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1.8 355 Reviews

StubHub Complaints Summary

67 Resolved
287 Unresolved
Our verdict: With StubHub's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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StubHub reviews & complaints 355

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F
8:10 pm EDT

StubHub beware

We purchased two tickets to "Sublime with Rome" a month before the concert date. Because we don't go to concerts very much this was a special event for us. I wanted to make sure the $250.00 tickets we purchased were indeed front row. After talking with StubHub personnel on two separate occasions I was assured both times that the tickets were for the front row. Upon arrival at the concert we take our seats front row and are immediately escorted out. This was not only embarrassing but the seats we did end up with sucked. The ticket was for AA but the front row was 00. Sure this is an honest mistake but I checked twice with StubHub personnel before buying the tickets and was absolutely assured these were front row seats. So after the concert I call StubHub to inform them that I want to speak with a manager or get a complete refund. The person on the phone throws $50 my way because they do indeed have record of my several phone calls inquiring about the seating. Then I'm put on hold for over an hour, I call back and get the same treatment. I then email the complaint department three different times and I'm ignored. I email every contact I can find and call back several times but I'm simply ignored. I will NEVER use StubHub again. Buyer beware.

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1d1073rr0r
Nowhere, US
Nov 05, 2011 8:10 am EDT

Yeah you can't really prove that the buyer never went to the event. StubHub does protect sellers as well.

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2:17 pm EDT

StubHub fraud

Warning, do not buy tickets from Stubhub for in-demand events. When a seller recants, they cannot provide an alternative. Despite plans, money spent or commitment to the event, you are left with the option of "here is your money back" or an inferior offer. It is a bad value proposition.

Do not buy hot tickets from this site. This has happened twice, for the Yankees and for the US Open Tennis. The Yankees should know better.

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2:17 pm EDT
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StubHub no tickets, no refund

I released $207.00 to StubHub for concert tickets. No response from seller. I was promised a refund from StubHub several days ago. Still havent received it. No response form customer service, going on day 4. Stay away from this site unless you want to get into a bind.

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4:17 am EDT
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StubHub stubhub can arbitrarily charge sellers additional fees if there is a ticket issue

I sold a pair of tickets on Stubhub for a concert that was rescheduled. My vendor told me that the original tickets were still valid so I did not worry about it. The tickets actually got reissued and the buyer could not use my original tickets at the gate. Stubhub never contacted me regarding this and ended up charging my CC the value of the tickets. If I was made aware of this, I could have called my vendor and this issue would have been resolved at the gate, but Stubhub did not bother to go this route. Since I cannot be told of what happened next, I can only guess that Stubhub purchased another pair of tickets that is had listed and provided them to the buyer. By going this route, Stubhub would collect an additional 15% seller commission fee. If Stubhub called me, this would have been all sorted out at the gate (of course, no additional commission fee for Stubhub).

A few weeks later, Stubhub charged me an additional $200 as an "inconvenience" fee for the buyer. I have no idea where the $200 number came from, but this was the amount charged to my CC. Stubhub can charge whatever amount they feel like and charge this amount to the seller. Since there are no limits in place, this type of policy unfairly favors the buyer. What happens if Stubhub decided to give the buyer $1000 or $10000? My CC just gets charged and that would be the end of the story. If a company is going to have such biased policy, limits need to me made and terms need to be clearly stated. The shady part about this is that the $200 is a just "store credit" the buyer receives. If the buyer never uses the credit, Stubhub basically makes a free $200 (at my expense). With the credit, Stubhub is forcing more business to itself so it can collect the outrageous 25% commission for a new ticket sale. Sellers watchout!

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Steve168
Brea, US
Jan 09, 2012 12:27 am EST

StubHub is terrible and their fees are ridiculous. I'm so happy I found a solution just going through craigslist and using switchon3.com for security. 6% in fees is a lot better than 25+%.

