StubHub
Reviews and Complaints

I purchased tickets for the Carrie Underwood Concert to be held on September 20th at Resort World in Las Vegas, NV. On the day of concert (9/20), I checked my tickets to ensure everything was signed, sealed and delivered. There was a notification on the mobile ticket which indicated the concert had been postponed. I then drove to Resort World and spoke with two staff employees who stated the concert on that day had been cancelled. I then called StubHub to request a refund of my tickets and was told I would need to wait until I received notification that the concert had been cancelled on the StubHub sight before I would qualify for a refund. I waited until 9/27 (a week after the concert) to re-call StubHub to request my refund. I recorded this session as I wanted to ensure there wasn't anything that could be said on either end to indicate fraud. I spoke with a representative by the name of Amelia who would not give me any additional information as to employee number or branch...she put my on hold twice and finally came back to tell me that I would need to wait for an email from StubHub saying the show had been cancelled and I would need to do an additional act in order to receive my refund. When pressed about the fact that I had already requested a refund a number of times, she promptly told me I would need to wait for the email and then hung-up on me. And...I might add, throughout the phone conversation, Amelia continued to repeat the phrase "No problem", which I feel is ludicrous, as there is a BIG PROBLEM with me receiving my refund!

I purchased and paid for two tickets for my daughter and I to go to see Jelly Roll in the orchestra section for $1053. My credit card was charged that same day but I never received an email verifying my purchase. When I called about not getting the tickets they said that the email address was wrong but that the Seller had "a problem delivering the tickets" and I could have alternative tickets in an entirely different section which were originally half the costs of the ones I paid for. I believe that my tickets were withheld because they could sell them for a greater amount.

ISSUE: FRAUDULENT FAKE TAYLOR SWIFT TICKETS, DATA LEAK, AND LACK OF CUSTOMER SUPPORT OR RESOLUTION

Stubhub sold me fraudulent concert tickets last week, and somehow my personal info and data was also leaked or compromised. After I bought my tickets (and paid an obscene amount for the tickets, plus, over $500 in stubhub fees alone), I received a whatsapp message from a contact claiming to be stubhub, using the stubhub logo and business name in their profile. The profile was also listed as a "verified business account" by whatsapp. This fraudster tried to sell me more tickets. Obviously I blocked them. It was after this incident, I realized my tickets that I purchased were not real.

My concerns are: Stubhub is supposed to be a legitimate company and the first time I use your platform,

a) I am sold fraudulent tickets

b) my personal data and information is leaked to fraudsters

c) I already have non refundable flights and hotels booked halfway across the world to see this concert but no tickets to the show

d) No one at stubhub is getting back to me with comparable, replacement tickets despite me reporting this issue over a week ago.

I have called several times for the past 8 days and have yet to receive a resolution.

Good Afternoon,

I am writing to file an official complaint against Stubhub for not supplying the tickets I purchased back on 19 July, order number [protected]. On Sunday Sept. 10th my husband called Stubhub to let them know we didn't see our tickets in our account. The representative who answered the phone said back in July your card did not go through. I said, No it did because I saw it on my bank statement. The representative said you will need to take that up with your bank. So I called my bank and they stated that indeed my account was charged by Stubhub for the amount of $522.60. I hung up with my bank and called back this time I was told, it's nothing we can do they do not have our tickets for the game but If I would like to purchase some I can. At this point I am mad and sad all at the same time. Not only did we not have the tickets, but the money was taken out of my account. I purchased these tickets to surprise my husband for his birthday. We drove to Atlanta from Savannah late Saturday night so we could make it to the game on time. It cost $140 dollars in gas to drive from Savannah to Atlanta. Earlier this week I purchase ATL Falcon Jerseys and got my hair done for the game only to be disappointed by Stubhub. This was the opening game an experience I can't get back until next year. The Falcons won the game, our family and friends were at the game but we couldn't get in. How embarrising. I have high blood pressure and this mess up by Stubhub shot my pressure through the roof. I was having pank attacks. I wouldn't wish this experience on anyone. All of my family and friends are aware of the situation and they to are disgusted with our experience with Stubhub.

