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:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding a serious account security breach and missing payment through StubHub ***********On May 14, 2025, I sold ******** tickets through my StubHub account. The payout for this sale was expected to be issued recently. However, on July 6, 2025 at 3:00 PM, I received an email notification that my primary email address had been changed on the account without my authorization. I was immediately locked out of the account and have not been able to regain access.This indicates that my account was compromised after a legitimate sale, and I am now unable to access my funds or monitor what is happening with my personal information. I have contacted StubHub support to report this issue and verify my identity, but I have not received any meaningful assistance or confirmation that the payout is being protected or rerouted to me.This is a clear case of account takeover, and I am extremely concerned that the funds from my sale were potentially redirected to an unauthorized third party. StubHub has failed to safeguard my account with proper multi-factor authentication or approval for major changes such as email transfers.I am seeking immediate action and resolution from StubHub **********.

  Business Response

  Date: 07/18/2025

  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 regards to *** ******** complaint, I can see that his email is the one that he used for his complaint, that his account is no longer blocked and that a payment was issued to his default payment was issued on the 13th of July. Our trust and safety team were able to successfully  secure his account, if *** ******** needs further assistance he can reach out directly to use via our help center.
  
  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

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been suspended/locked for more than a week now and I have not received payments on completed sales dating back to June 28th which correlates to event dates beginning on June 22nd 2025. There has been no resolution to my account issues dating back to June 12th when I first called about buying transactions being cancelled immediately. I have not received any update on my buying issues and as of June 27th my account was suspended without any word as to what caused the issue. I have over $7000 worth of sales dating back to June 22nd not paid out and that is cash flow I can not avoid to have being withheld from me. That is only sales figures to completed events (5 business days after an event is when Stubhub normally submits payments). That number will climb to nearly $13000 in the coming weeks if no payment is received. Furthermore, they have locked my account completely, which means I can not even request for listings I have created prior to be locked out of my account, to be deleted from their site and potentially sold elsewhere. I have been a top seller with Stubhub for many years and Im not sure what has caused this suspension/lock. I keep calling and writing emails but I get the same old line, your case has been escalated to the relevant team. Stubhub calls me when there are issues with mobile transfers or ticket sales, yet I did not receive any call/email in regards to possible fraud or issues with my selling account. I would appreciate a call to get these issues settled **** as I have not heard anything dating back to June 12th when the initial buying issues started. If they do not want to unlock my account, I am looking for payments to be processed to all completed sales and the release of all active tickets on the account.

  Business Response

  Date: 07/18/2025

  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 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. A copy of our User Agreement may be found at *******************************************

  
  In regards to *** ****** complaint, I can confirm that his account has been unblocked, we apologize for the delay on resolving his issue. ********* should have been contacted directly by the relevant department advising him of such.
  
  We appreciate your understanding and cooperation. If you need further assistance, you can contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify StubHubs policies.Please let me know if I can be of further assistance.
  Sincerely,         
  *****
  StubHub Executive Customer Care
  
  

  
  

• Initial Complaint

  Date:07/06/2025

  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.

  Unable to get payment for Order Number - Sale No. ********* Talked with person on the help chat, gave him all the information about how the buyer had accepted the transfer, but still automatically keeps getting set back to pending

  Business Response

  Date: 07/18/2025

  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 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. A copy of our User Agreement may be found at *******************************************

  
  In regards to *** ********** complaint, I can confirm that a payment was issued to him on the 11th of July, it may take up to 8 business days for it to be reflected on his account.
  