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6:02 pm EDT
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StubHub horrible customer service

The company sent my payment for tickets I sold to a nonexistent paypal account after I had changed my payment method to check immediately after I registered with their site. I immediately contacted them through their company site which promises an "8 hour reply tops", nope! I sent the message again with no reply. I called and again, no response. I sent an email with promises of bad publicity & finally received a response. This took over a week. Their response: you selected paypal, contact them & then we can get the funds back & you can have your check in 2-3 weeks. I replied furiously that was unacceptable so i had to open a paypal account to receive my funds which took an additional 3-4 days bc paypal had to verify & receive the monies again from stubhub bc paypal had sent them back. I am still in contact with the "customer service" team trying to get my fees back from stubhub for all the time, effort, delays, and frustration this has caused me. The last email from stubhub said that I had selected paypal & not check (so I'm the liar now) so they will waive my fees next time I sell tickets on their site. I will never use them for anything again in the future & I certainly will not recommend them to anyone. I verified on my account several times that my payment method was check while my tickets were for sale. The very least they should do is refund my fees, which are outrageous. Stubhub does not know the meaning of customer service and I am spreading the word to anyone who even entertains the thought of using them to sell tickets on their site.

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gte295e
Chicago, US
Jul 29, 2010 9:41 am EDT
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We recently attempted to sell Cubs rooftop tickets on Stub Hub. It is commonly known that Cubs rooftops do not issue tickets, they get your name on put it on a guest list. Stub Hub had the option for rooftop/all inclusive as well as our particular rooftop on their site. Our tics sold and they demanded the physical tic, which we couldn't provide. We explained all of this and they told us we couldn't sell without the tics, which stinks to say the least but on top of that they charged us a 35% markup our sale to find "replacement tics". Anyone that has ever been to a Cubs rooftop knows that there is no replacement for this experience so if they can't sell ours because we can't provide a tic, how did they manage to buy a ticket to another rooftop when none of them issue tickets? After asking them 4 times and continuing to get the run around we gave up and will never use "stubf*ckers" as we like to call them again and are telling everyone we know how awful their customer service is. Even in an event where they share the blame they are still willing to trample all over their customers. It is evident by the significant number of complaints on this site that we are absolutely not alone in our disguist with this company and even as big as they are they cannot continue to treat their customers like [censored] or one day they won't have any.

StubFlub!
StubFlub!
Gary, US
Jul 09, 2011 1:29 am EDT

Hi danice37,

Sorry to hear about your troubles with StubHub. Like you, I too had a negative experience with them and they refused to resolve the situation. I launched a website - http://www.stubflub.com to expose their shady business practices and dealings.

Please visit the website for more information on how you can fight back.

Regards,

StubFlub.com

StubHub!
StubHub!
San Francisco, US
Jun 20, 2011 6:51 pm EDT

Dear danice37, We are reaching out to you from the Executive Customer Care Department of StubHub. We have read your comment and would like to speak with you personally in regards this situation. If you could email us at yourfeedbackmatters@stubhub.com and include your StubHub order number, a member of our team would be more than happy to follow up with you and hopefully come to a resolution on this.

Sincerely,

Executive Customer Care
StubHub.com

StubHub!
StubHub!
San Francisco, US
Aug 11, 2010 3:16 pm EDT

Hi AnnieMack1956. I’m Gregg Dispenza with StubHub’s Executive Customer Care Department. We read your comment, can certainly understand your concern and wanted to respond to you.

I apologize if the service you’ve received from us at any time has not been to your satisfaction. We are continuing to address our service levels and our site has undergone continual changes throughout this year, which have impacted things on several fronts. We have added clarifying information during the steps of both our buy and sell processes, as well as expanded our online Help section. This will be an ongoing effort based on feedback that we receive from our customers.

To better understand what your specific StubHub experience has been, I would like to speak with you directly, as well as address any questions or concerns that you may have with StubHub. Please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg, and include any order number involved or the email address that your account is set up with. I will follow up and look forward to hearing from you. Thank you.

Sincerely,

Gregg Dispenza, StubHub Executive Customer Care.

StubHub!
StubHub!
San Francisco, US
Aug 11, 2010 3:10 pm EDT

Hi GTE295E. I’m Gregg Dispenza with StubHub’s Executive Customer Care Department. We read your comment, can certainly understand your frustration in this matter and wanted to respond as best as I can.

As you may already be aware, StubHub is a secondary marketplace for fan-to-fan ticket sales. In most cases, as part of our integration agreement with Major League Baseball our sellers have the opportunity to input their ticket barcodes when listing their tickets for sale on our site. This action then allows Major League Baseball to invalidate the original barcodes when the tickets sell, which create new secure barcodes for the StubHub buyer to ensure that there will be only one set of valid tickets for those seats. In discussions involving the Cubs, the agreement has been that only pre-approved and qualified sellers, meeting the team’s specifics, may list tickets for the Rooftop section on our site. My understanding is that because these seats do not fall under our standard reselling integration agreement with Major League Baseball, the actual hard copy paper tickets are required when fulfilling an order.

