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StubHub Complaints Summary

67 Resolved
286 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 353

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2:54 pm EDT

StubHub seat numbers did not match original order

DO NOT USE THIS COMPANY. Tickets were sent 24 hours prior to the event, traveled 200 miles to the event to find out tickets are not valid. We even called the night before to make sure we received the correct tickets as seat numbers did not match original order. They still today say tickets were valid. Now awaiting full refund, yea I'll hold my breath.

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8:10 pm EDT
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StubHub rude customer service

I went to Stubhub to purchase tickets to a University of Kentucky college basketball game. The seller described the tickets as "student tickets" which I assumed meant they were in the student section but were among those regularly sold to the general public when the students don't use all of their alotment. This was over the Christmas vacation period. I have sat in the "student section" at many venues and never had to have a particular ID. I took non-student relatives and friends to game in the student section when I was in college and they never needed an ID. When I got the tickets, the tickets stated that you must have a student ID to use them. There was no warning that you would need an ID in the sellers comments or by Stubhub. When I called customer service they were very rude and basically said they did not feel any obligation to disclose the fact that the buyer would need a student ID to use the tickets.

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Dille
, US
Dec 23, 2009 12:51 pm EST

I went to Stubhub to purchase tickets to a University of Kentucky college basketball game. The seller described the tickets as "student tickets" which I assumed meant they were in the student section but were among those regularly sold to the general public when the students don't use all of their allotment. This was over the Christmas vacation period. I have sat in the "student section" at many venues and never had to have a particular ID. I took non-student relatives and friends to game in the student section when I was in college and they never needed an ID. When I got the tickets, the tickets stated that you must have a student ID to use them. There was no warning that you would need an ID in the sellers comments or by Stubhub. When I called customer service they were very rude and basically said they did not feel any obligation to disclose the fact that the buyer would need a student ID to use the tickets.

StubHub!
StubHub!
San Francisco, US
May 14, 2010 5:49 pm EDT

Hi. I am reaching out to you from StubHub’s Executive Customer Care Department. We saw your post and wanted to apologize for issues you may be having and would certainly like to address this as best as we can.

It may first help to explain that we are a secondary marketplace, in which we carry no inventory of tickets. We are not directly affiliated with any venue, box office or ticketing source. All of our listings come from individual sellers and we do require our sellers to accurately list their tickets, according to the information printed on the tickets themselves. This includes anything printed on the ticket that will have an impact on the seating, such as Student tickets. In this case, it appears that the seller did list that correctly. As each school may potentially handle each event differently, we cannot know which ones may or may not require presentation of a student id to gain entry.

Your feedback regarding our Customer Service is very concerning to us. We are fans just like you, and we started StubHub to provide a marketplace for all fans to buy and sell tickets. We do expect our agents to show excellent customer service and professionalism at all times and would like to apologize if this was not the case.

I would like to look into this situation for you and see if there is anything that can be done regarding the student ticket listing. If you would like to email me at yourfeedbackmatters@stubhub.com, Attn: Sue, along with your order #, I will look into this further.

StubHub!
StubHub!
San Francisco, US
Dec 24, 2009 3:01 pm EST

Hello. Thank you for taking the time to post your comments and provide us with your feedback. My name is J.C. from the Executive Customer Care Department at StubHub and I’m sorry to hear that your experience with our Customer Service may have been unsatisfactory. I would like the opportunity to address your concerns if possible as our goal is straight forward: We want to provide you with exceptional Customer Service. Your feedback is important to us to ensure we meet our service goals. I apologize if there was some confusion around the term “student section” and would like the opportunity to rectify this situation for you. I would like to speak with you directly and if you are interested in discussing this further, please send an email to yourfeedbackmatters@stubhub.com, attn: Jonathan. I look forward to speaking with you directly, Jonathan Corey, Executive Customer Care Specialist.

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6:22 pm EDT

StubHub refuses to refund my money

What do you call an e-mail that instructs you to copy the contents, labeling the content a ticket. I would call that an e-ticket. Stub Hub guarantees an automatic refund within 30 days for e-tickets. Yet Stubhub refuses to refund my money stating they request return of the tickets for a refund. Lets ignore the fact that stubhub never gave me real tickets, or that tickets used to be delivered via mail, fed ex, or ups and lets forget tickets are usually embossed, have seat numbers, dates etc. Ok, so embrace the new technology, no problem, e-mail me something that looks like a voucher, tell me to print the e-mail and leave me in hopes that when I arrive at the event, they'll accept the printed copies I made and let me in the door. When it comes to a refund though, the new technology stubhub used to get what is loosely called a ticket, to me, stubhub conveniently forgets how to refund their own e-mail. How's that for customer service.

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StubHub!
San Francisco, US
Apr 23, 2010 6:37 pm EDT

Hi. I’m Gregg with StubHub’s Executive Customer Care Department. We read your comment and it sounds like you’re pretty frustrated with us regarding the type of tickets you received and our refund process. I apologize for any inconvenience or frustration. I hope we can work out a resolution here - obviously if a refund is due, we want to make that happen. I am interested in trying to address your concerns as best as I can as well, around the overall process.

The ticketing industry is continuing to move more and more to electronic ticketing for various reasons, including being able to cut down on the potential of issues with lost or misplaced tickets. Electronic tickets are valid and authentic for entry. Our FanProtect Guarantee, should there be any issue that compromises that, we will investigate the matter fully as this is not the type of experience we want our buyers to have.

