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1.8 353 Reviews

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 reviews & complaints 353

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12:49 am EDT
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StubHub Cubs tickets

Paid over $1,000 to take my family to a Cubs game. Tickets on Stubhub said view was unobstructed and the photo of our section on Stubhub's website showed a clear view of the field. Got to Wrigley and couldn't see home plate since a huge post was in the way. Contacted Stubhub and was told too bad. Will never use Stubhub again.
Order # [protected]
Saturday, June 17, 2023 | 13:20 (Event time subject to change)
Baltimore Orioles at Chicago Cubs
Wrigley Field
7 Ticket(s) $808.01
Section: 225
Row: 20
Seat(s): 1,2,3,4,5,6,7 -
Payment Info
Subtotal $808.01
Tax $0.00
Total fees* $227.03
Vat $0.00
Discount - $0.00
Order Total $1,035.04
*Includes all applicable service, delivery and transactional fees

Desired outcome: Partial refund

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12:26 pm EDT
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StubHub Selling tickets

I sold concert tickets but posted the wrong date. I caught the error and contacted Stub Hub 2 weeks before the concert (plenty of time to fix the situation) customer service refused to help with the situation and charged me the sale of the tickets over 1200. I am out. The buyer canceled the sale, bought new tickets I’m sure and charged me 1200. When there was plenty of time to rectify the situation for all party’s. I get policies, but they should be reasonable with the time frame that was given

Desired outcome: I would at least like the price of my tickets back. My out of the pocket expense. Stub Hub still makes $$$$

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9:33 pm EDT

StubHub Matt Rife tickets

Shopped for tickets for Matt Rife and was unfamiliar with who to buy from etc. I found tickets on Stub Hub for 247.00 each in Ft Worth on 11/15/23. As I went thru my purchase there was no mention that the tickets were from a 3rd party seller. Hit purchase and the total came to 745.53 with service fees etc. Once purchase was complete the confirmation email referenced a 3rd party seller. I was told the seller would provide the tickets on 11/15/23! No mention during purchase that I wouldn’t get tickets until day of show! That’s the day of the show and that show is 5 hrs from me. Who would drive 5 hrs expecting tickets they have not rec’d? I instantly called stub hub to complain. I was told there was nothing they could do since it was a 3rd party seller. They did tell me that I could resell the tickets. How could I resell tickets that I don’t have! Perhaps this seller is doing that also…selling tickets they don’t have. I’ve emailed Stub Hub 3 times to complain and demand tickets or a refund and no response from last attempt. I paid thru PayPal and also filed a complaint thru them. I was told by PayPal to contact Stub Hub and work with them. And now the charge has been charged to my bank (in June) and I have no tickets for that charge. This is fraudulent activity and I can’t believe it keeps on with no recourse. I know people scam others but how is it that Stub Hub is still able to openly do this? Knowing there are no tickets being provided and charging accts without providing the product.

Desired outcome: Refund of my full ticket price or the 2 tickets I purchased in hand promptly since my acct has already been charged.

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9:48 pm EDT
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StubHub StubHub is predatory and steals your money

Be careful when selling tickets on there due to this clause https://www.stubhub.com/legal?section=sp under 3.3 "dropped sale"

"If you dropped your sale, we will charge your payment method an amount equal to the greater of (i) 100% of the price of the ticket(s)"

It means if your tickets are sold, and you cannot deliver them, you will have to pay for it as the seller!

--

So I listed 4 Coachella tickets on StubHub, and they all sold. But I had already sold 2 locally, so I only had 2 to ship to StubHub.

I cancelled 2 tickets from the sale thinking they will just be void (buyer gets refunded, and seller [me] doesn't send.

The 2 tickets I sold I didn't get paid so I called StubHub. Turns out they are charging me for the 2 cancelled tickets, and is using my earnings to pay for it!

This literally makes no sense, since StubHub doesn't lose anything from a cancelled sale. They are basically stealing the earnings from my sold tickets.

