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StubHub review: do not sell tickets on stubhub - it is fraud website 30

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8:30 pm EDT
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I am a full series subscriber to the US Open Tennis championship and sold several tickets on stubhub for the US Open Tennis championship. For one of the sessions - Session 26, I sold them through Last Minute Services(LMS) where in I shipped the paper tickets over to the LMS facility in NY along with several other sessions. I was able to successfully sell the tickets and provide timely response so the buyer got them etc etc.
After about a week, I got an email yesterday saying there was an error with my tickets and the credit card I provided on file is going to be charged the amount I received through sale as well as additional $ 310 without telling the reason behind the two charges. I call the customer service and was shocked to note that it was a fraud from either the buyer or Stubhub and the reason provide to me was there was a scan error with the tickets I provided at the venue. Stubhub tells me that the only way I could prove that I provided the right tickets is to get a scan report from US Open venue and provide to Stubhub. I call US Open ticket office and they let me know right away that the tickets I sold were never scanned at the venue.
That proved the fraud - I do not know how to comprehend this kind of fraud - either the buyer lost the tickets or stubhub never delivered the tickets to the buyer. I got defrauded with these two massive charges just because my creditcard was on file with them. US Open ticket office said their policy is not to provdie scan report though I called about 4 times and stubhub insists me to obtain something that no one ever provides. But US Open ticket office will provide scan results over the telephone when someone provides the barcode. Stubhub could have done this by calling the Venue with the barcode numbers on my tickets to find out if whatever buyer was saying was right or not. Instead the burden to prove is on the Seller- what a fraud scheme - great for making money.
Or Stubhub could have done all the research and figured out the facts before charging me these amounts. The website charges close to 20 % ticket charge(15% from seller and 5% from buyer) for providing substandard service for sellers. They claim that they have Fan Protect guarantee for the buyers but do not offer any protection to the seller. Also their customer service is very rude and the group at LMS is condescending. When asked why Stubhub did not do any research in this regard before charging my card, the response was that they do not have any responsibility and when asked about hefty fee to seller(15%) - they do not provide any service other than website to sell - No customer service for 15 % fee which in some cases amounts to hundreds of dollars.

200 Dollars in fee but no customer service - Total rip off.

Oct 05, 2011 7:15 am EDT
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Hello Bhotla,

My name is Selena and I am part of StubHub's Executive Customer Care Team. We certainly apologize for any inconvenience you've experienced with this sale. We definitely care about our sellers, our FanProtect Guarantee covers sellers as well. If we haven't resolved this matter with you yet please email your order information to yourfeedbackmatters@stubhub.com. We look forward to speaking with you!

Thank you,

Selena
StubHub ECC
1866 STUBHUB
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

30 comments
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zoej1122
Pittsburgh, US
Mar 03, 2012 4:56 am EST

Hi Bholta,

I sold several concert tickets on Stubhub.com and had a horrible experience like you. Stubhub DO NOT provide seller protection. We SHOULD all stand up against stubhub and ask our rights back.

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zoej1122
Pittsburgh, US
Mar 03, 2012 4:59 am EST

Hi Bholta,

I sold several concert tickets on Stubhub and had a horrible experience like you do. Stubhub canceled my orders for no reasons after I shipped the tickets and charged for the replacement tickets for over hundred dollars. Stubhub DO NOT provide seller protection at all. We should stand up against Stubhub to protect our legal rights.

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Ang Rosenthal
US
Oct 29, 2018 5:16 pm EDT
Replying to comment of zoej1122

Yes same thing happened to me. I think stubhub pockets the money at our expense. I want a class action lawsuit against this company. I will be contacting class action attorneys to try to get one started. This company needs to be accountable

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L Train
Royal Palm Beach, US
Jun 02, 2012 7:32 am EDT

Bholta/Zoe, if you guys are ready to start a class action lawsuit, me and my co-worker would like to join. My issue was, the guy called two days after the event, saying the seats were not up to his par, well if they were up to par why didn't you call on the day of the event?