Purchased tickets on March 26th, 2023, to Cigarettes After Sex in Atlanta GA. for 9/11/23.

After waiting 7 months for the tickets, I started making inquiries when i would receive my tickets in early Sept since my family was flying in from Michigan to attend the concert. Still no tickets and conflicting answers from Stubhub when the tickets would be available, Told to contact Ticketmaster. (contacted Ticketmaster and they told me the matter is with Stubhub and not Ticketmaster)

Yesterday Sept 10th, 2023, less than 24 hours before the concert still no tickets. I called again and spoke to Angel at 10:15 est and was told to call back after 4pm EST when the seller was required to post tickets on my email. Called again at 5::15 est and spoke to Jessica and still no tickets posted. Jessica told me that I would receive a full refund and gave my complaint a case # [protected] because the tickets were not available at the required time.

Since my family still did not have the tickets and based on my conversation with Jessica on 9/10/23 at 5:15 re my refund, my family flew back to Michigan this morning 9/11/23.

The four tickets arrived today at 8;30 est today 9/11/23 contrary to what i was told by Jessica as recently as yesterday.

So, I called Stubhub at 10:00 am today September 11, 2023, and spoke to Kimberly a supervisor and she said she would issue a full refund for the four tickets and for me to log onto AXS app to retrieve the tickets and send them back o Stubhub.

AXS app was not available for me to access the tickets and was on hold with Kimberly for over 45 min before call was disconnected.

Called back and spoke to Jamal at 10:45 est and he told me that Kimberly had approved a full refund, and I would receive an email in 1-3 days stating that i would receive a full refund and refer to case # [protected]. The refund would be processed back to my credit card on file on the 8th day following the confirmation email. This has been nothing short of a nightmare experience.

Tickets to the Pink concert at Charles Schwab Stadium, Omaha NE, USA on 8-21-23 were purchased 3-28-23. I was to receive an email from the seller that contained a link to the tickets. By 4-23-23, this email had not been received so contact was made with StubHub. Response was they would reach out to the seller for the tickets. Contact was made again 5-3-23, 6-15-23, 6-22-23, 6-29-23, 6-30-23, 7-7-23, 7-13-23, 7-21-23, 8-4-23, 8-14-23 and 8-18-23. Each time I was told they were waiting for the seller to respond. On 8-19-23 at 11:15am, I received an email from Stubhub indicating that I would not receive the tickets and that they were unable to locate comparable tickets so a refund was necessary. This left me 56 hours before showtime to find acceptable replacement tickets; otherwise not attend the concert and lose money on a hotel reservation. The deadline given to the seller to come forward with the tickets is not logical or reasonable and I was never told about the deadline before 8-19-23. Had I known, I would have requested a refund months prior.

I sell 3 tickets for 9/23 Ed Sheeran concert.

The ticket quantity and seat number did not match between sell listing and buyer's order. The section got changed, i listed section 513, row16, seat 4-6 but somehow the system listing changed section to 1E-5 and seat 7-6.

Listing showed section 1E-5, row16, seat 7-6 (2 tickets)

vs.

Order showed section 1E-5, row16, seat 4-6 (3 tickets).

It is obviously a StubHub system error displayed wrong information and allow mismatched listing order being placed. My listing was on 6/27 9pm PST and the buyer placed order on 6/28 1am PST. There was less than 4hrs and during midnight to capture those errors. It's totally fraud!

Stubhub canceled the order and charged me $229 for the order. I don't think it's fair to ask me take fully responsibility for this order due to their system error. I being called StubHub customer service multiple times since July but nothing changed, they did not want to help reslove it and keep ignore the error I am pointed out. (attched screenshots).