Once the seller confirms their ability to fulfill an order, all points of our Fan Protect Guarantee are put into place, which Guarantees our buyers that they will receive their tickets in time for the event, that the tickets will be authentic and valid for entry, or if for any reason a seller cannot fulfill a confirmed order they will receive tickets comparable to or better than the tickets they ordered, or their money back. Per our User Agreement, if a seller is unable to fulfill an order after they’ve confirmed it, they are responsible for any additional costs to StubHub, beyond the price of the original listing, to obtain comparable or better tickets in order to gain entry to the event for our buyer in order to fulfill our Fan Protect Guarantee.

I apologize for any confusion that you may have experienced and would like to take a look at your particular order in detail with you, to better understand what exactly happened in this case. Please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg. Please include the order number itself or the email address that your account is set up with. I will follow up directly and look forward to hearing from you. Thank you.

Sincerely,
Gregg Dispenza, StubHub Executive Customer Care.

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AnnieMack1956
New Castle, US
Jul 29, 2010 10:11 am EDT
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StubHub is awful when it comes to customer service. They are next to impossible to get on the phone and when you do, they are condescending and eager to get you off the phone. You have to be VERY careful when listing tickets if you don't have electronic tickets because the place to select physical tickets is TINY and not in the body of the ad with the rest of the information. I was able, at the last minute, to get StubHub to call the buyer and get her address so I could overnight her tickets. It all worked out but I'll never use them again because they are not customer friendly and only out to make a buck.

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5:50 pm EDT
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StubHub beware

Between January 27th and and February 18th, an unauthorized party accessed our StubHub account and changed our listing of concert tickets. Originally, we had placed two tickets for sale for approximately $175 each, but the altered listing showed them at $200 each. Additionally, they were listed as "General Admission" tickets, but the altered listing showed them as being in "VIP" status, meaning, in essence, that they were now advertized as being more valuable than they really were. Without realizing that somebody had changed our listing, I authorized a sale that reflected the altered ticket information.

I complained to a StubHub representative, stating that my account had been accessed and altered by an unknown and unauthorized user, but they still held me solely responsible for the transaction and have stated that they do not intend to investigate unless we provide proof that the account's security was breached. All we have is the confirmation email at the time the listing was created, showing the correct ticket info and pricing at that time. We are currently at a standstill in the investigation since we do not have access to their servers and can't say when and from where the account was accessed.

I contacted the Cyber Police (FBI) to resolve this problem! Stub Hub plans on charging me $297.00 FOR THEIR MISTAKE...THEIR LACK OF SECURITY!

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StubFlub!
StubFlub!
Gary, US
Jul 09, 2011 1:30 am EDT

Hi Septimia7,

Sorry to hear about your troubles with StubHub. Like you, I too had a negative experience with them and they refused to resolve the situation. I launched a website - http://www.stubflub.com to expose their shady business practices and dealings.

Please visit the website for more information on how you can fight back.

Regards,

StubFlub.com

StubHub!
StubHub!
San Francisco, US
Jun 20, 2011 6:56 pm EDT

Dear septimia7,

I am writing from the Executive Customer Care Team over at StubHub.com. I have read your post, and I am so sorry that we have not yet been able to reach a resolution with you. Please send an email to yourfeedbackmatters@stubhub. com with your name, order number and best contact number and I'll be happy to assist you.

Sincerely,
Emilee

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8:19 pm EDT

StubHub concert ticket disappointment

This is the first time I have tried StubHub, heard good things so was excited to order concert tickets and was even more excited when I received immediate communication. The tickets arrived quickly which was more exciting! When I opened the Fed-Ex envelope I saw the tickets and was immediately deflated and disappointed at the amount of money that I had paid which was $759.00 for 4 concert tickets and the face value of the tickets was only $47.50 each from TicketMaster. I knew the seats weren't the greatest but I had a difficult time finding 4 together since I was a little later ordering them but that's a huge price difference for not so great seats. No very excited anymore and won't return to StubHub. Too risky and Too expensive of a lesson-I feel pretty cheated and ashamed to tell the friends whom I was ordering tickets for to attend the concert with me... what happenend. :(

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StubFlub!
StubFlub!
Gary, US
Jul 09, 2011 1:32 am EDT

Hi Gabe800,

Sorry to hear about your troubles with StubHub. Like you, I too had a negative experience with them and they refused to resolve the situation. I launched a website - http://www.stubflub.com to expose their shady business practices and dealings.

