StubHub
Reviews and Complaints

I bought tickets from stubhub because I missed the early sale for a concert. The tickets were a special (and rare) gift purchase so I decided to splurge and settled on stubhub because of their posted policies against speculation. I went through the process and when I entered my visa info and pressed "complete order", although it did say I'd get tickets by the day before the concert, I expected (as with any purchase) that my visa wouldn't be charged until the seller confirmed there were tickets.
When I realized that this indeed wasn't the case, I carefully re-read their policies and then called stubhub and got a rep on the phone. I asked him to confirm that my tickets were in fact legit and purchasable explaining that getting them last minute was ok if I were to actually get them. That if he couldn't I'd be tempted to get them elsewhere (as they are available now at the venue) and giving someone the option of re-selling in less than 12 hours is not a service.
The agent on the phone, saying he understood, offered to call the seller to see if maybe he could get them earlier for me (to gift)...he put me on hold... When he returned, he said "the seller doesn't have them, he said they won't be released until the day before the concert". Was shocked and said, "what if I can't wait that long and want to know because this is a gift and I don't want to ruin the surprise?" He said; "well you can resell". I asked how that was helpful if I wouldn't even find out if I'd get them until less than 12 hours before the concert. I'd be stuck trying to sell tx last second AND I'd have no gift.
He suggested that I could resell at any time so I asked; "isn't selling or reselling something that doesn't yet exist, speculation?" I thought you had policies against speculation?
Again, I learned for a fact that the tickets to this concert had been available and were once again released as they added a second show - so the argument that the tickets weren't yet released is invalid unless that seller was speculating. The agent gave me the same canned response and quickly ended the call.
I called my Visa company and asked if there was a way to dispute the purchase, they assured me that Stubhub guarantees against speculation in their terms of service and that after the 20th, they would pursue it but I'd have to wait until after that date.
I decided to try another agent via messaging on their website so at the very least I could have a record of the conversation. they gave me the same canned response: We won't refund, the seller will send you tickets the night before the concert, you can resell them if you don't like this arrangement. (I have screen shots. of the whole interaction).
They admitted (although they tried to convince me) that they couldn't guarantee their sellers weren't speculators. All that agent told me was "he's not, he's one of our best sellers"...I asked her how I could possibly re-sell if she couldn't guarantee that those tickets were indeed valid or legitimately available - "If I don't get the tickets until a few hours before the concert, I have no time to resell...so that's clearly not a legitimate option and If I post a resell now, I'm speculating because I don't have the tickets and can't guarantee I can get them!" ...
This company cannot offer what they say they can. they are falsely advertising their ability to provide a legitimate product. In my particular case, I don't care about the refund as much as I care about the tickets. this isn't something for me, this is an experience for my child - one that she's never had and I wanted to give her as a very special and unusual gift. I rarely spend money on anything because I'm a single income parent. I wanted this to be special and now I actually don't trust that it will be. It might, but there is no way to know for sure. when I bought the tickets, I never imagined that someone would be selling something they couldn't guarantee they would actually have. I never imagined that a company would take people's money from them without first confirming that there was a product to sell... I get the brokering and trusting your sellers part but there MUST be a time limit on when the product is presented. You can't tell people "Oh, but you can resell them" if you barely give them 10 hours or less to do so.
I attached two screen shots; one is of something I found that showed a rep summarizing the policy and the other is the tail end to my online conversation with a rep - I screen shot much more as she "argued" with me during our interaction...even asking if I knew the seller -insinuating that's how I knew he was speculating - even though I told her I had spoken to another rep on the phone who put me on hold to call the seller and confirmed they didn't have any tickets yet).

three years ago, i was a victim of fraud linking my stubhub account with my paypal account. i was told back then that stubhub would scrub my account from the internet. i recently found out that it is still there. i again was told the account was scrubbed, but it is still there. now they are telling me it is impossible for them to scrub an account, even after fraud - they also refuse to give me the fraud office contact or the corporate contact. most sites offer a button to click to remove an account, but not stubhub - so beware, once created, they will NEVER delete it, only deactivate it, which anyone then can reactivate. insanity!