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dashee2018
US
Oct 04, 2018 8:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of L Train

I also had a horrible experience selling with StubHub for my client’s tickets. They don’t have seller protection. I think, everyone who sold tickets in StubHub were told their tickets are invalid and charged exorbitantly. It’s a scam! I’ll join any class action against StubHub, just let me know..

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ItGabe
Orlando, US
Jul 25, 2012 2:28 pm EDT

This has happened to me twice already. I have lost over $600 through Stubhub. I would definetely be interested in some kind of lawwuit.

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snappnekk
egg harbor twp, US
Aug 29, 2012 10:15 am EDT

I have had this happen several times to me over the past 2 years losing hundreds of dollars. The most discouraging part is that stubhub tell yuo to prove that your tickets were good, you have to get this scan report for which there is no way to obtain Many venues are only open on days of shows and that can be weeks in between shows. I agree 15% commission should include the service to sellers to obtain these scan reports before charging them huge penalties and fees. I am interested in a class action suite as well. Count me in...

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grammar police1
US
Dec 11, 2012 5:23 pm EST

First and foremost, if you cannot spell or you are unable to complete a logical sentence; you may not want to post on these sites or maybe you should use MS Word for auto corrections. When people come to these sites for information or complaints, those of you who are verbally or grammatically illiterate may not want to post as this detracts from the reader obtaining logical information. Heck, they have spell check at the bottom of this box. READ YOUR SENTENCES BEFORE POSTING PEOPLE!

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NikAndrews
San Diego, US
Aug 11, 2013 10:53 pm EDT

This just happened to me for Outside Lands Music Festival and they say I need a scan report etc. There's no one anyone else had access to those tickets but whoever bought them and myself. I was 500 miles away from the event when it happened and the customer complaint is that they couldn't get in because someone already scanned the tickets which is a lie. And funny how it happened the last day of the event as it was coming to an end. There's no way I shouldn't get my money back, because that would be fraud. I'll let you know what happens, but after reading this I'm very wary I might have to take legal action.

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Fuc-K-Stub-Hub
San Francisco, US
Mar 26, 2014 5:02 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I can't tell you how many times they have ###ed me now. Same BS line about a scan report. Venues don't provide scan reports. They know that yet the repeatedly ask for one. I'm starting to believe that every 10 sales they claim tickets were invalid just boost profit. This is an aweful company.

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mike got screwed
Attleboro, US
May 09, 2014 10:35 pm EDT

They just got me AGAIN as well. Sold tickets to a Vegas Britney Spears show. buyer claimed invalid. i had actually come into the tickets from a stranger and mostly expected that they were truly invalid - it happens. but due to my experience and also certain circumstances, i was curious enough to check. i called the venue and pretended i was the fan denied entry and needed a scan report to get a refund from a ticket company that sold me tickets... made up that whole story. they did check into it and confirmed, to my surprise, that the tickets WERE VALID. they had scanned one time, successfully. i had called expecting confirmation that my second hand tickets were invalid. instead i found that the buyer was making a fraudulent claim. of course the venue refused to provide any documentation "for legal reasons". odd of me to ask anyway after my story of being denied entry didn't pan out lol... stubhub meanwhile canceled my sale, and charged $200 for the inconvenience i caused the buyer! and of course i am out my cost as well. a $701 swing, from $301 profit to $400 loss. thank you once more stubhub! nice way to treat a multi-year member of the "large-seller" club. fyi most sellers consider this a normal cost of dong business, and really it is. every business is defrauded regularly via credit card chargebacks. stubhub shields sellers from chargebacks, so i guess they consider their extreme buyer-protection policy to be an acceptable way of allowing sellers to contribute to fraud losses. to be honest that may be a valid point, but it sucks for occasional sellers. and its just wrong. the buyer protection policy makes no fair sense and they know it. but sellers will stay with stubhub regardless, where buyers would leave if the burden of proving invalids were on them. that is the reason for the policy being as it is. they accept that people will defraud them and sellers. they expect it is minimal and surely the cost to them surely is minimal! they pass on the penalty to the seller. in my case, as a large seller, they know i'll stay, as there is nothing even close to being adequate for selling outside of stubhub. ticketnetwork etc are wholly inadequate for most brokers. vivid is an up and coming maniac. ebay is crap. stubhub rules the roost and they do what they want. in may ways they are helpful and forgiving, but truly the buyer protection fraud situation is maddening and completely unfair.

