customer service. I was told that 'no other comparable tickets' were available. However, they then said there were other GA tickets, but for $200 more than what I paid and I could buy one of those instead.I cannot fathom why I/customer/consumer must be responsible to pay an additional amount of money because a contracted StubHub seller did not fulfill their end of the bargin with StubHub.

  Business Response

  Date: 02/04/2023

  Thank you for the opportunity to respond to ****************** complaint, BBB Case # ********. I will provide information as it pertains to StubHub policies.
  It might 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.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site,they are purchasing from a third party individual seller. In some cases,sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a teams standings). For all ticket listings,sellers are required to provide an expected arrival date they expect to have the tickets in their possession to fulfill their orders. This date is presented to buyers during the purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the transaction confirmation email sent to buyers when they place an order.
  By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order,the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement and all policies.Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at *******************************************
  
  After reviewing ****************** complaint, I can see that we did not have any comparable tickets to replace the tickets she had purchased prior. A refund or coupon would have been the only option. As the secondary, there are times where there are no replacements available as we are a live marketplace and tickets are sold/purchased at all times. We do apologize for the any inconvenience this may have caused.
  
  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: 02/04/2023

  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:

  [YouI understand that StubHub is a 3rd party site that contracts with outside Sellers to buy/sell tickets to customers.
  
  The issue I have with the StubHub policy, or at least, how StubHub handled my situation is this:
  
  1. I purchased a General Admission ticket.
  The day of the show I was told I would not be receiving a ticket, and that a full refund was my only option due to them not having a comparable ticket.
  HOWEVER, after my order was cancelled, I could go back to the website and buy a different General Admission ticket for an additional $200+ on top of the price I had paid in November.
  
  How can you have no comparable tickets but then tell me I can go spend $400+dollars now on the same exact General Admission ticket.
  
  
  2. If a Seller defaults on its agreement with StubHub to provide a Buyer their ticket, it should not be the Customers responsibility to get and pay the difference for a replacement ticket.
  Either the Seller needs to pay for the deficit of the ticket deal or StubHub needs to provide a credit for the additional cost of the ticket.
  
  3. OR SIMPLY, do not charge people until they receive their tickets.
  
  
  4. Someone other than the customer should have to deal with finding the replacement ticket, and paying extra for it especially people like me who also purchased airline tickets and a hotel for the weekend.
  5. It took me 3 phones and multiple requests for a manager to call me back. That is also extremely TERRBILE customer service.
  
  
  StubHubs policy is predatory and unfair to consumers.
  It looks like a refund for the $205 I spent on my original ticket order has been submitted, but I would also like to be refunded for the airfare and hotel I spent money on.r Answer Here]

   

   

   

   

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

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

  Customer Answer

  Date: 02/05/2023

  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]

   Please explain to me how there are differences in General Admission tickets?

  All Im hearing is StubHub wanting to take ZERO accountability for a predatory and unfair policy.  

   

   

   

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

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

  Business Response

  Date: 03/02/2023

  Thank you for the opportunity to respond to ****************** complaint, BBB Case # ********. I will provide information as it pertains to StubHub policies.
  
  As previously stated, there were not comparable tickets on site to offer to ******************, it is stated in the policies which ****************** agreed to at the time of her purchase that comparable or better tickets include multiple factors including price, and that the tickets which are considered comparable are at the sole discretion of StubHub. ****************** purchase has been refunded to her. We can not offer her compensation for items which were not purchased on StubHub. ****************** is not owed any further compensation for this matter. StubHub considers this matter resolved. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
  
  Sincerely,
  
  Tyler
  StubHub ***********************