StubHub
Reviews and Complaints

I’m posting about the facts of my experience here as a warning to others, since I have tried to do the same on the StubHub community forum and the company removes my posts every time (why would they do that, I wonder?). I purchased front row tickets to Dead & Company at Saratoga Springs on June 18, 2023 about 9 months prior for $3,000 total (2 tickets, plus StubHub’s massive “service fees”). I also booked a hotel in Saratoga for the event since the venue is about a 4 hour drive from my home. On June 17 (24 hours before the show) when the tickets were scheduled to be transferred, they did not arrive. I spent probably 3 hours attempting to speak to customer service, being put on hold and getting dropped. I was told by customer service that they had spoken to the seller / owner of the tickets and that he would “resend” them (although I had not received an email in the first place). This was not true, and over the next day and multiple calls to customer service, StubHub finally admitted 5 hours before showtime that they did not have PIT tickets to give me (which I paid for 9 months prior). They offered me $30 lawn tickets as a replacement! I thought they were joking. Meanwhile, they listed many orchestra level tickets on their site that they would not offer as compensation. This would seem to contradict their claim that they “go above and beyond” to replace tickets. Basically, StubHub will take your money for tickets and give themselves a one-way option to sell them at a higher price later if they can, and will only tell you a few hours before your event that you don’t have the tickets you thought you had paid for, had planned around and were waiting for. Sure, they might give you a refund weeks later, but meanwhile you are missing the event you spent a lot of money to attend. You have no recourse. And their incentive is to do this over and over because they can’t lose. I hope this saves others the same agony, frustration and disappointment we experienced. These are not honest people. They exist to rip off fans of music. Stay far away. These are all true facts. My order number is [protected].

On Dec. 13th, 2022, I listed 4 Taylor Swift tickets on Stubhub. The tickets sold immediately and were subsequently transferred to the buyer on Dec. 14th.

Now, a full 3 1/2 month later, I get an email claiming my tickets have sold and a request to transfer them to an new party. I immediately called Stubhub and they are claiming I submitted two orders 5 minutes apart on Dec 13th at 5:32 and 5:37.

As you can see from my supporting email files, I was only sent ONE order confirmation, which I completed with all due diligence. Stubhub's response is I am responsible for submitting a second order.

This is not the case and I do not have four more tickets to satisfy an additional order.

I filed the "official" Litigation request, mailed it with a USPS Certified Mail reciept, waited the 30 days for a response, and NEVER received one. I have called Stubhub Customer Service many times requesting the Litigation Dept. to contact me. I have repeatedly asked for a telephone number to call LItigation but StubHub refuses to provide it.

If in fact, I did input a duplicate order, it would have been due to not receiving a proper confirmation when executing my request. Additionally, Stubhub should be sophisticated enough to ferrit out duplicate orders and delete them or substantiate with the seller.

I ordered two tickets on March 31, 2023 for Ringo Starr's All-Star band show, June 17, @ San Jose Civic Auditorium, When I attempempted to access the tickets on the day of the show, they did not show up. I called Stub Hub, and you attempted to get me new seats, but then when I got the information back, you told me no comparable tickets were available. This was a birthday gift for my son, and now I was to tell him were not able to go. He then bought a single ticket for that show from Stub Hub, I bought three tickets on another ticket seller website called VIVID. I bought three because I was sure we would get the ticket from Stub Hub, because the last time I bought a ticket there, I did not get it. I was able to get the three tickets for that show from VIVID, thus wee no longer needed the single ticket, but you would not refund us for at least give us credit for the unused ticket for the Ringo Starr All-Star Band concert. So we are now out 145 dollars for a ticket we did not use. This ticket buying frenzy could have been avoided if the tickets we originally had bought had appeared on my phone as I was supposed to occur. I spent 7 hours of my time for this mess. I need to be compensated at least for the tickets price of the unused ticket. Sincerely, John A Tuvo, [protected],

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

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.

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!

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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.

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.

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.

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.

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]

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.

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!

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.

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.

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.

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

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.

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.

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.