When an event is cancelled and not rescheduled, we will provide a refund to the buyer within 30 days of receipt of the tickets sent back to StubHub, according to the instructions in an email that our buyers receive. This is because we generally then have to send the original tickets back to our seller so they can work with the venue and obtain their refund as the original purchaser. The email the buyers receive usually also notes that for any tickets that were sent to the buyer electronically either as an emailed PDF file attachment or downloaded directly to their StubHub account, returning the tickets to us is not a necessary step. It is not meant to be an inconvenience but because we are a marketplace, we do have an obligation to return the tickets to the original sellers.

I would like us to look at your particular transaction together, so I can better understand your experience and work to bring this to the fullest resolution possible. Please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg, with either the order number or email address that your account is set up with. I will respond directly and look forward to hearing from you. Thank you. Sincerely, Gregg Dispenza, StubHub Executive Customer Care.

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8:55 am EDT
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StubHub fraudulent business practices

I tired to purchase tickets, but their ecommerce app told me my transaction did not go through. I tried again later and it did. I found out much later that both had gone through and I was stuck with extra tickets I did not want. StubHub's stance was all sales are final and that was that. So if they screw up; you get SCREWED.

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Scammed in Alabama
Huntsville, US
Nov 29, 2010 9:17 am EST
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Jeffrey,
The exact same thing happened to a friend of mine yesterday. I was the one clicking the site and I swear I did not hit any button twice. If the site has this gliche - why don't they fix it? Is it because it puts money in their pocket? "Ka-ching, Ka-ching"
I realized the error within a half hour and called Customer Service. This was an even bigger joke. They initially claimed that they would resolve - but it soon became apparent that they tell you that - in order to keep you from making a credit card dispute. My friend is calling his bank tomorrow at 9 am. I hope the bank is helpful - if not, he gets to own 4 tickets costing $1600 when all he wanted was 2.

The only offer they made to my friend was to waive the fees - if he wanted to relist the tickets, or a credit of $800 to be spent in one year. Who wants to buy $800 worth of tickets in one year from scalpers. No wonder the price of the tickets are so high. Everyone that makes one order, gets two orders and they have to sell one order at extra rip off price to try and cover the Stubhub site order duplication rip-off and the prices are manipulated upward for the benefit of the person that makes a percent on the RIPOFFS that they created. j

StubHub!
StubHub!
San Francisco, US
Apr 21, 2010 4:59 pm EDT

Dear StubHub Customer,

My name is Jeffrey Kline from Executive Customer Care at StubHub. I read your post and understand you had a less than stellar experience with StubHub. I would like to apologize for any inconveniences caused by this situation and take a moment to address your concerns regarding the double purchase of tickets.

I understand that the “All Sales are Final” policy feels a bit strict, especially if something exception occurs, like accidentally double clicking on an order.

It might first help explain that at StubHub we are fans just like you but this is a Marketplace. We created our marketplace to bring fans together to buy and sell tickets in a safe, secure way. We are only the marketplace and rely on our sellers to provide tickets for sale. Once a sale is placed and confirmed by the seller there is a contract in place and part of this contract is that all sales are final. However, we understand there are circumstances that may not be accounted for. We always encourage our customers to re-list their tickets for sale if there is an issue where they can not use the tickets purchased. Although all sales are final, StubHub wants to and will work with buyers to try and rectify a situation. I’m sorry if that was not the impression you had here.

Again, I apologize for any inconveniences caused by your experience. I would really like to try to resolve this issue with and turn your experience around. I hope that we can work together on this and resolve the issue. Please contact me, Jeffrey, at yourfeedbackmatters@stubhub.com with your order number(s) and contact info and I will gladly follow up with you directly. Thank you for being a StubHub customer and allowing me this opportunity to work with you.

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6:45 pm EDT
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StubHub do not count on them to deliver

4 tickets purchased for Wicked tickets for daughters birthday 2 months in advance with hotel reservations out of town trip. Contacted Stubhub multiple times regarding delay in receiving tickets. Day before the event still didn't have tickets and I was told worse case scenario they would send tickets in a PDF file. Didn't happen, fanguarantee they kept promising was no help. Supposedly they will refund the money but that is not the point. DO NOT COUNT ON THEM TO DELIVER.

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StubHub!
San Francisco, US
Apr 19, 2010 2:34 pm EDT

Hello. I’m Dave with the Executive Customer Care Department at StubHub. Your post was brought to my attention and I wanted to respond as soon as I could as I understand how frustrating your experience has been awaiting your tickets, especially for a special occasion like a birthday. I am very sorry to hear that you have received less than stellar service from our company. I understand how disappointing this has been and while It is not the norm, it is certainly not how our valued customers should be treated.

I think in context of the issue here, it may help to first explain that StubHub is a secondary ticketing marketplace where fans can buy and sell tickets to and from other fans. StubHub is not the ticket seller, and we hold no ticket inventory. All of the tickets sold through our site are being listed and sold by individual sellers who are responsible for fulfilling their orders with the exact tickets that were listed for sale. Obviously in this case, that did not happen. I would like the opportunity to try and turn this situation around for you somehow.

Since I don’t have the order information, I would request that you contact me directly via e-mail at dferraro@stubhub.com so that I may research your order and find out where this went wrong and why. You are absolutely correct in saying that simply refunding the money is not the point. We are all fans here as well and we understand that attending the event that you purchased tickets for is only part of the event experience. Again, my most sincere apologies for the inconvenience that has been caused to you and your family. I hope to hear from you so we can work towards a resolution in this matter and turn your experience with our service around. Thank you.