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6:51 pm EDT

StubHub Payment for sale of ticket

On May 4th, I sold my tickets to the Bottlerock festival in Napa Valley which took place May 26th-29th. After fees, I was supposed to be paid $3,000.60. I called on June 7th, because I still had not been paid (even though I had been paid for the parking tickets I also sold on Stubhub.). I was told that I would be paid within 24 hours. I did not receive payment, so I called again today. After holding for a long time, and exhausting conversations with an associate, as well as a supervisor, I was told that the payment was being processed, and that I would receive payment in 5-8 business days. I already waited OVER the 5-8 business days to be paid, and I believe that Stubhub should compensate me for late payment. I had an incident a few years ago, where I had an issue with a sale I made. I wanted to replace the tickets that I had accidently sold twice, but they wouldn't let me, and instead charged me an exuberant amount to replace the tickets for my buyer. After complaining, they did refund a small amount back, but the replacement cost was still a very large increase from the ticket price I sold them at. I believe that now that they have not paid me in the timeframe they indacted I would be paid, they now owe me some kind of compensations. I was counting on that money to pay bills. With interest rates being as high as they are, they are making a decent amount of money, not only through the buyer/seller fees, but by holding on to the money for so long. I do a lot of transactions on Stubhub, as I sell alll my SD Padres tickets on their sight, despite their losing their exclusivity with the MLB they had last year. You would think they would want to accommodate a customer who does a tremendous amount of business with them, but I got no more than an apology for a payment that could be several weeks late.

Desired outcome: Some kind of compensation for late payment to continue to feel Stubhub deserves my business, and will do the right thing when they make a mistake.

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4:35 am EDT

StubHub I would like a full refund

In Las Vegas on our way to Michael Jackson “The One” with two children we attempted to access our tickets and they had not been transferred to us. There were 4 tickets totaling $1944.74 Canadian. (Amazing seats) *Order number [protected]

We called stub hub and explained that we didn’t have tickets but it said on their app to go to will call. The caller said yes, go to “will call.” We then proceeded to will call/box office and the staff looked up our seats and said “oh, there’s the problem, you purchased from stub hub.”

I asked if our seats were still available and they said no they weren’t. Please note we were there before the show started.

As our plans for the night were ruined and the kids were devastated we waited until the next day to try to get a refund. I spoke to a friendly customer service representative that did listen to my full story. As I continued to ask questions I noticed the answers appeared scripted and they had no plan to refund us any money or to give us a credit. They kept saying “you should have dealt with the problem before the show” (we attempted to)

I asked for a Manager. I was put on hold for over an hour. Finally a Manager was put on the line.

Once again the person had zero knowledge of the company policy’s or why we had no tickets in our “inbox”. The conversation was once again just scripted answers.

My wife emailed stub hub the following day with a professional written email that was only factual and her entire stub hub account has now been blocked.

Due to the line of work I’m in I have an app I use to record conversations so I have full taped conversations of this entire experience, screenshots of everything that took place on their app the day of, and phone numbers of the staff I dealt with at the box office.

This honestly is not about the money but the moral of the situation. I don’t want to see anyone else ripped off by stub hub. Luckily my family is a “law heavy” family with some really great ideas of how to stop stub hub from taking peoples money.

If you are interested in joining a class action suit against stub hub for monies lost please reach out and contact me by August 7th and we will add you to the file.

We have also given our stories to several journalists who will try to get our story and others in the local paper and we will continue to warn people on as many internet sites as possible. This will include a full social media campaign.

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8:14 pm EDT
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StubHub Stubhub website ticket sales

I bought tickets on stubhub for Matt Rife the comedian. The tickets were for a show on September 23rd 2023 at the Denver improv. I paid a total of $450 for 2 tickets. Turns out the show at the Denver improv NEVER EXISTED! Matt Rife is actually doing show on September 23rd 2023 in Washington DC. I called customer service and Gave them my order number. They looked it up and it showed Denver colorado the Denver improv for September 23rd 2023. They made me send them screen shots of my order and a like to the Denver improv site. The venue site had no record of him being there but stubhub had it on their site with tickets still available. Stubhub said they were going to check it out and get back to me. I received an email an hour later saying Don't worry were working on it and you don't need to do anything further. They changed the scheduled show to say I. Washington DC not Denver. I live in Colorado that's why I bought the tickets. I can not go all the way to Washington DC for that show. They still charged me. I called customer service again and got put on hold for 20minutes but being told they're working on it. Finally the guy says my team is working on it and we'll email you. Never received an email. I've sent emails. I even sent an email to the ceo and no response. This isn't right. I never ever would of bought tickets for Washington DC because I like 250 miles from Denver colorado which is where the website said the show was. This is horrible.