Please visit the website for more information on how you can fight back.

Regards,

StubFlub.com

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9:54 pm EDT
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StubHub bait and switch!

On march 20, 2011 I decided to buy 2 tickets to a Friday night game for my husband and I. Went on line to StubHub scrolled my mouse to the seat I felt were affordable and available. Went through the necessary steps and felt real good. I arrived home from work told my husband we have tickets to the April 8the game at the Garden. Iopened my e-mail, where theconfirmation was sent.Went to the StubHub site to show my husband were we would be sitting. To my horror the e-mail placed us in the Balcony not the Loge area as I ordered, but charged me Loge price. I called the CS# provided, was told their may be a website "Glitch". 1 week later I called again and was told after an extensive investigation"Yes"I had indeed ordered those seat. My response. "If Balcony is going for 79.00 per seat and Loge for 139.per seat..I need some serious change back! After demanding a Manager I was told I could be provided a 1 time credit for what I have already paid;however now the tickets I wanted are going for a whopping $209 a seat!OK now I must pay an additional $179.00. I already have train tickets, SO as the screw turns. NEVER NEVER NEVER..All done with this group of Theives!

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StubHub!
StubHub!
San Francisco, US
Jul 11, 2011 3:24 pm EDT

Hey Texasgirl22,

We certainly appreciate your feedback!

My name is Emilee and I am writing from the Executive Customer Care team at StubHub.com. I want to apologize for the delay in a response, however, I would still like to offer you my assistance. I want to apologize for all of the hassle you have faced throughout this process and we would still like look further into this matter and make it right for you. If you could please email us at yourfeedbackmatters@stubhub.com, we will be happy to follow up with you in a timely manner. Please provide us with your StubHub Order Number and best contact information and we will be happy to reach out.

Thank you, Texasgirl22, for your feedback. We look forward to speaking with you!

Sincerely,

Emilee
Executive Customer Care
www.StubHub.com

StubFlub!
StubFlub!
Gary, US
Jul 09, 2011 1:32 am EDT

Hi Texasgirl22,

Sorry to hear about your troubles with StubHub. Like you, I too had a negative experience with them and they refused to resolve the situation. I launched a website - http://www.stubflub.com to expose their shady business practices and dealings.

Please visit the website for more information on how you can fight back.

Regards,

StubFlub.com

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1:52 pm EDT
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StubHub $1,600 for wrong tickets

StubHub allows sellers to list specific seat numbers, yet fails to back up those listings. After ordering the tickets and receiving two confirmations of the Section, Row and seat numbers, I go to print the tickets and they do not match what was advertised. Then I tried to lodge a complaint online, but their system would not register it. No help whatsoever over the phone either.

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StubFlub!
StubFlub!
Gary, US
May 28, 2011 9:01 pm EDT

Sdobnikar,

There are thousands of consumers just like you have to been defrauded and taken advantage of by this company. Feel free to visit us at www.stubflub.com for resources and information on what you can do to fight back.

Regards,

StubFlub.com

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11:26 am EDT

StubHub buyers beware

I bought 3 tickets to a concert over the phone with Stub Hub . I was assured prompt delivery to my hotel prior to the concert. I called the day before the concert event only to be told that the seller still hadn't responded. When I pressed the issue of needing the tickets I was told that the seller had 48 hours from when I bought the tickets and to wait(it had been more than 48 hours). I asked the sales person if she could contact the seller to see if he still had the tickets and was told they don't contact sellers. I pressed the issue again and she put me on hold and called the seller. When she came back on I was told the tickets were no longer available as the seller had sold them. I asked the sales person if that was it, there were no other tickets and she said no. I asked to speak with a manager so I was given to Steve. He came on and told me that the tickets were sold by the seller. He was cold and unsympathetic that I had traveled 2500 miles to attend the concert only to have the tickets pulled out from me. I called Ticketmaster and got new tickets from a helpful staff. I will never use Stub Hub again.

