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StubHub Complaints Summary

67 Resolved
284 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 complaints 351

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6:14 pm EDT

StubHub unethical charges

On 4/22/16 i sold derby tickets on stub hub. On 4/25/16, i still havent received my tickets, so stub hub told me to lenghten the delivery date. When i did this the buyer decided he didnt want wait till i got them, so stub hub got them some other tickets. After this i receive an email saying i was being charged $900 because i was unable to produce the tickets at that time. Eventually, after complaining, they dropped it down to $675, because it was my first time. For some reason churchill decided to wait till 4/ 25 /16 to mail our tickets out, which i had no control, but did inform stub hub. If i wasnt going to sell the tickets why would i list them with stub hub. I feel stub hub takes advantage of the situation, then charges the consumer outrageous fees.

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So Yoon Ahn
, US
Dec 03, 2016 5:29 pm EST

It seems it's the way they do business.

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7:31 am EDT

StubHub shipping to wrong address

I ordered tickets to the Final Four for my girlfriend and her brother and entered his address for shipping at checkout, since he lives in Houston that would be most convenient. But, for some reason they sent them to my girlfriend's old address where she hasn't lived for over a year. There's no way to delete old addresses either so it makes mistakes like this much more likely. Had a live chat with StubHub and they said they'd need to forward me to the special events department and they'd get back to me within 48 hours. The tickets are supposed to be delivered (to the wrong address) within 36 hours. I'm not sure what to do if they get delivered.

This is after they charged an extra $206 in fees on top of the commission for the ticket sale. At the very least they should refund the $206 since they've caused me to spend my time trying to correct their error and fix the shipping. And if the tickets get delivered they will need new tickets to the events. My girlfriend has her plane ticket purchased and it would be very expensive to cancel now.

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5:15 pm EST

StubHub not paying

They received the payment from the buyer, who attended the event. They keep giving me the runaround and refuse to pay me for the tickets, which were a birthday gift and I had to sell last minute due to illness. Horrible unethical fraud that this company is.

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10:41 pm EDT

StubHub chris brown concert at concord pavilion

On September 18, 2015, my daughter purchased a Chris Brown concert ticket.We received an email confirmation and instructions how to print the ticket.

The next day we tried to print her ticket but it stated that it was in progress. We checked our credit card and we had been charged $154.35. Her friend, who also purchased on Stub Hub received a phone call from them stating that they could not get her particular seat but upgraded her instead from lawn approximately 30 minutes before the concert. We never received notification that there was an issue with my daughter's ticket.

When the "in progress" did not go away, we contacted Stub Hub who informed us that they were terribly sorry but she would not be getting a ticket because the ticket she purchased was fraudulent. I had 6 girls going to the concert and spending the night at my house with my daughter. The girls left with another mother hoping to get a ticket on site. This is completely unacceptable.

They offered to refund me my money and gave me 1/2 credit for a future concert. Why would I ever buy a ticket from them again if I really don't have a ticket. I thought their service was to ensure that tickets were not fraudulent. Finding out 30 minutes before an event that you don't have a ticket is completely unacceptable.

In addition, they charged me and now I have to wait for 10 days. I believe this is a fraudulent business practice that should not be allowed.

Nowhere was it ever apparent that we did not have a ticket.They should have done all of the pre-screenings before they ever sell the tickets.

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5:23 am EDT

StubHub seller hasn't sent my tickets, but his mail box is full

Don’t deal with the company www.stubhub.co.uk. I paid money for the tickets and waited 5 days as it was written on the website, but the seller charged me fast and hasn’t sent the tickets. All my emails and messages were returned back, because the seller’s mail box was full. I think that he has scammed a lot of people and they are trying to contact him. So, don’t fall on the trap.

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1:31 am EDT

StubHub executive claims

I purchased legitimately bought tickets. I sold them through last minute sales on stubhub. The executive team claims the buyer, who I suspect sold the tickets at the venue then claimed I sold fraud tickets. He was given access and I have to foot the bill for his ticket and my original tickets. Rebecca from the executive claims team contacted me and offered no help at all. I'm out over $1300!