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1:57 pm EST
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StubHub could not give me my tickets in time for the event

I purchased 4 tickets to the PGA Players Championship in Alanta GA 4 months before the event, total cost of the 4 tickets $467.00. I received confirmation from Stub Hub that my purchase had gone through and I made non-refundable hotel reservations for the event at a total cost of $875.

4 days prior to the event I had not received my tickets so I called and emailed Stub Hub. For the next 3, I made a total of 13 phone calls and 8 emails. Stub Hub's customer service dept. assured me that my tickets were FedX'ed and would be received in time of the event. I live in Kentucky, 7 hours driving time from the event. The 10th, 11th, 12th, and 13th phone calls I found out that the tickets had not been mailed out at all, this was less than 24 hrs. before the event was to start. Being that we had to drive to the event, Stub Hub could not deliver the tickets to my home address. I have 2 written emails from Stub Hub guaranteeing my tickets. As it turned out, they could not give me my tickets in time for the event. Needless to say, I was not only out the cost of the tickets but the cost of the hotel and a 4 day vacation. I turned this matter over to my attorney and we are still fighting Stub Hub in court. Stub Hubs so called ticket "Fan Guarantee" is nothing more than words. Stub Hubs customer service dept. are nothing more than commissioned sales people that will say and do what ever they have to do to get your money and get you off the phone.

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StubHub!
San Francisco, US
Mar 05, 2010 8:38 pm EST

Hi. I’m Gregg Dispenza with StubHub’s Executive Customer Care Department. I certainly apologize for the type of service you may have received from us regarding this transaction for the PGA Players Championship. Clearly, this has left you pretty frustrated and it is never a good experience when we cannot ensure that our buyers receive their tickets, regardless of the reason.

I‘d like to help resolve this for you if possible and, clearly, we would like you to have a better impression of StubHub. While it is true that we are a secondary marketplace for fan-to-fan ticket sales, are not a Box Office and have no direct connection to any venue or event. We rely on the individual sellers listing their tickets through our marketplace to fulfill all ticket orders and while highly unlikely, if a problem occurs, we certainly take it very seriously and do our best to fix it within our Fan Protect Guarantee which offers comparable or better replacement tickets or a full refund. We do care about your experience and want to do everything in our power to ensure it’s a positive one.

I’d appreciate the opportunity to discuss this order with you in detail so we can be sure address any internal training needs that there may be. I’d also like to make sure that all of your questions and concerns are responded to as well. Please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg, with the order number or the email address that your account is set up with. I will then be able to respond to you directly and look forward to hearing from you. Thanks! Sincerely, Gregg Dispenza.

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2:55 pm EST
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StubHub stub hub simply awful

I sold tickets through Stub Hub and accidently put the seats in the wrong section. They were sold and upon receipt the buyer notified them they were wrong. Stub Hub charged me a 15% commission on the tickets. They then debited my credit card the cost to get the buyer an "equal or better" seat which I am sure they charged an additional commission on. Then they charged me an additional fee 6 days later for reasons unknown.

I have called and, like many after being on the phone for 30 mins or so got nowhere with rude condescending managemnt and employees. I was never told or hinted that when the tickets were wrong I would be financially responsible for the persons "upgrades". My problem is that they initiated all of the charges without notification, without an explanation of the charge, and without authorization to do so, as well as double billing commissions. Their customer service is rude & awful and their communications are horrendous. They even authorized all of the charges without the buyer even mailing the incorrect tickets back to me.

Having done my research now, and seeing how many people (Buyers and Sellers) that have complained about Stub Hub they still carry an A+ rating with the Better Business Bureau. I think it would do everyone a favor that has a problem with them to notify the BBB and seek a resolution.

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StubHub!
San Francisco, US
Mar 08, 2010 4:23 pm EST

Hi. I’m Dave with the Executive Customer Care Department at StubHub. Your post was brought to my attention and I understand you sold tickets via StubHub and are concerned over charges that were processed on your credit card as a result of the Buyer receiving incorrect tickets. I can appreciate that this is a disappointing situation and will do my best to address your concerns.

As you already know, StubHub is a secondary ticketing marketplace, meaning that we are not a ticket seller and do not hold any ticket inventory. Sellers, such as yourself, post the tickets found on our website and are ultimately responsible for fulfilling any sales that come for their tickets exactly as listed. If a Seller sends wrong tickets to a Buyer, Sellers will be given the opportunity to provide the correct tickets for the order or comparable or better replacement tickets. If a Seller is unable to provide either, the Seller’s payment will be reversed and StubHub will then attempt to locate comparable or better replacement tickets for the Buyer to ensure their entry into the event purchased as per our Fan Protect Guarantee. As noted within the StubHub User Agreement, if there is any additional cost involved for StubHub to acquire replacement tickets for the Buyer, the Seller will be held financially liable for that difference. We do make our sellers aware of this information in advance. Sellers are advised of their responsibilities towards an order both when initially listing the tickets online and also when confirming a new transaction. Also when creating a StubHub account, all users must agree to the terms of the StubHub User Agreement before being allowed to use the site and the User Agreement contains specific language in regards to seller responsibilities and financial obligations.

I would like the chance to review your specific situation in order to provide a more detailed response and also to ensure that any additional questions or concerns you may have are addressed. As you mentioned in your post, StubHub does have an “A+” rating with the Better Business Bureau which is a testament to our loyalty towards our customers and is something we take a great deal of pride in. If you would like to discuss your issues directly, please contact me via e-mail at dferraro@stubhub.com. Thanks and I look forward to hearing from you!