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8:38 pm EDT
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StubHub incompetence

Several days ago, I listed 4 tickets for sale to an NHL playoffs game on Stubhub. My listing expired before the tickets sold (or at least that's what an e-mail I received said), so I relisted my tickets which eventually sold. Several hours after receiving the first e-mail that said my tickets had sold, I received an additional e-mail saying that my tickets had sold. I called Stubhub to inform them that they had sold my same 4 tickets twice because I didn't want the two buyers to get ripped off due to Stubhub's error. I was told my claim was going to dispute resolution and I would be contacted within 24 hours. The following day I received an e-mail saying that I was being charged over $260 because I double listed the tickets and could not fulfill the orders.

I've called Stubhub several times since they decided to screw me over and my claim has again been submitted to dispute resolution, where I will allegedly be contacted by them again within 72 hours. Gee, I wonder how many hundreds of dollars they're going to try to steal from me this time! Their customer service reps are incompetent, rude, and incapable of resolving anything. I am a season/playoff ticket holder, so Stubhub will unfortunately be missing out on tons of $$$$$ and many transactions because they decided to screw me over. Do not buy or sell from these ###s! I will continue to badmouth this company to everybody I know and through every outlet I have until I am refunded my money! I will continue to call these losers everyday until they refund my money!

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StubHub!
StubHub!
San Francisco, US
Apr 25, 2011 10:04 pm EDT

Dear oshea1222, We are reaching out to you from the Executive Customer Care Department of StubHub. We have read your comment and would like to speak with you personally in regards this situation. If you could email us at yourfeedbackmatters@stubhub.com and include your StubHub order number, a member of our team would be more than happy to follow up with you and hopefully come to a resolution on this.

Sincerely,

Executive Customer Care
StubHub.com

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11:44 pm EDT
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StubHub unauthorized stubhub fees and charges - sellers beware

I went on StubHub.com and sold (2) tickets to Charlie Sheen LIVE: My Violent Torpedo of Truth Show. The show date was on April 10, 2011 and the tickets were sold to the “buyer” on that same day. A few days later, I received an email from StubHub.com stating I was being charged for $161.50 for “Replacement Tickets”. I called StubHub.com and the customer service representative stated that the “buyer” was turned away at the door when they tried to use the tickets. The charge was for the amount of the replacement tickets that StubHub.com provided to the “buyer”. I asked the customer service representative if the “buyer” provided any verbal proof or written confirmation that this was accurate, the customer service representative responded that they had nothing of that sort on file. I stated to the customer service representative that I sold a similar pair of tickets to the same event via StubHub and those tickets were accepted and worked normally. That same day, I called the Ticketmaster Company where I originally purchased the tickets and they told me that they did not see an issue with the tickets and re-confirmed that they were in fact working tickets.

A few days later, I received another email from StubHub.com with the subject line “Charged for an Error” stating that my credit card was being charged an additional $100.00. The email did not specify details of the error. I called StubHub.com the same day; the customer service representative said they compensated the “buyer” with a $100.00 gift certificate and stated I was being charged this amount to satisfy the “buyer” due to their negative experience. I reiterated my previous statement to the customer service representative that my tickets were in fact working and provided the information given to me by Ticketmaster.

I talked to a StubHub.com supervisor and they refused to refund any of these unauthorized charges and also froze the funds in which I originally sold the tickets for. I filed a complaint with the BBB and my credit card card company and will not be using StubHub.com any longer.

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Steve168
Brea, US
Jan 08, 2012 10:21 pm EST

StubHub sucks for a lot of reasons, especially the ridiculous fees. Best way to buy and sell tickets is to use craigslist and then use switchon3.com to secure the transaction.

StubHub!
StubHub!
San Francisco, US
Apr 25, 2011 10:07 pm EDT

Dear StubHubSux, We are reaching out to you from the Executive Customer Care Department of StubHub. We have read your comment and would like to speak with you personally in regards this situation. If you could email us at yourfeedbackmatters@stubhub.com and include your StubHub order number, a member of our team would be more than happy to follow up with you and hopefully come to a resolution on this.