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dubaigirl23
AE
Aug 28, 2014 5:37 am EDT

I am dealing with a very serious problem with stub hub. I had four tickets to Beyonce/ Jay Z concert and my sisters decided not to go. I listed 2 of them on stubhub and they sold immediately because I listed them low and just wanted to get what I paid for them. I tried to set up a paypal account but had a problem because I live out of the country and paypal does not like international credit cards. I phoned stubhub and asked them to send me a check to my permanent address in Canada. They are now refusing although I can prove payment, address, validity of tickets etc. How can stubhub just keep my money (230 dollars)? Why I am being discriminated against because I live in a different country?

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annwell
Jackson, US
Jun 29, 2015 1:46 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Is this thread still active? Has anyone started a class action? I bought four tickets to the Rolling Stones and could only use two. Ticketmaster suggested Stubhub. I uploaded them and they sold. While I was at the concert I got an email stating that my sale was cancelled. What a downer at the concert. Well Stubhub says the buyer was "refused". I find this impossible. Someohow the buyer has resold them and then took advantage of the Fan Guarantee thus getting my tickets for free. Additionally Stubhub charged me $701 to replace the tickets for the "buyer" What a scam! I am out the tickets, the cost of the tickets and an additional $701 that I have nothing to do with.
How On earth do I get out of this expensive mess?

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RLondon
US
Dec 06, 2018 7:35 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of annwell

Looking into it-
https://www.classaction.org/learn/how-to-start

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Lauren18
US
Jan 30, 2017 9:56 am EST

Have you ever woken up in a panic over something?

Have you walked around with an icky feeling all day?

I have -- and it's because of my interactions and dealings with StubHub.

In early January, I made a mistake trying to sell tickets on the StubHub site. In good faith, I followed the prompts and listed my tickets. They were sold, and within the same day the order was canceled. I received a bill for $611 and told I misrepresented the mezzanine area. When posting, I was not given this option, so surely I thought this was a mistake any reputable company would honor and assist with. When I spoke with a customer representative they told me I was charged $611 to cover the cost of another customer's tickets.

An appeal was placed. Again reps at StubHub said the charges would go through -- this was the policy. But I was confused because apparently this was a computer issue, no fault of my own. They refused and refused. They deemed the discussion over and $611 was charged to my AMEX. I received no explanation of the charges, and of course no authorization.

So my mistake of posting tickets turned into a huge nightmare, one that would disturb me for weeks.

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Ballgame
US
Nov 08, 2017 2:33 pm EST

I had the same issue. I have sold hundreds of tickets on Stubhub but recently had a buyer state my tickets were refused at the venue. I know my tickets are valid but they still charged me $589. I will be seeking an attorney and will never use Stubhub again.

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Michael Aidan
Benicia, US
Aug 22, 2018 9:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I came here by chance, looking for the name of a human at the corporate office to whom I can lodge my complaint. It was initially resolved in the chat area but then my credit card was charged. Two telephone conversations didn't get justice so I'm prepared to go to small claims court.
Its pretty simple: I considered selling a Night Sweats ticket last week but stopped the process when I saw I'd either have to be paid by PayPal (biggest hacker scam ever) or give access to my checking account (which I never do). I never completed the process (don't even have a Stubhub account) and certainly never authorized a sale. I was stunned when I got a notice saying it had been sold.

I immediately contacted them (in the chat area) to correct the error and thought it was fixed until a $37 charge showed on my credit card. My last conversation with "Katy"'s supervisor ended when she said she'd resend the notice telling me I'd posted a ticket; of course that never happened as there was no e-mail to resend!