Desired outcome: Refund

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6:56 pm EDT
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StubHub selling my ticket

I placed a ticket for sale for Les Claypool june 2nd in Detroit and I got an email saying thank you for delivering your tickets you will get paid in 5 to 8 days. I never got paid and was charged the price of the ticket. I called and they said I did it wrong and there is nothing they can do and hung up on me. I dont think its fair to charge me after you guys made it seem like the everything was complete. The order number is [protected]

Desired outcome: I would like a refund for the $34.20 I was charged.

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10:11 pm EDT
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StubHub Tickets sold

On Friday, April 28, 2023 I sold 2 tickets to Denver Nuggets at Los Angeles Lakers: Western Conference Finals (Home Game 1, Series Game 3), Order #[protected]. My tickets were listed for $1,380 each. When they sold I received an emails stating I earned $1,764 from this sale which is clearly wrong. I called into their customer support line and opened a case # [protected] . Multiple reps including mangers have confirmed for me that my tickets were listed for $1,380 each, and the amount I should receive in fact $2,484 and the issue will be resolved. I ensured every rep and manager who confirmed this form me put a note on the ticket as well as had a rep send a confirmation email (attached) stating I would be made whole before I transferred the tickets to the buyer. We are now over 1.5 months since I reported the issue, Ive called in over 15 times now and I am still waiting for my money! The event has passed, and stub hub issued me the wrong payment amount of $1,764 already yet I am still owed over $550!

Every time I call in I am reassured the issue was escalated and would be resolved yet here I am still waiting and now forced ti take legal action. Additionally, stubhub has refused to allow me to speak to someone in the US when requested and only once have I been able to speak to a manager who also put notes on my ticket stating the correct amount per ticket should be $1,380 and I would be paid the additional funds I am owed.

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3:17 pm EDT
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StubHub Tickets I bought

I bought 2 tickets to see Blood Sweat and Tears at HoChunk Casino. I thought they were seats and found out they are standing tickets only. I just had heart surgery and can not stand for a concert. I contacted Stub Hub twice to fox this problem and they said I had to sell the tickets back. First of all I don’t want to sell tickets or I would start my own company. I do not have the energy to fight like this! If you can sell them you should be able to give my money back without me having to do all this crazy selling ticket. I also found out if. they don’t sell I loss all this money! I am so disappointed with the service I received. Not only do I have to try to sell my tickets I had to stay on the phone for over 2 hours on hold for most of it. I was also told I could not speak to a manager. I don’t understand how this company can take your money but in a mistake not give it back! This is a terrible way to run a company!

Desired outcome: Refund my money$197.58

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11:52 am EDT
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StubHub Baseball tickets

Stubhub did not provide the tickets I purchased. When I learned this at the stadium, I was offered only one option for alternative tickets. These tickets were much worse than what I paid for, but I accepted them becuase I was alreday at the venue with my child and out-of-town guests and had no other choice if I didn't want to ruin our plans for the day. Because I accepted the substitute tickets they are refusing any refund. Instead of seats with backs, in the shade, and with a good view, we were given bleacher seats with no backs, in the sun, and no view.

Desired outcome: Refund of amount paid.

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10:02 pm EDT
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StubHub Ripoff

I bought a ticket and there was an issue downloading it so the venue would not let me use it. It took over 30 minutes to get to customer service. Stub hub would not give me a refund even though the ticket was not used. The customer service was not helpful and barely spoke English. Not only do they over charge, they are the worst in every aspect. Never use stub hub! There are much better ticket sites with no fees, easier cancellation and download steps.

