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We bought 6 AC/DC tickets from Stubhub in December 2024 and received a confirmation letter with assigned seats from them.
On April 24, 2025 we traveled by air to Las Vegas and we had not received our tickets by the afternoon of the show, which was April 26, 2025. Stubhub customer service told us it could be 6:59pm or a minute before the show at 7:00pm before the seller could release the tickets. After multiple calls with their customer service, it was obvious they were protecting the seller. We got a refund notice by Stubhub 30 MINS BEFORE THE SHOW that they were cancelling our tickets! We did not even have a chance to secure other tickets as the concert was sold out.
Their "FanProtect Guarantee" states that "We will go out of our way to find replacement tickets if there is an issue with your order." There were no replacement tickets nor attempts to replace them even though they had our money for 4 months.
We have since been reimbursed for our tickets, however we lost out on our bucket list concert, not to mention thousands of dollars in travel costs. This is inexcusable, avoidable and we requested fair resolution from them, but we are not holding our breath.
Why is Stubhub still in business? Go to Trustpilot.com or Reddit and you can see for yourselves that they regularly defraud ticket buyers and sellers. In hindsight, I wish I would've known their miserable track record. This is fraud and deceit and they need to be held accountable.
We wish we would have not used them, and we will tell everyone we know not to use them.
Recommendation: DO NOT buy or sell any tickets on Stubhub!
I am writing to convey our ongoing frustration regarding StubHub’s mishandling of our ticket purchase and resale for the AC/DC concert on April 26, 2025, at Allegiant Stadium in Las Vegas. What should have been a simple and exciting bucket list trip turned into a logistical failure and financial burden caused solely by StubHub’s own internal breakdown and unethical practices.
On December 6, 2024, my sister purchased six tickets (Order #[protected]) for $1,813.54 (including
a service fee of $499.06). These were mobile tickets for Section 408, Row 16, Seats 901- 906. After two attendees canceled, she resold two of those tickets via StubHub on April 23, 2025, to Anonymous Buyer for $442.80 (Order #[protected]). Although StubHub instructed her to
transfer the tickets to Anonymous Buyer, the original tickets were never delivered for that transfer to occur.
Detailed Combined Timeline of Events:
• April 23, 2025: StubHub’s system instructed us to transfer the two tickets, yet the tickets were not released to my sister.
• April 24, 2025: My brother in law and sister flew to Las Vegas. My husband and I arrived later that evening.
• April 25, 2025: All four of us spent the day sightseeing, unaware that we would not be attending the concert. We remained optimistic that the mobile tickets would arrive before showtime at 7:00pm.
• April 26, 2025 (day of the show):
o 4:01 PM: StubHub emailed us with a one-hour deadline to transfer the
tickets.
o 4:04 PM: Sister called StubHub and spoke with a representative named Ali. During the 38-minute call, Ali reassured her that the tickets could still be released up until 6:59 PM. Ali also cited StubHub’s FanProtect Guarantee and confirmed our compliance up to that point.
o During this call, StubHub refused to disclose who sold my sister the original tickets, citing their privacy policy. However, Stubhub had already shared the full name and email of her buyer, Anonymous Buyer—so this rationale seems inconsistent.
o 4:40 PM: Husband and I were informed about the issue with the non-delivery of the mobile tickets. We went to the stadium hoping tickets would still arrive. We met others experiencing similar issues with StubHub.
o 6:25 PM: We received an email stating that our order had been canceled and a refund of $1,813.54 would be issued. *** Stubhub did not offer to replace tickets, nor did we have a chance to replace on our own and this was a sold out concert! *** They had our money for 4 months.
- April 27-28, 2025 we all returned home very disappointed and frustrated with this outcome.
• April 29, 2025: Despite StubHub’s own failure to release the tickets, my sister was charged $499.06 for allegedly not delivering the tickets to Anonymous Buyer. My sister has confirmed that the $1,813.54 refund has been issued. However, the $499.06 charge is being disputed through CitiBank. The charge has been suspended during their investigation, but there is no guarantee she will not ultimately be held responsible for it.
Our expenses for this trip, unrelated to the refunded concert ticket cost, remain significant:
• Sister and brother in law: approx. $3,400.00 in travel expenses + $499.06 pending charge
• Husband and I: approx. $1,750.00 in travel expenses
• Total out-of-pocket expense: $5,649.06 (excluding the refunded tickets).
StubHub failed to deliver on its obligations and then penalized us for that failure. This is not just a technical error—it is a systemic problem that has real financial consequences. We expect the following:
1. Immediate and permanent reversal of the $499.06 charge.
2. Written acknowledgment from StubHub accepting responsibility for the ticket transfer failure.
3. Fair compensation for the trip-related expenses incurred by all four of us as a direct result of StubHub’s mishandling and fraudulent business practices.