Does anyone have a name of a CFO to whom I can lodge the complaint before going to court?

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dashee2018
US
Oct 04, 2018 8:34 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sukhinder Singh Cassidy is the new CEO of StubHub

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ClassActMG
US
Mar 25, 2019 3:12 am EDT

You will need to file for Arbitration first. Email me at ClassActStubClub at gmail if you have any questions.

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somad12
US
Oct 13, 2018 8:17 am EDT

Sold two tickets, mailed them out, received payment, went to show, two people sitting next to us in the seats we sold. A week later got an e-mail from StubHub saying the tickets were invalid. We did what they asked and got a venue report which stated two tickets were scanned and two were turned a way for multiple tickets. StubHub accused us of selling multiple tickets. When we said it was the buyer they replied "Well that's just speculation". The customer service agent was so rude. We researched the buyer and turns out they own a ticket resale company. He said if we go after the buyer they'll press charges. Has anyone had any success in going after the buyer who does this scam?

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RLondon
US
Dec 06, 2018 7:29 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of somad12

I also think my buyer was a ticket broker and is trying to recoup $ from unsold tickets.

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mageemclp
US
Oct 26, 2018 12:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Same exact thing just happened to me! They claim the buyer was refused at venue and charging me $2000 .. I am besides myself. HELP!

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Ang Rosenthal
US
Oct 29, 2018 5:43 pm EDT

Let's find attorneys to do class action lawsuit. Seriously. I filled iut 4 forms today with different attorneys looking into this. I will continue filling out forms until I find one to take it. I also filed with the BBB against them. They need to be held liable.

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RLondon
US
Dec 05, 2018 4:02 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

This too has happened to me. Starting to feel like I was scammed by StubHub :/

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JohnPaul22
US
Mar 23, 2019 4:54 am EDT

Please let me know if this gets any traction, I have also had the same issue and this needs stopped. Completely unethical company

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ClassActMG
US
Mar 25, 2019 2:58 am EDT

I am working on this and will post details soon. Please check back for updates or contact classactstubclub at gmail.

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ClassActMG
US
Mar 25, 2019 3:10 am EDT

Please contact me at ClassActStubClub at Gmail. I am currently working on a solution and will be posting shortly.

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Akf75
US
Jun 10, 2019 9:58 pm EDT

My boyfriend had this happen over the weekend. He sold 4 tickets because we couldn’t go and the buyer complained that one was used! Stub Hub needs to protect sellers. When he called and asked why they do not check the scans he was told less than one percent slip through the cracks. If it’s that low they should be helping the sellers from getting scammed. He is getting charged a good amount of money. I am starting up a class action suit and glad to see others willing to participate. Twitter is about to explode with this.

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Screwedoverperson
US
Jul 12, 2019 11:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I recently sold some Shawn Mendes tickets and got completely screwed over by Stubhub. I bought the tickets through Ticketmaster (I have done so for many years without issue) and resold the tickets on StubHub. The day of the concert comes and I receive an email saying someone bought (hurray!). They literally just purchased the tickets and StubHub is saying that they needed to have been delivered yesterday (red flag number 1) anyway I upload the tickets and the next day I get told that they were "invalid". They are trying to charge me 925$. I don't have that kind of cash just laying around and for someone who works just above minimum wage that means I can't afford my rent or food. Why do they not have buyers provide proof they "couldn't get in". Now I have to wait for my venue to open up again so I can get the scan report. This is insane.

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RLLR02
US
Oct 21, 2019 3:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I am a Top Seller on Stubhub. As a professional ticket broker, I have a long standing relationship with Stubhub and am committed to providing valid tickets for customers. I am not satisfied with how Stubhub handled a recent customer dispute that I cooperated with in full and provided ample evidence in my favor. I received an invalid ticket inquiry for a single ticket and investigated the issue. Here are the facts.