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12:22 pm EDT

StubHub Deceptive practices

In November 2022 I ordered two tickets through StubHub. I received an email confirming the order and that they had received my payment. The email included the section and row for my seats, but not the specific seat number. I was told that I would receive an email two days before the show telling me how to download my tickets. When that email did not arrive, I called Cust. Svc. the following day (the day before the show) and was told that the seller had "asked for 8 more hours" and that I would receive an email the following day (the day of the show). The next day - the day of the show - I received an email saying "the seller was not able to provide the tickets you originally purchased." I was offered the option of replacement tickets or a full refund. The face value of the replacement tickets was 40% of the face value of the tickets I originally purchased, and were in the rear section of the third balcony, vs. my original tickets being midway in the orchestra section. Because the replacement tickets were significantly less valuable, I opted for a refund. This is fraud, as I was told in November that I had secured tickets, and I was required to make payment in full, which I did, in exchange for the tickets. And because I wasn't told until the morning of the show, there was no opportunity to replace the tickets with equivalent tickets at the same price.

Desired outcome: Interest paid to me for the 6 months the seller fraudulently held my money under the promise of having tickets, when in fact, the seller either never bought the tickets or sold them later to someone else.

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10:32 pm EDT

StubHub Tickets bought from StubHub

Bought family tickets for a concert in Tampa through StubHub. We booked airline tickets to get a family of 6 there and hotel rooms. We chose non refundable rates. The stubHub tickets cost me $1900 alone. Never got the tickets. After spending several hour long sessions on the phone with customer service, be prepared to wait hours for them to pick up, I was told that they would send me a link to a site where I could choose new tickets. I very reluctantly hung up because I did not really believe StubHub customer service that it would work. The email came through and as expected the link did not work. Even if they refund my tickets, no refund for hotel or flights. This outfit has to be a fraud, that's why there are so many one staf reviews
Run from stub hub

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3:48 pm EDT
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StubHub Not paid for sold tickets

I listed, sold and transferred 6 concert tickets on stubhub on November 18, 2022. Their system glitch caused the listings to duplicate. I cancelled the duplicates on November 18, and sold and transferred the 6 tickets that day with three listings in pairs of 2 each. Stubhub emailed me on November 24 that they were charging me $4951.40 for the cancelled duplicate listings. I called several times and was told each time that someone would get back to me within 72 hours. They never got back to me. They charged me another $1000.00 on March 23rd, 2023 for two more listings that I never had any record of. My tickets were used at the event on May 5, 2023.. I called them on May 15th to find out the amount and status of my payment. I was told to expect payment of $4314.60 on May 18th. I called them again on May 19th and was told I had incurred more charges from the cancelled duplicates than my 6 tickets had generated in sales, and was owed no payment. They escalated my call to a supervisor who told me he opened a ticket for their tech department and they will get in touch. They basically stole my tickets from me and are keeping all profits.

Desired outcome: I would like to be paid for my ticket sales. I spent a lot for them and waited 6 months to be paid.

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4:42 pm EDT
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StubHub Payment not received

StubHub has not paid me for the tickets i sold thru their site. Order number [protected]. I sold the tickets for Coachella first week and its been a month ow and have not received my payment. Every time i call them they say "oh we need to escalate this and it will take another 72 hours for review". Its the 10th time i call them looking to get my money. Neither Randy or Shaila has been able to resolve this matter. I think they like to get away with it by giving longs to their customers until they force them to not call anymore. Nothing gets resolved thru StubHub what a shame.

Desired outcome: I would like my complete refund.

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4:04 pm EDT
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StubHub Foo Fighters concert nh 05/24

I purchased 2 pit tickets to the Foo Fighters in NH on 05/24. Tickets were purchased 04/21 for $531.27 total. Since I’ve purchased I have found out that the venue will NOT be accepting any tickets sold from secondary sites including “VividSeats and StubHub”. Only tickets transferred through Ticketmaster for no more than face value will be accepted. I have also personally called the music venue - Bank of New Hampshire Pavilion - which also confirms this. This ticket policy is on multiple news articles as well as the Pavilion website.