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Update by Mamyamin
Jul 18, 2015 2:01 am EDT

I purchased legitimately bought tickets. I sold them through last minute sales on stubhub. The executive team claims the buyer, who I suspect sold the tickets at the venue then claimed I sold fraud tickets. He was given access and I have to foot the bill for his ticket and my original tickets. Rebecca from the executive claims team contacted me and offered no help at all. I'm out over $1300!

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Benny36
, US
Oct 14, 2015 5:43 pm EDT

This happened to me also. You realize how exposed sellers are when something like this happens to you. The executive team just looks at if the tickets were scanned more than once. If they were, you are SOL with them regardless of your track record. What a joke

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9:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

StubHub charged my card $11,460

I was buying ten tickets for $159 each, but they say I "somehow ended that session", went into a new "session" to buy ten tickets for $1146 each, and when I checked out they charged my card $11, 460. Both sets of tickets were general admission. They still won't fix it even though I notified them immediately there was a problem. Amex can't help so I will be forced to sue them...I would NEVER USE STUBHUB again. They apparently don't stand behind their customers.

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uknead2knowthis
Colleyville, US
Apr 02, 2013 6:28 pm EDT
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BEWARE: StubHub blamed their "system" for losing my tickets. They apologized but did nothing for restitution.

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Barry
,
Dec 01, 2008 10:12 am EST

I bought 3 tickets to a college football game. The kickoff time was posted on their website and on my printout. I got the tickets 3 wks ahead of time. The kickoff time changed and I was never notified/alerted, so we missed the game by 7 hours. I called and complained, but they didn't care. No refund period!

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6:43 pm EDT
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StubHub misleading ticket sales

StubHub indicated that TNDirect had tickets to a Bruce Springsteen concert in Row A. When I was directed to TicketNetwork.com, the ticket was represented as Row A-EDG. I never saw this labelling before, and even Google'd "A-EDG." Upon finding no indication of what A-EDG meant using Google I bought the tickets. When they came, they were row Y (the last row)! StubHub said that they are not affiliated with TicketNetwork.com. TicketNetwork.com said that the tickets were non-refundable. SCAM. SCAM. SCAM. Avoid both StubHub and TicketNetwork.com.

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7:11 pm EDT
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StubHub invalid tickets

For a company such as stubhub which boasts "It's simple: We back every order so you can buy and sell tickets with 100% confidence" this could not be further from the truth from what I found out one fateful evening. I purchased 4 tickets for a band in concert that I had been looking forward to seeing for years. When we arrived at Barclays center just before showtime we were denied entry only to be told the tickets were already scanned to someone else. How can this happen? They were apparently sold twice. I called Stubhub customer service and after being put on hold several times, 20 minutes later the supervisor said if we purchased new tickets we would be "refunded and credited for the new tickets" since they (Stubhub) did not have any others to sell. At that point the box office at Barclays Center said they didn't have any extra tickets to sell. They had to get their manager who somehow miraculously saved the day and found 4 extra tickets they were holding to sell. The manager at Barclays Center also said "this happens every night" and "not to buy from Stubhub". Also the people next to us on line were having the same problem. After missing a third of the concert I had been looking forward to seeing and getting worse seats than we had originally purchased, I pursued my refund through Stubhub. It turns out they were only willing to refund me the original ticket price I paid, but offered only a credit through Stubhub for the new tickets I had to buy that evening. When they said "credit" to my account over the phone I assumed they meant to my credit card, not to some stubhub account. I spoke with another supervisor today who said under their policy they are not even obligated to offer a credit to my account and I was denied a refund to my credit card. They also claim this is extremely rare. Well, the manager of Barclays Center disagreed with that statement and we observed this for ourselves with another couple standing next to us experiencing the same frustration. If Stubhub had decent customer service and satisfaction guarantee, they would have issued a full refund to my credit card for all of the expenses AND offered something additional for the stress it caused and to make me want to come back. Buyers beware of Stubhub, everyone should know they are at risk of buying invalid seats and not having it resolved properly.

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2:23 pm EST
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StubHub erroneous selling of my tickets

I once had tickets for sale but the event rescheduled to a date I could attend. StubHub emailed me noting that I could still use the old tickets OR... OR I could re-list. I did NOT re-list and they no longer showed as being listed under "My Listings"... then they sold! After several emails between myself and SH - they not only did NOT resolve this, they threatened to cancel my account!