I Purchased 2 tickets for Morgan Wallen concert June 14, 2023 at PNC Park Pittsburgh. This show was postponed by artist. We were unable to use the tickets on new dates due to being back at school. Called Stubhub to see what we could do. They only offered to put them up for resale. We put them up for resale as they suggested. We kept lowering the price this week knowing we would lose money. I did this and the tickets did not sell. I went on today to lower price even more hoping to get something for them and not end up with a total loss. I was told that the tickets come off the day of the concert. I am out over $700.00. I feel that stub hub has the ability to help customers under these circumstances and they choose not to! I feel this was something not under our control its not like we just decided not to go on the original date. We should not be penalized for something that we have no control over. If the concert was in June as scheduled when we purchased tickets this wouldn't be an issue. It's not our fault the date was changed.

I purchased tickets for the Leanne Morgan show on 7/21. the show was to start at 7pm.

Upon arrival I opened my phone to access the tickets and could not. The message I continually got on the screen was try again later. Ok..waited tried again and again and again. We tried to call customer service. I could not get through . No ring, no msg nothing . I gave my phone to a gentleman working the will call window who was supposed to be a wizard at this, he was not.

So, tried again several times and could not access my events, not anything.

I called c.s. now and the rep kept asking me why I didn't call then. I tried. I tried everything i knew. Well "you should have sent an e-mail". And I should have known that how?

I am very unhappy. I am out $300.00. I didn't see the show and I will never use Stub Hub again. And, I will highly recommend to my friends not to use this company.

I purchased a 3 day "pass" for a concert costing $620 ($480 ticket + $140 SH fee) - it arrived in the form of a bracelet with no corresponding use/entry instructions or warnings. My son simply picked it up to look at it & inadvertently moved the tiny blue bead which tightens the band on the wrist - not knowing that it was apparently designed to lock in place & would not slide back. So it was now really tight to fit on a wrist.

I immediately contacted the venue which told me they could easily replace it UNTIL they learned it was a stubhub purchase. They told me that due to so many SH sales of counterfeit tickets they could do nothing without verifying the identity of the original buyer which I'd have to get through SH. So I went to SH & they said they would "try" to contact him or her but never got back to me. When I tried again, they told me I had "tampered" with the bracelet & they would not do anything to assist me further.

"Tampering" means to deliberately cause harm or damage to something. That certainly was not the case here. ZERO customer service, concern or attempt to assist with what should have been a minor & easily resolvable error concerning a very expensive multi day ticket. BUT it gets much worse.

After arriving at the concert with the completely intact/new/unused band (which simply had been tightened) the gate agent could not scan it. The customer service desk couldn't scan it either - I showed my SH receipt & was told it was a counterfeit band & they confiscated it after also adding that this is a common issue with SH tickets. We asked about the blue bead which had been moved to tighten it & was assured that that had ZERO to do with the un-scannability of the band.

SO...back to SH which has refused my request of a refund for the counterfeit band claiming again instead that my "tampering" somehow caused it to be counterfeit - which, of course, it did not. Utterly frustrating, expensive waste of time - which ironically enough could have been avoided at the start had they identified the seller at the start as the venue could have figured out early that it was a counterfeit band. No wonder she or he did not want to identify themselves - & SH protects them. SMH.

I posted a pair of tickets and a duplicate account was accidentally created using my apple ID. So the pair of tickets were posted twice. I did fulfill the order and transfer the tickets in the account I knew about and Stubhub is withholding $1,700 from me, claiming I did not fulfill my order. There were only ever 2 tickets. I called several months before the event and found out I had two accounts and was assured it wouldn't be an issue and I would get paid. Stubhub waited to cancel the duplicate account order until right before the event and are penalizing me based on tickets that never existed. They should have known they were the same exact tickets, cancelled the accidental posting and notified the interested buyer that the tickets were already sold. Instead, they did nothing and kept reassuring me everything was fine every time I called. I communicated my concern upon receiving emails about unfulfilled tickets and possible penalties. They eventually escalated the concern after the event passed and I did not get paid. I'm now out $1,700 because Stubhub failed to handle the issue internally.