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8:10 pm EST
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StubHub they are dishonest and cold to their customers

I placed a bid on tickets to game 4 of the World Series last year. My bid totaled over $900.00. Two days after I bought the tickets I had a family issue that made it that I couldn't attend the game. I called Stub Hub to see if I could retract the bid. They informed me I could not. I then asked to speak with a manager and he told me the same thing. It was unfortunate and I was upset but ultimately I understood. The manager I spoke with told me that since the auction was ending at 11:00 am on the day of the game and the tickets were e-tickets I could easily re-sell them on Stub Hub or even Craig's List if I were to win the auction. I ultimately decided to sell them on Craig's List. I even had a buyer lined up. Once I won I would e-mail him e-tickets once he paid me. I wound up winning the auction and I waited and waited for my e-ticket e-mail from Stub Hub. The e-mail never came. What did come was an e-mail explaining to me that Stub Hub could not provide me with the e-tickets that were advertised in the listing because of an "error". The e-mail explained that I needed to go down to the ballpark with my ID and the Credit Card I used to purchase the tickets. This was an impossible for me to do. I couldn't have my buyer go down there and get them because the tickets needed to be picked up by me with the two aforementioned pieces of ID. I eventually wrote Stub Hub to complain about the e-ticket switch-up and they told me that I could have whoever was going to the game pick them up but I had to give them the person's information. This was not feasible. Stub Hub’s response e-mail also didn't get sent back to me until about an hour before game time. Stub Hub did not care when I called them originally to try and back out of my auction bid. They didn't care why I couldn't go. They kept on going on and on about their guarantee. The fact that I had been a loyal paying customer of their company for over 5 years didn't factor into anything. They also royally screwed me over by not delivering my tickets to me electronically like the listing said they would and by waiting so long to respond to my complaint. You really shouldn't deal with these people. They could care less about you and what you want. Their guarantee only protects YOU the fan until it inconveniences Stub Hub. Then you are on your own.

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James Cech
Montclair, US
Apr 27, 2013 11:36 pm EDT
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Your company has used the excuse that you sent a check to Major League baseball and it is their fault I was not paid. All I know is I sold two tickets to see the Yankee's Vs the Washington Nationals MONTH ago and never got paid. Jim Cech

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StevieB469
, US
Mar 11, 2011 5:09 am EST
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StubHub is just part of the Ebay MONOPOLY! END STUBHUB'S FRAUDULENT PRACTICES!

StubHub!
StubHub!
San Francisco, US
Mar 02, 2010 5:28 pm EST

Hi. I’m Gregg Dispenza with StubHub’s Executive Customer Care Department. I can totally understand your disappointment and frustration in this situation and will do my best to address your concerns.

Since we are a secondary marketplace, all of the tickets listed on our site come from individual sellers. When a bid was placed on an auction, it was considered intent to buy and therefore, the bid became a binding contract until the prospective buyer’s bidding range was exceeded. Similarly, with non-auction listings on our site, orders are considered commitments and that’s why the bottom of every web page states that all sales and bids are final. As the auction format was not very popular with our customers, that type of listing is no longer available on StubHub.

For most Major League Baseball events, we are able to integrate with MLB in order to have the barcodes on the seller’s tickets invalidated and new barcodes created for our buyer. This eliminates the potential of two sets of tickets for the same seats being used. In the rare instance where the new barcodes are unable to be created, our only option, per MLB, is to have the tickets set for pickup at the venue’s Will Call window. Should someone else be picking up the tickets, other than our buyer, we need to report that information to the venue.

We certainly want our customers to have as seamless an experience as possible when ordering tickets on our site. Without knowing the specifics of your situation, I’m not able to provide a more detailed response at this time. As such, I’m hoping we could look at this order together in detail. That way, we can see exactly what happened and if there is anything I can do to provide a more satisfying resolution. Please send an email to yourfeedbackmatters@stubhub.com, Attn: Gregg, with the order number or the email address that your account is set up with. I look forward to hearing from you. Thanks !

Sincerely, Gregg Dispenza.

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3:46 pm EST
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StubHub never use them

I ordered tickets to see Tina Turner @ Madison Square Garden for 12/1/08 from Stub Hub . Originally we had great seats! Stub Hub SUPPOSEDLY UPGRADED our seats from the original seats. Guess what? We wound up sitting basically behind the stage on the side. We were looking at Tina Turner's back for most of the concert. If they did not have a big screen, we would have only seen her face 2 times! When I received the tickets & called to complain the woman kept insisting the tickets were better & more expensive then what we paid for. How can a ticket behind the stage when I was originally in front of the stage be an upgrade. NEVER USE STUB HUB!

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StubHub!
San Francisco, US
Feb 03, 2010 8:52 pm EST

I am contacting you on behalf of the Executive Customer Care Department at StubHub. I first want to apologize for what I recognize as an unfortunate experience. I will do my best to address your concerns regarding the situation as fully as possible. I understand you were not happy with the quality of the seats you received and as well as the service you received. While I am not exactly sure what happened here but would certainly like to work with you on your situation and see if we can turn it around. I suspect that we were reacting to the original seller’s inability to fill the order.