Examples:

https://celebrityaccess.com/2023/03/10/bank-of-new-hampshire-pavilion-says-third-party-foo-fighters-tickets-are-invalid-including-stubhub-vivid-seats/
https://www.krem.com/amp/article/entertainment/events/foo-fighters-ticket-sales-third-party-halted/293-3c9413b9-34a6-4282-8e27-183c02cd41af

I’ve tried to call StubHub 5 times now. I either get told a separate team is investigating and will get back to me (they never get back to me) - or I’ve been told to wait on the line for a “brief” hold (don’t come back after 20 minutes) - or they promise the tickets are valid.
This show is approx. 400 miles from my house. Hotels, potentially flights, etc are involved in this planning and I can’t get any information or any type of help from the company I purchased these tickets from for hundreds of dollars. This is by far the most infuriating customer service experience I’ve had in the recent past.

Desired outcome: A full refund processed.

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9:11 am EDT
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StubHub Tickets for 5/12/23 Taylor Swift Concert

Hi,

Purchased tickets for the 5/12/23 Taylor Swift concert. Day of concert. I have been reaching out asking to verify my tickets bc felt like I was getting ripped off. Since 3/24/23 I have faithfully called & no resolve. Now they don’t have comparable tickets bc they won’t give me tix that cost more than what I paid. I wont stop until every1 knows

Desired outcome: Floor Tickets to tonight show 5/12/23. I will continue to complain to whoever will listen to me about stubhub bc this was not necessary and could have been prevented if one of the 8 customer service reps would have taken me seriously.

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3:34 pm EDT
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StubHub I purchased 3 tickets to the same show, all were invalid tickets and was sold the same ticket from the same user twice.

First ticket purchased April 28th to see Skinny Puppy at Crystal Ballroom in Portland, Oregon. Order#[protected]

Ticket was made available May6th.Concert took place May 8th. My ticket was scanned around 8:40pm, showing it was invalid and someone had already scanned this ticket at 8:19pm. I was denied entry to venue. I purchased a second ticket to the show, order#[protected]. I never received the access code for the ticket, never had access to the ticket. I purchased a third ticket for the show. Order#[protected]

This ticket was also scanned and was invalid. This ticket was the exact same ticket I had originally purchased on April 28th. The exact same ticket, which had already been scanned at 8:19 the night of the show, was allowed to be reposted for sale on Stub Hub despite having been already redeemed. The same ticket, same original purchaser (Curtis Morgan)

I am out a total of $154.87 for three tickets to the same event, two of which were the same ticket resold to me and countless others despite already being used by someone else.

Desired outcome: Full refund of moneys I spent including service fees. Permanent banning of the user responsible (Otherwise your platform not only allows for fraud but encourages and protects it. I am motivated to escalate legal action, expeditiously.

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3:10 pm EDT
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StubHub MLB season ticket holder seller experience

Stubhub has a new feature on their site where MLB season ticket holders to input their ticket info and list as many of their tickets as they like, with or without uploading barcodes. Unfortunately they did not disclose that they take tickets off the site 48 hours before the event if barcodes are not uploaded. This caused my tickets to be arbitrarily taken off the site for the Dodgers at Padres game on 5/6/23, and prevented me from selling tickets to a sold-out game. There was also no notification or record of my tickets being deactivated, which means I was not able to do anything about the tickets being deactivated. There is still no record of those tickets being deactivated on my account, although the Stubhub representatives were able to see that they were indeed listed and delisted. Stubhub supervisor told me she would pass along my feedback/experience but they do not offer compensation for tickets not sold. She was not able to direct me to any written info from Stubhub related to season tickets being delisted 48 hours beforehand and was not able to offer anyone else to talk to so this is why I'm reaching out to Complaints Board for help. You can see that there is no mention of delisting tickets 48 hours before an event in the terms and conditions: https://www.stubhub.com/secure/help/termsandconditions

I have also attached screenshots of the process you go through to upload info for season tickets and you can see there is no mention of needing to or being able to upload barcodes or that tickets would be delisted 48 hours before an event.

Desired outcome: A payment for the face value of the tickets minimum, a payment for the listing value of the tickets ideally.

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StubHub In-depth Review

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

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

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

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

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

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

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

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

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

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

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StubHub contacts

Phone numbers

1866 788 2482 1800 770 534 More phone numbers

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www.stubhub.com

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