I purchased 2 tickets for the Beyonce concert in Charlotte. The information on Stub Hub stated that the tickets did not have an obstructed view. They did. Our seats were on the side and behind the stage. We could not see the screen or any of the entertainers. It was my daughters first concert. I was so embarrassed. I wanted to leave before the concert was over. The seats in section 108 should have never been sold. No one in the section 108 could view the concert. As you can see from my pictures, there was raised seating in front of us as well. There were other concert goers and a full bar with bartenders also obstructing our view. I do have video, however, I could not attach it. I really don't think you need it though. It is pretty obvious that our view was obstructed, and the tickets that we purchased stated that they were not.

[protected]@YAHOO.com

I bought 7 tickets from StubHub, for Real Madrid vs Milan in LA, when I get there, guess what? All 7 tickets didn't show in the system, AXS told me, StubHub, didn't send it to them, nothing they could do to me, wasn't only me in the stadium who had the problem, me and 20 / 25 persons had the same problem, I had to buy every seven tickets again, and I saw when I bought the ticket in the stadium, in the StubHub was over price too.

I am really disappointed with StubHub, I did two orders, first order was 4 tickets and the second order, was 3, but they offer me only 25% of the second order, the cheaper order, in the voucher, after two weeks of trying to get my refund, they just said,

“We don't owing anything to you, we can offer only 25% of one order, the cheaper one, if you want, because of our policy, you contact us only one day, after the event”

Obviously, I did contact them

One day after the event, the first think, they did me lose half-game, because AXS couldn't find my tickets, because StubHub, didn't send them to AXS, second think, why I didn't contact them on the same day, at the stadium in the game day, had no internet, I leave from there almost midnight, because of traffic. Now they telling me that, because of me, they have nothing owing me, only 25% of $648.97, if I want.

I spend with StubHub almost $1600, +$1200 (I bought them, on the front of the stadium, in a better location than StuHub every seven tickets again), after two weeks of trying to get my refund, they offer me $162.24, and said, we don't owing you anything, wasn't our mistake, total disrespect with the customer and changing us, over princes tickets too, I'll never use StubHub again.

Don't buy from them, they are over price, if you have a problem, you gonna lose 75% of your amount. Because is their policy.

On 08-06-23 I purchased 2 tickets for $696.69 in the morning I received an email stating that the tickets were cancelled. On 08-07 I received an email stating that the tickets were available for purchase again, and once again I purchased 2 tickets for $696.69 in an hour I received an email stating that the tickets were cancelled again! I spent an hour trying to reach a person from stub hub to get my refund, an hour and half later I finally spoke with someone who, that i would get a full refund. Great with the exception that it could take as long as 10 days to receive. I spent hours trying to resolve this issue and now you expect me to wait ten days while you have my money that you took from my account within one minute! I want my money back immediately to be able go and purchase from a honest company, if not I will spend every hour i can to file complaints and tell as many people as possible about the con artist manner of treating people as if were all stupid about what your doing to people that cant afford to wait ten days for our money back!

Had four tickets for sale. One sold with no problem. Sold two and was immediately prompted to transfer, which I did. 1 week later buyer hadn't accepted them. We then received an email saying due to buyer issues, we cancelled the sale. We immediately cancelled our two tickets, thinking our account had been compromised. It turns out they sold one ticket and didn't notify us, but that was the ticket they cancelled. We relisted the two tickets, however they never showed up on Stubhub for sale. When I called they said your listing is on there, and after that it appeared. Today I received an email saying I'm being charged $486 for the non sale of the two tickets. Deceitful manipulation of their sales. SELLER BEWARE

Purchased tickets 03/16/23. Told we would get tickets day before concert. At the venue we were told to go to the help desk, the tickets were not sent. Not only did we miss the first act but had to purchase inferior tickets further away from the stage with a face value of $136.25 each. I paid $919.26 and was told I would have a credit coming. To date nothing! Order #[protected] richard saffin 154 windy sails ln sharps chapel tn 37866