1) I purchased four tickets on the same order from the primary (Ticketmaster) marketplace - I provided a purchase order receipt.
2) All four tickets were sold on Stubhub. There was no complaints about the other three tickets being invalid so the purchase order as a whole was still valid. I contacted the primary marketplace and they confirmed my tickets were never cancelled by the primary marketplace without notice. In effect, proving that my order was valid, since Ticketmaster doesn't cancel portions of orders.
3) I sell all inventory on a Stubhub owned point of sale system and my tickets are automatically uploaded into my POS. Stubhub has direct access to my inventory/account and was able to see the tickets did not double sell on another marketplace.
4) We provided a chat with a Ticketmaster rep where they state our tickets are still in our account and weren't cancelled.
5) A scan report which became a hotly contested issue - see below.

The above, without a scan report alone should be enough to call the buyer's claim into question, or at least cast enough of a doubt as to what actually transpired with the ticket to the point where Stubhub could infer that I did in fact provide valid tickets. The problem with scan reports are that they can only prove seller innocence in a perfect situation, which is where the ticket sold shows one scan and one entry. Unfortunately in these cases buyers can resell the ticket and there could be multiple attempts with said ticket, so it's nearly impossible to prove that the buyer did NOT have an issue (proving a negative is a logical fallacy), only that the seller PROVIDED valid tickets. It really should be on the buyer to attain a scan report at the venue on the night of the event if they have an issue getting in, as that's the best way to prove that the buyer actually had an issue at the event and isn't just trying to recoup their cost.

After we provided evidence, things got crazy.

First, Stubhub tried to reject the scan report as insufficient evidence. They requested a different type of scan report. The scan report we provided shows two searches, one for the bar code, and one for the section, row, seat number. The scan report showed our bar code with 'no matches found', and then our seat number corresponding to a different bar code. We contacted our Ticketmaster rep asking if there was a different type of report he could provide, he wrote that the report provided was scanned from the venue itself and that it is a valid report. I cc'ed my Ticketmaster rep into the email with Stubhub, so that Stubhub could ask any questions and in order to show complete transparency. The Ticketmaster rep explained that our bar code, 'was never introduced to the venue the night of the event', that's why it says 'no matches found'. This is the smoking gun, as it shows intent to defraud Stubhub by the buyer. How can the buyer claim my ticket was invalid if they never tried to use it? The buyer likely sold the ticket (or transferred it) and the person who gained entry used the new ticket, while the old bar code was never utilized. We stated this, the rep said that it's not possible for the ticket to be transferred, and we refuted this as the buyer could use Trade Desk to transfer the ticket (input the old bar code, it spits out a new bar code and recodes the ticket). This was ignored.

Without asking our rep any further questions, Stubhub then ruled against us and charged us a fine on top of the price of the ticket. After rejecting the scan report we provided, they actually chose to USE the scan report as evidence AGAINST us and ignored Ticketmaster's statements about our bar code never being introduced to the venue the night of the event, and also ignore all other evidence we provided.

When we tried to speak to the rep further, he deflected all our questions and actually told us that he was certain the report did not mean our ticket was never scanned at the event - EVEN THOUGH OUR TICKETMASTER REP STATED THIS IN THE EMAIL CHAIN HE WAS ON. When we asked how it's possible that he could know more about what a Ticketmaster scan report means than Ticketmaster, he couldn't answer the question. Though we protested, he also refused to allow us to speak to anyone else and even refused to look up the new bar code in Stubhub's system to see if perhaps our original ticket had been resold on Stubhub.

The 'investigation' they conducted was prejudicial and unethical in nature. Stubhub did NO investigating on their own and would not look at any of our other evidence, ONLY the scan report they previously rejected, and ONLY to suit their own narrative, ignoring Ticketmaster statements about what the scan report means. After we reported this to our Ticketmaster rep, he told us that they are seeing Stubhub doing this to a lot of sellers, which is very concerning.

Having sold on Stubhub for over six years, I'm flabbergasted at this treatment and hope someone will see this and do their part to correct this issue. I am really not sure what else we possibly could have done, we provided much MORE evidence than the average seller is able to along with accompanying statements.

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