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8:04 pm EDT
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StubHub ticket fraud

Stub Hub cannot be trusted. The Stub Hub Sellers cannot be trusted. Stub Hub does not stand behind its fraud claims. Stub Hub is a poor risky option. How would you like to go to a concert you waited 6 months for and paid 300% over the ticket value only to find out someone else is sitting in your seat. They have the hard tickets and I had a photocopy of a ticketmaster ticket purchased through stub hub who obviously sold it several times or the seller sold it on stub hub craigslist and who knows where else. The bottom line if you use stub hub and read all the complaints you have a 50% chance of being defrauded and disappointed. Either buy through ticketmaster direct, the venue direct or ticktets from someone you know ...when is the AG office going to shut this company down..oh I know when they get screwed and only then..

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3:21 am EDT
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StubHub do not use stubhub

I have had an absolutely dire experience with this website, and I have never felt strongly enough to leave a complaint on a website like this before but after being ripped off my Stub Hub I feel it is my duty to warn others to stay away from this terrible site.

Wanted a quick and easy sale of some festival tickets I could no longer use, I tried to list my item on eBay, a trusted company I am happy buying/selling from.
But unfortunately, was re-directed to Stub Hub, as eBay no longer allow you to buy/sell tickets. Over £10 was taken from my ticket price in "commission" . No where did it state that I would have to spend half my morning arranging a UPS collection, (unlike eBay where you receive the buyers address and send my royal mail).
And now, I find out I have to wait until 5-8 days AFTER the event has finished to get my payment!

This website is unclear, takes far too much off your price in "commission" and frankly is a waste of time and money. DO NOT USE STUB HUB TO SELL YOUR TICKETS.

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Beyond Frustrated 1
Laplace, US
Nov 09, 2022 10:35 pm EST
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Very dissatisfying! I was thinking of that my tickets were to be available at 10am, here it’s 10pm an I still haven’t received my tickets. I called 6 times an every time I call I’m told something different. I asked to speak to a supervisor but instead of talking to me they relay the message to the rep. I ask for the number to make a complaint I’m told there’s no number to call. AFTER THIS I WILL NEVER ORDER ANYTHING FROM STUB HUB AN THAT A PROMISE. Like they getting frustrated with me because I’m asking results. I WILL NEVER.

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TheePossum
, US
Apr 02, 2018 4:19 pm EDT

I absolutely would tell you DO NOT buy tickets from Stubhub. I have to take the time to right this comment, I have been ripped off also. Do not use it, and tell everyone else you know to allow them to take advantage of you, not to use it. UNSCRUPULOUS

I bought tickets from a Bob Segar concert that got canceled in Greenvile, SC. I have received no help from Stubhub, no direction, tod it was not their problem - so don't let Stubhib become your problem, they certainly don't mind screwing you.

I have lost $250 dollars and get no help or even concern for my issues.

DO NOT USE STUB HUB TO BUY YOUR TICKETS.

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blackoak1234
, US
Aug 12, 2011 6:55 pm EDT

My tickets burned in a house fire and they refused to issue new tickets, which is a simple thing to do. gave me a silly answer that the seller could not because it would void other tickets. what crap. All they had to do was get reprints of two tickets for u2 concert, which was posponed anyway. They made a bad situation, house fire, even worse. nasty company.

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Mansine
, US
Jun 25, 2010 12:36 pm EDT

I buy 4 tickets for a Broadway show in New York and they say that they are going to be put at Will call for me, but they were not there, I live in another state and we travel to New York to see the show, could you imagine the frustration and anger, I could not believe that I trust this company and they let me down, I was ashamed because I could not fulfill my little girls dream of seeing her favorite show.

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Denverr
, US
Jun 14, 2010 8:42 am EDT

RIP OFF. Purchased tickets for 4-24-10 Motor Cross event in Seattle. Paid $24.99 each for 4 tickets and they were actually $5.00 tickets, last row of the grandstand area which are the cheapest seats in the entire Quest Field sadium.

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Wermaxt
, US
Apr 05, 2010 3:54 pm EDT

I got online at Stubhub to buy tickets to a Frankie Valli concert. I paid over $100 for 2 $10 tickets. Talk about a rip off. I never say anywhere on their web page teh face value of the tickets I was purchasing.