It may help to explain a bit more about StubHub’s Marketplace. We are a secondary marketplace where fans can buy and sell tickets; however StubHub itself does not carry an inventory. The inventory listed on StubHub is coming from individual sellers and we rely on our sellers to follow the StubHub User Agreement when fulfilling their orders to avoid disappointing experiences as you described. In the end, the seller did not fulfill the order and consequently, StubHub normally will do our best to celled the transaction and offere replacement tickets to you to ensure you attended the event per the StubHub Fan Protect Guarantee.

Again, I''m sorry your experience was so disappointing. This is a situation that we most certainly would like to look into, though. I would like to follow up with you directly if possible. If you could please email me at yourfeedbackmatters@stubhub.com Attn: Sue, along with your order # and I would be happy to follow up and address your concerns. Sincerely, Sue Hickok, StubHub ECC.

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2:27 pm EST
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StubHub they stink

If you value your sanity, do not use Stub Hub. After paying for and ordering tickets on 12/7/08, I still did not have them on 12/29. I started calling immediately that AM. I continued to call, be put on hold, get promised of return calls, emails from Monday the 29th thru the 1st (game day for the Cotton Bowl which is what I wanted tickets for was on 1-2!) Anyway, after about 5 total hours on hold and phone calls, non answered emails, incorrect info on emails, no returned promised phone calls, I never got my tickets. In all my 50 years of dealing with non caring folks, I hand it to Stub Hub. They are the worst! If you like to not get what you pay for, listen to the same hold message per phone call about 50 times per call (I am not exaggerating), and driving 8 hours from home to an event that you do not have tickets for, then by all means, use Stub Hub. If this type of fun doesn't tickle your fancy, then go somewhere else. I am making it my goal to let as many people as I can know that they stink!

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StubHub!
San Francisco, US
Jan 29, 2010 5:34 pm EST

Hi. I’m Gregg Dispenza with StubHub’s Executive Customer Care Department. I cannot apologize enough for the type of service you may have received, clearly it left you pretty frustrated and the service provided not up to our standards at all. In reading through, it seems that the delivery fro the seller of those Cotton Ball tickets was very problematic, and at the very least you should not have had to do all of the leg work to resolve this. At the end of the day, we want to help our customers create positive memories, not negative ones.

We appreciate you sharing your experience and would like to discuss your order in more detail with you personally and understand everything that took place so that we may be able to improve our services. Please email me at yourfeedbackmatters@stubhub.com, Attn: Gregg and include the order number or the email address that your account is set up with. I look forward to hearing from you. Thanks ! Sincerely, Gregg Dispenza.

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12:41 pm EST
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StubHub simply terrible

We purchased tickets 3 months in advance for 2 different sold out concerts through StubHub and both times we got screwed by this unscrupulous ticket seller. In both cases we were assured right up until the day before the event that we were covered by StubHub's "Fan Protect" guarantee. What a load of garbage!

In both cases StubHub did not provide the tickets they sold us and in both cases the seats were taken when we attended the events. We were out thousands of dollars in airfare and hotel costs due to the fraud they perpetrated on us.

StubHub is practicing fraud on a large scale and should not be used for any tickets to any event. As a side note - they did refund our money, and they did send "coupons" worth 150 dollars - which I promptly told them to stick up their *ss!

Do not purchase from this company - they are reprehensible.

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LALLENEG
Carlisle, US
Mar 12, 2010 7:33 pm EST

What a load of Customer Service Crap! Stub Hub gave me the same line by several people...USE ANYONE, BUT STUB HUB! Experts at Bait and Switch!

StubHub!
StubHub!
San Francisco, US
Jan 20, 2010 4:32 pm EST

Hi Aven,

I am reaching out to you on behalf of StubHub Executive Customer Care. We have read your review and would like to sincerely apologize for your StubHub experience. We take our customers’ experiences very seriously – we want you to be able to receive your tickets exactly as purchased and to enjoy your time at the event without issue. While we cannot change what has transpired, it’s my goal to address the concerns you outlined and see if there’s anything we can do to turn this situation around.

It might help to first explain that StubHub is a secondary ticket marketplace, meaning we are not a ticket seller and hold no ticket inventory. We depend on individual sellers to list the inventory found on our website, to provide the tickets exactly as advertised, and to ensure the validity of the tickets being sold. Fulfillment issues and invalid tickets are not a common occurrence with our services, so it is unfortunate to hear that these issues may have affected you twice. Rest assured, we certainly take these situations seriously and hold our sellers accountable for their tickets should a problem be reported. We keep careful track of our seller accounts and when they cannot fulfill an order or if the tickets they provide are not valid, per our User Agreement, they may face financial responsibilities, account suspension or permanent deactivation. We also have our Fan Protect Guarantee in place, which states for buyers, you will receive your tickets in time for the event and they will be authentic and valid for entry. In the unlikely occurrence there is an issue, your tickets will be replaced with comparable or better tickets or we’ll provide a full refund.

Again, our apologies. We recognize this was a disappointing situation and that you may not have been satisfied with the resolution received. We would like the opportunity to look into this further for you, and as stated, see if we can provide a more satisfying resolution. If you could please provide me with more detail regarding your StubHub ticket order, such as your name, Order Number, or email address, that would be greatly appreciated. If you are interested in discussing this, please contact me via email at: yourfeedbackmatters@stubhub.com Attn:Sue

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StubHub scam charge

I sold tickets to a concert to someone using their site. They tickets never arrived. They agreed to allow me to have them at will-call at the venue. They then tried to sell my buyer other tickets and blow me out of the picture without permission. I called them on that and they agreed to let the buyer and seller deal direct and NOTHING to deal with stubhub and no charges to either. Calls were recorded for accuracy. They then charged by credit card 152.00 Oct 3rd. I called them Cct 8th for a refund. They agreed. Oct 22 they have not. I called them. They refused to refund. No reason given.