I purchased tickets for the Beyoncé Renaissance concert order # [protected], to be held on July 29, 2023. Due to illness. I had to sell the tickets online through Stub Hub which is the same site that I purchased the tickets. When I initially spoke to a representative, regarding selling the tickets, I was told that once the tickets were sold, I would be able to get my buyers fees back into my account because they were going to charge the person that bought the tickets from me, buyers fees. I called to let them know the ticket sold and to return my buyers free fees of 322.48. The first call when I asked to speak to a supervisor because I felt like I wasn’t being helped. The young lady put me on hold and then never came back to the phone and hung up the phone on me. The second call I was able to speak to a supervisor that was very arrogant and basically was telling me well I’m sorry that whoever you spoke to told you that you can get your money back but, we don’t do that. I would like to get my 322.48 back for tickets that were sold because the person that purchase the tickets from me will also be charged a buyers fee and I do not wanna be out $322.48. Please refund

On May 2, 23 I ordered and paid over $1,000.00 for tickets to Aerosmith in October. I have the confirmation for Section Row and Seat numbers.

On July 13th, I received an email directing me to "accept" the WRONG tickets!

My confirmation is for Section 108

Row 28

Seats 1-2

They are trying to force me to accept middle of the row seats 13 and 14. I have attached both my confirmation and the email attempting to force me to accept the wrong tickets.

When I contacted Stub Hub about this Jorge, supposedly a supervisor lied to me, blew me off and said that because the tickets were "comparable" I had to accept them, I have no choice. Said they would not even contact the seller about misleading me and taking my money for better seats (aisle) and then attempting to force me to accept less valuable (middle of the row).

I purchased my tickets months in advance, Paid over $1000.00 for them and I expect the tickets I ordered. This was to be a VERY SPECIAL present for my husband. It is unacceptable that they could take advantage, lie to me, take my money, then blow me off

I purchased a ticket to the Veuve Clicquot Polo Classic (June 3, 2023) directly through Veuve Clicquot. When I realized that I couldn't go, I listed the ticket on StubHub (and only Stubhub, no other sites.) The ticket was quickly purchased and after waiting the required 5-8 days after the event, I was paid. Weeks later, the "buyer" tried to fraudulently claim an issue with the ticket. I immediately provided proof of purchase to StubHub. At no point did StubHub provide any proof of an issue with the ticket, however its representative, Jeremiah, continued to use language indicating a definitive problem, despite my repeated assurances that the ticket was real, valid and only sold using StubHub. After further research, I learned about a frequent and known scam perpetrated by some buyers who use StubHub, in which they claim a false issue with the purchased tickets in order to get a refund. StubHub demanded that I provide a scan report from the venue, even though the "venue" in this case is actually a state park. Jeremiah refused to respond to my request for the "buyer" to provide said report as proof that there was even an issue. It's clear that StubHub is helping to defraud sellers and offering no protections against this ongoing scam.

Here is another instance of a user on this platform experiencing the same thing:

https://www.complaintsboard.com/stubhub-do-not-sell-tickets-on-stubhub-it-is-fraud-website-c496293

I put up my Iron Maiden tickets for sale for their concert at Leeds First Direct Arena on 28th June. Due to sustaining an ankle injury, I advertised my tickets to sell on Stubub. As per their policy, there is an administrative fee of 25£ if a seller is unable to deliver the tickets to the buyer.

Due to uncertainty in whether the tickets would be bought, I gave it to my work colleague. Stubhub was informed immediately after. However, the tickets were given to the colleague right around the time of the buyer purchasing tickets on stubhub. Stubhub took a few days to look at my email to them and to let the buyer know that I can't provide the tickets.

They are now claiming that I need to pay 82£ in administrative fees. They claim that this is in their policy because they had to refund the buyer. However, nowhere in their policy does it state anything about this massive amount.