I'll NEVER go back to Stubhub again!

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Payne
, US
Feb 03, 2010 12:34 pm EST

Beware of using StubHub! I have and now regret it. I was sent the wrong tickets to an event and have had contact with three representative this month. The first two both lied in their notes on the matter regarding what they instructed me to do as well as were ignorant as to their own policies. Never again.

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Grikove
, US
May 21, 2010 10:15 am EDT

Stub Hub charged my credit card for an order that they canceled. DO NOT do business with this company unless you want them to charge your account without permission.

StubFlub!
StubFlub!
Gary, US
Aug 19, 2011 7:16 pm EDT

Hi blackoak1234,

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 25, 2010 6:23 pm EDT

Hello, I’m Gregg with StubHub’s Executive Customer Care Department. I was disappointed to read about your experience and would like to discuss this with you at your earliest convenience. I’m sorry to hear about your experience and would appreciate the opportunity to turn this around for you and your daughter. It sounds as if there was definitely an exception to your ticket delivery with us. I know that there can be no worse experience than standing at the theater and not being allowed in, for any reason, especially when it involves a special family occasion.

Our FanProtect Guarantee states that you will receive your tickets in time for the event and they will be authentic and valid for entry. In the rare case when something happens that compromises our guarantee, our customer’s experience is the primary concern to us and we will investigate the matter thoroughly. We want to resolve this to the fullest extent possible, retain you as a customer, and will hold the seller accountable, if applicable.

Again, I would really appreciate the opportunity to speak with you directly about your experience. To reach me, please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg, and include either the order number or the email address that your account is set up with. I will respond directly and promptly. Thank you and looking forward to hearing from you soon. Sincerely, Gregg Dispenza, StubHub Executive Customer Care.

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10:41 am EDT
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StubHub fake tickets kentucky derby

We purchased tickets to the 139th Kentucky Derby via Stub Hub. The tickets we purchased were supposed to be in section 121 with clubhouse access, covered grandstand. We received section 119 tickets with Clubhouse access. Having being wary, I called stubhub who proclaimed the tickets were valid for entry and we were "upgraded."

This however, is NOT the case. We were indeed not upgraded and our tickets were FAKE!

We had family come in from across the country for this event so the lady at the gate took pity on us with each subsequent red warning beep and gave us new tickets which demoted us to even worse seats (we paid $2000 for fake tickets!) with no clubhouse access like we had purchased.

We are VERY disappointed and will never be using stub hub again!

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11:52 pm EDT
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StubHub never delivered

On 3/26/2013 I sold 2 tickets on StubHub for the Washington National's Vs. New York Yankees exhibition game under contract # Order #: [protected] . A month latter I still do not have my money. StubHub first said there was a delay in transfer of the finds. Then they investigated and found they only send money to MLB once a month. Then they were going to have an investigator get back to me. Now they are just ignoring me. I would NOT recommend their service to anyone as I just paid $89 to learn this lesson, Just because a business has a link to a MLB team website does not mean they are a legitimate and reputable company.

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Belleville
Cincinnati, US
Apr 29, 2013 4:57 pm EDT

I was told that unfortunately they sold out of the model I ordered and were unable to get any more so they were sending a different manufacturer!

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3:22 pm EST
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StubHub non delivery if tickets

Bought tickets through stubhub yesterday and informed would receive a confirmation email... no email... notified per phone and informed could pick up tickets today after 11am... drive 2.5 hrs planning to spend the while day at the houston livestock and rodeo show and attend the concert tonight!... hours later still no tickets... my day has been ruined... I feel like I have been scammed... first time ever to purchase concert tickets on line... used stub hub because a friend suggested it but never again!... poor service and have been lied to time and again! they have my money and I have no tickets!

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Linda Anderson
, US
Jun 04, 2023 4:05 pm EDT
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I had same thing happen and had to get a tech to retrieve my tickets. Never again!