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FromtheFuture
Esperanza, US
Oct 28, 2010 3:34 pm EDT

I too was promised a refund for tickets that were not valid. I called 4 times and each time was told that I would be refunded on my credit card. The last time I called I was told that they would not refund my cc, but I would be refunded on a "stubhub" account. Which is useless because I do not trust stubhub to sell legit tickets. The call where I was told that I woudl be refunded on my cc was also conviently not recorded.

They have terrible customer service and make a living by cheating people.

StubHub!
StubHub!
San Francisco, US
Jan 13, 2010 2:53 pm EST

Dear Galiff,

My name is Jeffrey from StubHub’s Executive Customer Care team. I read your post and would like to start by apologizing for any inconvenience caused by charge you received on the sale of your tickets. It sounds as if the buyer on the order may not have received the tickets, which consequently led to you making potential Will Call arrangements to try and fulfill the order. As StubHub is a secondary ticket marketplace, we are not affiliated with any box office or venue. As such, we unfortunately cannot guarantee Will Call ticket pick ups. Therefore, it seems we may have opted in this case to find replacement tickets from another seller to better ensure the buyer’s entry into the event as per our Fan Protect Guarantee.

Unfortunately, without knowing specific information on your transaction, I’m unable to offer a more detailed response at this time. If it all possible, I would like the opportunity to speak with you to better understand the situation and what transpired and see if there’s anything I can do to bring this to a more satisfying resolution. Please email me at yourfeedbackmatters@stubhub.com with your name and order number, along with any other questions or concerns you may have had. Thanks and I look forward to your response!

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StubHub extreme disappointment

My son and two of his freinds bought tickets through StubHub for the Jimmy Buffet concert in Raleigh, NC. They had planned this for 4 months taking meticulous time to plan their first Parrothead experience. We live in Tennessee so they also drove about 400 miles to get to the concert. StubHub sent the tickets by air express about 3 months ahead of time. They had a great tailgate at the outdoor venue and a lovely hotel room in Raleigh. When they got to the gate for the concert their tickets were WORTHLESS. We called StubHub and they said that we needed to fill out an online form and they would investigate and get back to us within 72 hours. Now thats CUSTOMER SERVICE! After questioning the StubHub call center more they admitted that they knew ahead of time that the tickets had been resold by the seller. EXTREME DISSAPOINTMENT, EMOTIONAL DISTRESS, and ANGER would best decribe my first StubHub expereince. After further thought it occurs to me that WIRE FRAUD might be more descriptive for StubHub's business practices. At best according to the Call Center we can expect our money back within 30 days with an additional whopping $30 from StubHub because they are good guys. Be very cautious of these online predators. Their business practices shady and their service is worthless.

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StubHub!
San Francisco, US
Dec 24, 2009 1:59 pm EST

Hi. I’m Dave from the Executive Customer Care Department at StubHub. I read your posting and I would like to discuss this situation in more detail with you directly. It goes without saying that your son did not have the concert experience that he paid for and I’d like the opportunity to try and make this right for you. In addition, under no circumstances should it take 30 days for you to receive the refund to which you are entitled and if that is what you were told, I will address that internally with our Customer Service staff. If you’d like to discuss the situation in detail, please contact me at yourfeedbackmatters@stubhub.com and I will do everything I can to try and turn this around for you. I hope to hear from you soon. Thanks!

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StubHub not worth the headache

I will NEVER purchase tickets through StubHub again! I ordered tickets for the Kentucky Derby & had them sent FedEx overnight (for $19.95) to where I was going to be staying. There was also an additional "commission" charge of 10% of the purchase price that was not disclosed up front.

The day prior to the Derby, I received a phone call from someone at StubHub who said that I had been sent the wrong tickets. They asked if I could drive to Indiana to exchange them (which I agreed to because I did not know the area and assumed it was a short distance away). When I found out how far it was from where I was staying to the hotel they wanted me to go to, I called them back & told them that I could not get to the specified location & asked if they could give my phone number to the other party so we could exchange tickets at the event. They were extremely rude on the phone and told me I needed to take my tickets to the hotel (which was 2 1/2 hours from where I was, not to mention I DID NOT HAVE the tickets yet) and that I had no other options. They would not call the other party and insisted that I had the tickets in my possession since they had been sent out.

I got the FedEx package the night before the event (containing four tickets instead of two) and ended up having to go to Indiana to exchange four tickets for the two that I had ordered (and only agreed to it so that the other party would have the tickets they had ordered) prior to the event that morning. They would not refund any of the fees I had paid & everyone I talked to on the phone was extremely rude.

The two employees who were at the hotel / exchange location were nice (and actually apologized for the mix-up) & told me they would e-mail me a gift certificate worth $50 towards any future purchase from StubHub because of the trouble. It has been over two weeks now and I haven't received anything (which is not a big deal since I don't think I would dare use it anyway).

If you are thinking of purchasing tickets through StubHub, I would advise you against it! You might save a couple dollars per ticket, but it will cost you a lot more in money, time & energy in the long run. It's not worth the headache.