Sincerely,

Executive Customer Care
StubHub.com

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3:32 am EDT
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StubHub tickets

After purchasing 2 tickets on 4/13/11 from Stubhub(order # [protected]) for 45 dollars for a NHL playoff game, I received a calling from a rep asking me to call him back. I called back and was told my tickets weren't confirmed for cause the seller took them off. Then she explains how I'm not covered under "fan protection" cause they were never confirmed and the money was never charge when in reality my card had a hold for 99 dollars(the tickets total) so therefore i couldn't use the 99 dollars anyway. She then goes on to say she can give me "courtesy" seats. Only thing is i have to pay the different of 40 more dollars. After asking how they are "courtesy", she says they are courtesy because they "looked for them when we didn't have to". They were actually worse seats then i actually PURCHASED! I asked her all you do is look on your website and see whats there and she confirmed that's right. After agreeing to the "courtesy" seats, she then says "actually, those seats are now gone". they were gone cause someone else bought them. Then she says that was the only option and I would have to take the refund or see if she can find some other tickets(which are selling for 50 dollars more). Only thing i could do is take the refund and now i am left ticketless and completely unsatisfied with 2 days before the event. Ive been using stubhub for the last 5 years and never again will I use it. Or recommended.

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StubHub!
StubHub!
San Francisco, US
Apr 25, 2011 10:11 pm EDT

Dear lcag3415, We are reaching out to you from the Executive Customer Care Department of StubHub. We have read your comment and a member of our team is currently in the process of reaching out to you to discuss this matter further and hopefully come to a resolution on this. We look forward to speaking with you regarding this matter.

Sincerely,

Executive Customer Care
StubHub.com

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5:24 pm EST
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StubHub payment delayment & customer service

The company sent my payment for tickets I sold to a nonexistent paypal account after I had changed my payment method to check immediately after I registered with their site. I immediately contacted them through their company site which promises an "8 hour reply tops", nope! I sent the message again with no reply. I called and again, no response. I sent an email with promises of bad publicity & finally received a response. This took over a week. Their response: you selected paypal, contact them & then we can get the funds back & you can have your check in 2-3 weeks. I replied furiously that was unacceptable so i had to open a paypal account to receive my funds which took an additional 3-4 days because paypal had to verify & receive the monies again from stubhub because paypal had sent them back. I am still in contact with the "customer service" team trying to get my fees back from stubhub for all the time, effort, delays, and frustration this has caused me. The last email from stubhub said that I had selected paypal & not check (so I'm the liar now) so they will waive my fees next time I sell tickets on their site. I will never use them for anything again in the future & I certainly will not recommend them to anyone. I verified on my account several times that my payment method was check while my tickets were for sale. The very least they should do is refund my fees, which are outrageous. Stubhub does not know the meaning of customer service and I am spreading the word to anyone who even entertains the thought of using them to sell tickets on their site.

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StubHub!
StubHub!
San Francisco, US
Feb 10, 2011 10:21 pm EST

dalede37, We are reaching out to you from the Executive Customer Care Department of StubHub. We have read your comment and would like to speak with you personally and work with you in regards this situation. If you could email us at yourfeedbackmatters@stubhub.com and include your StubHub order number, a member of our team would be more than happy to follow up with you and hopefully come to a resolution on this.

Sincerely,

Executive Customer Care
StubHub.com

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StubHub terminated my account

Stub Hub sucks! They have deactivated my account because they called the wrong number, and I have gotten the run around for three days. I totally lost out on purchasing NBA tickets for my family. They keep having you call back and then tell you they will fix it but never do. I will never use this service again. They are the friggin fruad! BUYER BEWARE! AVOID!

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Poland1
New York, US
Apr 07, 2011 2:47 am EDT

That makes no sense. Obviously they didn't deactivate your account for calling a wrong number. They only deactivate your account if you violate their terms and conditions. You're not telling us the full story.

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StubHub tickets scam, poor customer service

Don't EVER use Stubhub for anything! They are thieves! I bought courtside tickets to see the Knicks play the Bulls at the Garden. When I got to Will Call, the ticket agent said the tix were not there and to go to their Times Square location (1440 Broadway). When I got there, the office was closed early (because of the Christmas holiday). Someone left a message on my voicemail saying they dropped the tickets off at the Marriot. When I got to the Marriot, the front desk said no one dropped off any tickets. I called customer service where I talked to a d-bag named "Seth" that proceeded to lecture me about how they are not responsible for me not "picking up the tickets in a timely manner". When I stated there were no tickets to pick up, he said, "We had your tickets but you took too long to get them." He refused to issue a refund stating "If we make an exception for you, we have to make an exception for everyone else." Bottom line, someone took my courtside tickets and enjoyed the game on my dime ($233).