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3:43 pm EST
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StubHub wont reprint my stolen tickets

I am writing to you out of total desperation. I have purchased tickets to the Justin Beiber concert in Miami this upcoming January. My home was burglarized and the tickets were stolen. I have contacted stubhub to have them reprint the tickets and they told me that they are unable to do so because the owner of the tickets said the vendor (ticketmaster) does not want to reprint the tickets. I have contacted both ticketmaster and American airlines arena and they have informed me that they have plenty of time to reprint the tickets before the concert. I bought these tickets for my granddaughter has her sole and only Christmas gift with a lot of sacrifice and I am heartbroken for her that she will not be able to attend. Please if there is anything you can do to help a 7 y.o. dreams come true. I would appreciate it endlessly. She is his self-proclaimed #1 fan and it would make all her dreams come true to see Justin Beiber. I paid over $1700.00 for these tickets ( I can provide receipts from stubhub and credit card company) and not only does stubhub say that they cant be reprinted (which is not true) but they only want to refund me 50% of what I paid. I think it is unfair and I don’t care for my money back I care to put a smile on my granddaughters face and make her dream come true. Please help me!

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Clevelander customer
Miami Beach, US
Dec 12, 2012 4:46 pm EST
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Stub Hub is a known scam artist . I bought tickets to see Sting, and never received them. When I called, the number did not work and I had to file a police report and still was never reimbursed.

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8:49 am EST
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StubHub wrong tickets sold to me then what they were supposed to be

Bought 2 floor seats for the Nuggets game. When we got to the game realized the tickets which we paid good money for, were not the ones we had purchased. The seats were almost in the 2nd level instead of on the floor where they were supposed to be. Called StubHub after the game to fill out a complaint. Talked to a lady about it and they never got back to me.
I will never ever buy anything from StubHub again. Scam if you ask me. Horrible experience.

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5:51 am EDT

StubHub the worst experience with a ticket reseller I have ever had

I called them about the most expensive tickets for Tori Amos on December 14 on September 15 and their policy is that if a broker says "orchestra row A-P" they cannot give you ANY other information.

Why would a company who put me on hold for 20 minutes waste my time and THEN be SNARKY when I told them at there is a BIG difference between row A (front row) and row P, which would be unacceptable to me. The lady actually got ANGRY with me.

Do not call this foolish website that, truly, has no right to exist. And when is the behemoth monopoly called TicketMaster going to be disbanded? When people buy up all the good seats that are $75 marked on the ticket and then try to bilk you out of how ever much they think they can get away with, well, those people are evil. Concert tickets should be sold to fans... not money making machines who do not care about Tori Amos (or, insert your favorite musical artist here) and probably don't even know who that band/singer/person is.

The worst experience with a ticket reseller I have ever had...plus, if I would have gambled with my seat, I would have had the privilege of paying a 15% finder's fee AND $11.99 for expedited shipping, even though the show is 3 months away.

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Guarge
, US
Mar 05, 2012 7:54 pm EST

Stubhub promised to find me "comparable or better seats" then 3 days later they tell me I'm not covered by the protection guarantee and all they have left are seats in the back! I paid for 3rd row floor seats! I called everyday and they kept promising to fix the problem. Now I'm stuck with nothing!

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2:34 pm EDT
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StubHub illegal tickets?

I wanted to by tickets for an upcoming Rush concert in Toronto, Canada. According to the offical Rush website (and that of the official ticket retailer) as of this moment, those tickets are not even scheduled for sale yet. However, I checked over at stub hub and guess what? They are selling tickets for this show! Not just general tickets either... specific sections, rows and seats. Then stating that there are only so many tickets left before being sold out.
This has GOT to be illegal. I KNOW there is no way they could get their hands on tickets before even the offical fan club or ticket retailer has even annouced a date for those tickets to be on sale. They have to know this, and allow it anyway! I did send them an email about it. I sincerely doubt they will contact all the people who have bought tickets to tell them they have been dupd though.

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7:24 pm EDT
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StubHub tickets were invalid

I ordered tickets for me daughter and son to attend a Mav's game and they were sitting in there seat when another couple came in and had the same 2 seats with there tickets. All four people were asked to leave or buy more tickets, my daughter bought 2 more tickets and i called first thing Monday morning and was told that there was and issue and that i would get my original money back (235.00) of which i did plus they would give us a credit of 225.00 to our account, this never happen and the guy that promised us this transaction will not return a phone call. I have all of this documented in an email dated back to [protected] and the "Executive Customer Care Specialist is Ryan Moge. I will not stop until i get this cleared up

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