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LALLENEG
Carlisle, US
Mar 12, 2010 7:29 pm EST

I was the victim of a bait and swith with Stub Hub. I ordered event tickets for a specific section at the Garden. When i got my tickets it only listed the zone, nothing about the specific section they offered and I chose-#307-12. Weeks later I get my tickets for a section that was located farther away however in the same zone-#425! When I complained their response was we never offered a specific section only a zone! This was complete BS! I will never order from them again! I was totally taken with no abiliyt to prve that I ordered from their website based on the specific section in a zone...COMPLETE BAIT AND SWITCH!

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StubHub!
San Francisco, US
Dec 19, 2009 4:50 pm EST

Hi. I’m Dave from the Executive Customer Care team at StubHub. I came across your blog and it looks like you had a pretty unpleasant experience with us. Given the situation you’ve described in your post, I’d be pretty aggravated as well. I would like to discuss your particular situation with you directly and would welcome the opportunity to try and turn this unfortunate situation around for you. If you would like to discuss your order in detail, please respond to my attention at, yourfeedbackmatters@stubhub.com. I hope to speak with you soon. Thanks.

Dave Ferraro
Executive Customer Care Specialist - StubHub

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StubHub rotten service

Do not purchase tickets through stubhub if you want to get your tickets in time for the event. I purchased a ticket from them on 10/22 and after they finally confirmed the ticket was available on 10/23 at 12:25 am I did not recieve the ticket until 6 hours before the concert on 10/24. On Sat 10/24 at 8:20 they sent me what they call a "automated email" titled "edelivery issue" saying "We are aware that your seller has not yet uploaded your tickets for your Event. "which, keep in mind the concert was scheduled for that evening.I finally received notification the tickets were ready for upload on 10/24 at 1:01 pmSince i was not home after 12pm i did not receive the notification until the next day since I had to leave the house.The customer service guy basically told me that in this "technically savvy world" i should have been able to make arrangements to print out the tickets even though it was 6 hours before the concert and since i was on the road i had no idea they had sent me this email at 1pm when the concert was at 7pm that evening!
They said after the fact the seller had difficulty uploading the ticket but not once did they let me know that the ticket would indeed be available before the event.They said "you should have called us" I purchased a ticket and the product should have been delivered to me in a timely manner which it was not.I had no access to a pc when they finally did upload the ticket at 1:01 pm when the concert was at 7. They will not refund my money but offered me a$10 certificate good towards a future purchase . So basically i paid $59.95 for a worthless piece of paper.I will NEVER use their service again.If you want to purchase a ticket from them ...be warned as i am sure i am not the only one who has had this issue and i wish i would have used the old adage " buyer beware"

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StubHub deceptive tactics

I purchased tickets for a sporting event in May 2009 with a guarantee that I will receive my tickets in time for the event. The event was schedule September 20, 2009. I attempted to login to my account online to check the status numerous time but my account was oddly enough, LOCKED. I contacted Stubhub on Sept 3rd to notify them that my account was locked and they had no reason as to why. I had NOT received my tickets yet and that the online tracking for these tickets through FedEX claims that they were left on my doorstep. I was advised to look around my home and see if FedEX left them somewhere hidden. I followed up with Stubhub on September 15 to notify them that I searched around my home, asked the office to my apartment and others that live around my apartment if they had seen the package or maybe inadvertlantly picked it up or mis-delivered by FedEX. I still had not received my tickets. I was then informed that I must file a police report and a claim with FedEX for lost package. I contacted FedEX and they require that the SENDER file the claim and the local police departments could not file a report for lost tickets because I never posessed the tickets therefore they can not be classified as stolen.

I was notified by Stubhub on Sept 16 that they would contact the seller and request reprinted tickets. I was never contacted after that response to whether or not I would be receiving my tickets.

Stubhub now claims that since the event has passed, there is nothing they can do and I am out of pocket $788.

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StubHub over-priced tickets

This service is a complete rip-off. My wife bought 2 tickets to Jason Mraz concert from StubHub about a month before the show. I checked TicketMaster a couple of days before the show and they had better seats for less than half the price of what we paid StubHub. We paid StubHub $285 for two tickets and could have gotten for $125. StubHub and its ticket sellers that supply it are hurting the live music industry.

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StubHub terrible customer service

I had my first, worst and last experience using Stubhub.com. I ordered tickets for an upcoming Red Sox game at Fenway Park and managed to go through the entire order process having no knowledge that the tickets were for obstructed view seats. I didn't learn about this until it was presented in the confirmation email. I then called their customer service immediately to see if I could cancel the order and they simply refused to help me at all.

Their customer service manager was very short and unsympathetic towards the situation and even said "too bad, it's your fault (that you didn't see it)". I wasn't even being mean or angry towards the person. They were just being jerks for no reason at all. I also said that I was willing to do an exchange for other tickets, but they even refused to do that. So then I told them that I would have to call my credit card company and dispute the charge, meaning that the seller wouldn't get paid. They said that the seller gets paid regardless of whether or not they get paid. So essentially they were willing to just lose money rather than help me get other tickets. Absolutely ridiculous! Stay far, far away from these clowns!

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kdilkington
Mobile, US
Sep 02, 2009 9:53 am EDT

A followup on how things are going so far:

I had my credit card company dispute the charge with Stubhub twice. They were unsuccessful because Stubhub kept hiding behind their "All Sales are Final" policy. They admitted that they could offer and exchange or refund, but would not do it.

I wrote an email to Stubhub's Executive Customer Care department. I received a voicemail from one of their representatives, Joe Farrell. I called him back 6 times over a period of two weeks, leaving him messages on 3 occasions, and he never returned my call. No idea why he called in the first place.