  We appreciate your understanding and cooperation. If you need further assistance, you can contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify StubHubs policies.Please let me know if I can be of further assistance.
  Sincerely,         
  *****
  StubHub Executive Customer Care
  
  

  
  

• Initial Complaint

  Date:07/06/2025

  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 ordered tickets on stubhub for a show on friday july 4 at ************** in ****************. when I received the tickets I noticed they were not in the section that they were advertised as being in. I called stubhub and they told me that I should return the tickets and they would try to get the right ones for me. this was 3 days before the show. I returned the tickets to them as requested. they did not send me any follow up emails or call me at any time to update me on the status - I had explained to them that I had flown from ********** to ******* for the show and needed to be in the same section as my friends. I called multiple times and spent around 6 hrs on the phone with them - they kept saying they were so sorry and they really wanted to help but what they were going to do was absolutely nothing until an hour before the show! I asked for a refund multiple times or for the correct tickets and they kept saying I had to wait until an hour before the show- which is clearly not a good policy for their customers. an hour and a half before the show I called and they promised they would get back to me within an hour. at that point I bought tickets from someone on the street. their guarantee states that they will either offer alternative tickets or a full refund before the show. that never happened. I called today and spent another hour on hold with one person disconnecting me when I asked to speak to a supervisor. they then sent me a coupon for $100 but then told me they were taking that back and giving me a refund. I said I thought they should give me a coupon to make up for all the time I had wasted on the phone with them but they told me they werent going to do that. literally the most frustrating and terrible customer service I have ever experienced.

  Business Response

  Date: 07/18/2025

  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 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. A copy of our User Agreement may be found at *******************************************
  In regards to *** ****** complaint, I can confirm that we issued a refund to her on the 9th of July, it ay take 8 business days for this to be reflected to her account. We apologize for delay on resolving her issue.
  
  We appreciate your understanding and cooperation. If you need further assistance, you can contact our team at any time through the *********** by logging into your StubHub account.
  
  Thank you for the opportunity to clarify StubHubs policies.Please let me know if I can be of further assistance.
  Sincerely,         
  *****
  StubHub Executive Customer Care
  
  
  

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12, 2025, I purchased two sets of tickets through StubHub for the ******** ***** and SZA concert at ******************* in *******. Both orders (#********* and #*********) were advertised as being in Section 2, which is a premium seating location. However, upon arrival, I discovered the tickets were actually for Sections 230 and 233, which are much farther from the stage and not comparable to what was advertised.I contacted StubHub immediately. I was refunded for Order #*********, but Order #********* for which I paid $600.58 has not been refunded. I had listed this second set for resale, but upon learning the tickets were misrepresented, I called StubHub and was assured by a representative that the sale would be canceled and I would not be charged.Despite this, the tickets were sold and StubHub has since refused to refund me, even though I followed their instructions in good faith and was told directly that I would not be responsible for the sale.This is a clear case of misrepresentation and failure to honor a support commitment. I should not be penalized for StubHubs listing error or for trusting the information provided by their support team.Desired Resolution:A full refund of $600.58 for Order #********* and an acknowledgment that StubHub did not follow through on their verbal cancellation assurance. StubHub must take responsibility for platform errors and misleading

  Business Response

  Date: 07/18/2025

  Thank you for the opportunity to respond to *********************************** 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 *******************************************    
  
  In reviewing *** ******* ******** ****s complaint and the related orders, we can confirm that *** ******** originally purchased two tickets for the ******** ***** and SZA event scheduled for June 12, 2025, under order number ********* (Section 2, Seats 89). After the purchase, he relisted the tickets, which were subsequently sold under a new order, **********
  
  Regrettably, the seller responsible for fulfilling the original order provided tickets for the incorrect section. Once this issue was reported, our team responded promptly by requesting the return of the incorrect tickets. The resale order was canceled without any charges or penalties applied to *** ********.
  
  Separately, a chargeback was initiated for the original order *********, which extended the resolution process. We understand how frustrating delays like this can be and truly regret any stress this may have caused. Fortunately, the chargeback was recently resolved in StubHubs favor, allowing us to process a full refund of C$830.36. A confirmation email was sent on July 16, 2025, and the refund should appear in *** ******** account within 58 business days, depending on his bank.
  
  We sincerely apologize for the inconvenience and appreciate *** ******** patience throughout this process. This case is now considered fully resolved in accordance with our Terms and Conditions.
  
  Should he need any further support, we encourage him to reach out to our *********** our team will be glad to assist.
  
  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