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StubHub non existing seats

We purchased 2 Row D seats at almost $600 for a Rush concert. When we got to the venue there was no Row D as it is an "imaginary" row for the handicapped. If you are in a weelchair you are placed in the front and a folding chair is provided for the companion. When we asked for assistance at the venue they would not provide the folding chairs as we are not handicapped. We even offered to move if a handicapped person arrived - which would not have happened since we were the only ones who purchased those specific seats - but the venue did not accomodate us. They were actually enjoying it since we were "duped" by online brokers. So we ended sitting at a picnic table outside the concert area, with no access to seats. I called Stubhub, trusting that their fan guarantee would cover and refund, but after talking to an employee and a Supervisor I was informed it was too late for a refund and that I should have called when I received the tickets. I asked how would I have known the seats did not exist until we got to the venue the night of the concert? The Supervisor responded that unfortunately there was nothing she could do and would only refund their fees. We will never use Stubhub again and will let our coworkers, friends and family know not to use Stubhub either.

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Update by rafarodz
Oct 03, 2010 7:24 pm EDT

Yes, the venue map had the Row as the 4th from the stage. When we were at the venue looking for our seats, we realized that the Rows started at E, and we had purchased the tickets for Row D.

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Yertix
, US
Jun 24, 2011 1:37 am EDT

Enter comments/problems/suggestions on Yertix dot com. It's ticketing company with a mission of creating a clean marketplace for fans to exchange tickets safely and without the outrageous fees! and of course provide a stellar customer service.

Yertix dot com

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StubHub fraudulent practices

Here is the details. I ordered tickets, someone in my family accidentally threw them away (mistakes happen, we are all human), and I called stub hub. I was willing to pay even fifty dollars to have the original tickets stopped and have them reissued. They said no way they can't do that, our only option was to purchase more tickets. So since my mom felt so bad to throwing them away, she purchased 200 dollars more of tickets. Here's the kicker, the second tickets were MORE and were farther away from the game! Well, my friend, one of the ticket holders, called stub hub back because we didnt want to pay an extra 200 dollars on this, we didn't want to be put 8 rows farther back, and it was an honest, feasible mistake! The rep at stub hub told us they would refund us for our original row 4 tickets, and get us row 3 for the same price. They said no to refunding us for our row 10 tickets, even though they said at that time that there was no way at all they could refund our purchase, we had to purchase more. Well obviously this was a complete and fraudulent lie. They did do something, they refunded it, but didn't bother to do anything about those additional tickets that my mom had to purchase, they just pushed that issue aside and "turned a blind eye". With this issue, I have already put on my facebook, told all my friends, and every single feasible way to communicate to never go through Stub Hub. Atleast with TicketMaster, you pay a little more in fees, but you are GUARANTEED if something happens they have your back. I sure hope that if people see this, please pass this along. Stub Hub is not a good company. I am usually not a person to complain since I work in customer service myself and I know mistakes happen, but I do everything in my power to correct them. The woman on the phone even told me I couldn't speak to her supervisor. Please, pass this along, I don't want the same thing happen to you that happened to me. The one thing investors should know is that it may be cheaper, but oh boy, it is not safer. No way.

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StubHub I would highly advise staying away from them

I sold 3 iron maiden tickets on stubhub for $50 each. I was supposed to get paid $127.50 after fees, and the tickets sold on 4/23. It's now 5/9 and i've emailed stubhub several times, they told me "oh yeah it was sent to your paypal account on 4/26". No, it wasn't. I checked my paypal account and I have recieved NO payment from them, and they keep insisting it has been sent. They say they send payments within 7-10 days, it's now 16 days, I've gotten no money and they keep lieing to me, saying it's been sent. I would highly advise staying away from them.

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StubHub!
StubHub!
San Francisco, US
Jun 21, 2010 12:37 pm EDT

My name is Jonathan and I’m following up with you on behalf of the Executive Customer Care Department at StubHub. I read your blog and want to sincerely apologize for the delay in receiving your payment. I’d like to follow up with you directly however am unable to identify your account without an e-mail address or a StubHub transaction number. I’d like to kindly ask you to respond to me directly at jcorey@stubhub.com so that I may further investigate this situation. My goal is to get this resolved to your satisfaction just as soon as possible. Thanks very much for your time and for choosing StubHub!