After filing a complaint with the Better Business Bureau, another representative from the Executive Customer Care department responded immediately and offered to waive the 15% seller's fee if I wanted to resell the tickets on their website - which they would make money from. They basically only "help" you if the BBB is involved because they don't want their "A+" rating to be tarnished. I rejected that offer and am waiting for a response from the BBB.

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StubHub misrepresentation/false advertising

Another couple, my wife and I bought tickets to a game advertised for Saturday July 11th, 2009. Bought tickets at a price of $65/ticket. 100% positive that the date on the StubHub said Saturday July 11. Didn't think anything of it, until we had checked into hotel we rented because of night game and 3+ hour drive. Got to ballpark and got our tickets scanned...scanner read invalid date. Stubhub had given us tickets to Friday July 10th game. In trying to contact Stub Hub to resolve problem, they have been less than accomodating. They won't respond to email, and deny any responsibility over the phone...when we're not on hold. Meanwhile we're left holding nearly $300 in tickets we couldn't use. Tickets were a Father's Day gift.

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Demerol
, CA
Feb 11, 2010 12:24 pm EST

You were supposed to verify your tickets when you received them, this is your fault you were scammed by the person selling the tickets on Stubhub. They wouldn't have sent the money to the seller unless you had confirmed the tickets. I spend over $1, 000 dollars a year and have also sold tickets through them and have never had any problems. They are just a broker, they don't actually have the tickets on hand.

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StubHub!
San Francisco, US
Jul 31, 2009 9:01 pm EDT

Tigersfan2009,

I’m reaching out to you from Executive Customer Care (ECC) here at StubHub. We monitor blogs and consumer reviews and found your comments. We’d really like to talk with you and would sincerely appreciate your response as we recognize that you may be disappointed in our services.

From what I gathered of the situation, it appears that you purchased tickets through our website and the tickets may have been sent incorrectly by the seller. I do not dispute that this is a disappointing situation and sincerely apologize for any inconvenience you may have experienced.

I was hoping that you could provide us with more detail regarding your StubHub ticket order as we would like the opportunity to address any questions or concerns you may have had regarding StubHub policies and how the situation was handled. We’d also like to find out if there is anyway to turn your StubHub experience around if at all possible.

If you are interested in discussing this, please contact us at StubHub via email: JNorberg@StubHub.com. Thank you!

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StubHub online/phone sales system

Okay. I get it. It's a business and an industry: people need to make money, and ticket sales organizers are no different.
But this is some serious [censor] — tickets go on sale for a small venue with limited tickets at 12pm, and are *immediately* sold out online and over the phone. Customer reps at live nation take a century to answer the phone, and when you finally get them, they blandly read out what you can see for yourself on your own frikkin computer screen.

Okay. It's possible. A band like alice in chains playing a club venue is going to be in big demand.

But some please explain to me then why at 12:15pm, there were whole groups of tickets, ranging from 2, 4 and 11 pack sets of tickets for sale on ebay and craigslist and stub-hub for five times the ticket's face value?!?!?!

There are skeevy middle men making money off the band and off the fans.

Alice in chains, and other bands who have a contract with live nation need to get their management to peg tickets at a higher price. Don't say tickets are for $26.00, because guess what: your loving fans are going to have to shell out at least a $100 anyway, paying skeevy gits. We would rather pay you.

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W R Ployer
Westwood, US
Aug 07, 2012 5:19 pm EDT

Stay Away from Nation Tickets ! They will not let Fed-X leave your tickets even with a signed Door Tag. I made 4 calls to their BS Customer Service line only to be told every 15 seconds that "We appreciate your call, thank you for your patience. You are next in line. This went on for over an hour and 45 minutes. Horse Manure! One would think that given the fees they charge (as much as $55.00 per ticket) that they would actually hire somebody to answer the phone. They could care less about you after you pony up their $$$.

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W R Ployer
Westwood, US
Aug 07, 2012 5:19 pm EDT

Stay Away from Nation Tickets unless you have $$$ to throw away ! They will not let Fed-X leave your tickets even with a signed Door Tag. I made 4 calls to their BS Customer Service line only to be told every 15 seconds that "We appreciate your call, thank you for your patience. You are next in line." This went on for over an hour and 45 minutes. Horse Manure! One would think that given the fees they charge (as much as $55.00 per ticket) that they would actually hire somebody to answer the phone. They could care less about you after you pony up their $$$.

StubHub!
StubHub!
San Francisco, US
Aug 27, 2009 1:33 pm EDT

Hello bradleyp,

We are reaching out to you from Executive Customer Care (ECC) here at StubHub. We read your review and would really like to talk with you. We would sincerely appreciate your response as we recognize that you may have a misunderstanding of who we are, and how we work. We’d like to understand what we could have done differently to better met your expectations. Your time and feedback is certainly valued.

We are fans just like you and we started StubHub to provide a marketplace for all fans to buy and sell tickets. We genuinely want our customers to have a great experience when using our site and services but we recognize we’re not perfect. We can’t get better without your feedback and help. If you’d like to discuss your StubHub experience, you are welcome to email us at jnorberg@stubhub.com and jtincher@stubhub.com.

Thank you!

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bradleyp
Lake Dallas, US
Jul 11, 2009 1:23 pm EDT

did you know stub hub is a subdivision of ticketmaster..?
ticketmaster is affiliated with them..
and ticketmaster will also hold seats.. and then relewase them at a later date for double or triple the price..
because the show is "sold" out..
they set up stub hub and let you resale the tickets, but ticketmaster gets a percentage of those sales...

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