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StubHub bought 3 tickets that appears to be counterfeit

I bought 3 tickets to the frey concert past summer from stub hub & when i went to enter the concert i was told the tickets were no good (conterfiet ) I was told by security that this was happing often when tickets are sent by email you can print out many copies & sell them to anyone & i was told again by security who ever gets here first gets in. Being very very angry i called stub hub & they said no way but they were after paying for tickets & limo stub hub said they would make it up to me with other tickets. when it came time for stub hup to get me tickets they changed their minds on getting me tickets all they wanted to do is give 100.00 off of future tickets unbelievable.

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StubHub!
StubHub!
San Francisco, US
Jun 21, 2010 1:00 pm EDT

Dear Ouuslou,

My name is Jeffrey Kline with the Executive Customer Care team at StubHub. I was very sorry to hear about the experience that you had at the Fray concert last summer. Please allow me the chance to address your concerns.

At StubHub we are fans just like you and created our marketplace to bring fans together to buy and sell tickets for those events that mean so much to us. We rely on our sellers to provide tickets that are legitimate and authentic for entry. However, we have created our Fan Protect Guarantee for those rarest of the rare situations, when the tickets you receive would not ultimately allow for entry to your event. If this happens, we uphold our guarantee and refund you for your full purchase price. We also abide by our User Agreement as to where StubHub’s liability ends in these circumstances and unfortunately the additional costs you mention that were incurred in this situation are not covered by the StubHub Fan Protect Guarantee or our User Agreement.

That being said, I would like to apologize again for this most unfortunate experience. I would like to further discuss this matter with you directly and hopefully come to an amicable resolution of this issue for you. Please contact me directly at yourfeedbackmatters@stubhub.com, ATTN: Jeffrey with your order number, name, and the best contact number and I will gladly follow up with you.

StubHub In-depth Review

Website Design and User Experience: The website design of StubHub is clean and user-friendly, making it easy to navigate and find the desired event. The search bar is prominently displayed, allowing users to quickly search for tickets. The overall user experience is smooth and efficient, with fast loading times and intuitive layout.

Ticket Selection and Availability: StubHub offers a wide range of ticket options for various events, including sports, concerts, and theater. The selection is extensive, ensuring that users can find tickets for both popular and niche events. The availability of tickets is usually good, even for high-demand events.

Pricing and Fees: The pricing of tickets on StubHub can vary depending on the event and demand. While some tickets may be priced higher than face value, there are often options available at reasonable prices. It is important to note that StubHub charges service fees, which can increase the overall cost of tickets.

Customer Service and Support: StubHub provides excellent customer service and support. Their representatives are knowledgeable and responsive, assisting users with any inquiries or issues they may have. The customer support team can be reached through various channels, including phone, email, and live chat.

Trust and Security: StubHub is a trusted and secure platform for buying and selling tickets. They guarantee the authenticity of tickets and provide a secure payment system, ensuring that users can make transactions with peace of mind. Additionally, StubHub offers a FanProtect Guarantee, which protects buyers in case of any issues with their tickets.

Mobile App Functionality: The StubHub mobile app is well-designed and offers a seamless ticket-buying experience on the go. It has all the features of the website, including easy search and purchase options. The app also provides personalized recommendations and notifications for upcoming events.

Refund and Cancellation Policies: StubHub has a clear refund and cancellation policy in place. In case of event cancellations or date changes, users are eligible for a full refund. For other circumstances, such as ticket resale or buyer's remorse, the refund policy may vary depending on the seller's terms. It is important to review the specific policies before making a purchase.

Additional Features and Services: StubHub offers additional features and services to enhance the user experience. These include interactive seating maps, which allow users to view the exact location of their seats before purchasing. StubHub also provides event recommendations based on user preferences and offers a Last Minute Services feature for spontaneous ticket purchases.

Overall User Satisfaction: Overall, users are highly satisfied with StubHub. The website design, ticket selection, and customer service contribute to a positive user experience. The trust and security measures implemented by StubHub instill confidence in users, and the mobile app functionality adds convenience. While pricing and fees may vary, StubHub remains a reliable platform for buying and selling tickets.

Comparison with Competitors: When compared to its competitors, StubHub stands out for its extensive ticket selection and user-friendly interface. The customer service and support provided by StubHub are often praised by users, setting it apart from other ticketing platforms. While pricing and fees may be a consideration, the overall user satisfaction and trustworthiness of StubHub make it a top choice for many.

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