I tried to purchase tickets through Stubhub for Hamilton in Boston. I succeeded in only making several mistakes as a first time user. I wanted to purchase 6 tickets total for my family for husband's surprise birthday. Mistake one, I purchased two individual tickets, thinking that they were side by side only to find out after that the tickets were in different rows (piggy backed). Mistake two, I went back to purchase more tickets (as I needed six total) and the site had automatically brought me to the current day, not the date I had last purchased the tickets . I immediately then called customer support to try to fix all of my issues. Four tickets all mixed up and not what I wanted. I was told that the only way to correct this is to resell the tickets.
Two tickets were easy to relist (the ones in the separate rows), but the two tickets that are the most time sensitive (tickets for today's show) took over two hours on the phone with customer service as I could not list them for sale until they were transferred to me. These are two hours I can not spare if I am to have any shot at reselling. Further, since the tickets are mobile form only, I am not able to list them on other sites. Stub hub charge $50 per ticket on the sales side and $25 on the resell side. I have to date paid out $225 for buy side and fees for the sell side have been waived for which I am grateful.
That said, I feel very strongly that Stubhub should be refunding my buyer fee for the tickets that were purchased in error for today. Strictly speaking and in the disclaimers you are not required to, but in good faith it would be the right thing to do.
Elizabeth Reynolds
[protected]@verizon.net

I purchased tickets for a Thomas Rhett concert last December. The 2 tickets i purchased totaled $520 and were very good seats. Last week i received a call from a StubHub representative indicating the venue had changed and if i would be accepting of 2
replacement tickets. I was at work, was caught off guard and asked his "opinion" of new seats vs ones i had previously purchased. He said in his "opinion" he would take them even agreeing with me that they were better than former ones. Last eve i went to Stunhun app to download tix. They weren't listed so i sent email to rep asking why and that when i compared the seat numbers of where he had new tix was no comparison and double to cost. The rep indicated he works only with top sellers and top buyers and that i wasn't a top buyer. Would not offer a solution or entertain a conversation re: what i could do at this point other than calling the customer service line. I also informed him, i looked at the concert venue and that it had not changed like he previously stated and was the reason for me being notified re: change. His response- "oh, the seller told me the venue changed!" I followed up with customer service (was connected with a location in Jamaica) and was informed i would have to wait for a call back from a supervisor to get a resolution. What a nightmare!

I paid a premium for VIP tickets to the Dierks Bentley concert at the Tampa Mid Florida Ampitheater. When I got the tickets it said that they were show tickets only and we would not have access to any of the VIP areas (club/lounge).
At this point they are just really expensive seats that I could have paid half as much for. I contacted them on 9/11/18 and they basically just lied to me. They said they contacted the amphitheater and were told that certain VIP seats do not include the lounge. I contacted the amphitheater and they told me that when brokers buy these tickets in quantity they get them for less by removing the VIP areas and then sell them through third party providers like Stubhub.
I have been to this venue and bought VIP tickets several times and always had access. When I said I wanted my money back they told me no. When I raised the issue of their "fan guarantee" they told me the seller had provided me with the tickets and I was therefore out of luck. Their customer service could barely speak English and when I asked for a manager the 2 times I called them, I was told first they were not there and then secondly they were too busy.
I asked for a return call from a manager and none came.
If they do this to you, chargeback your tickets with credit card company. I will never use them again!

My wife ordered tickets to the UNM vs UIW football game and was having trouble updating the delivery address at the time of the transaction. After repeatedly updating the address, she was able to check out with our current address listed at the time of checkout. A week later the tickets showed up at our old address, 700 miles away. Multiple phone calls, inquiries, and online support from diverse representatives indicate that StubHub is only capable of making mistakes that they are able to detect. I, the lowly customer, am clearly ignorant and incompetent. StubHub is incapable of doing right by their customers and accepting the possibility of fault in its software or servers. They didn't even offer to refund their service charge, though it is clear their service was not up to par. All of this disrespect over $100. Some things are worth more than money; I will not accept an explanation from the customer service department that implies that I am a liar or an imbecile.

I purchased David Byrne at Red Rocks tickets in late June 2018. The transaction completed, my precise seats were displayed, an order number given and my card was charged. The concernt was set for August 28 so two months post purchase.

I check the tickets a couple of time during the 60 days and everything was good to go with the stubhub app saying tickets would be ready to transfer via Flash Seats by Aug 27.

I flew to Denver from North Carolina for the show the morning of the 27th. Tickets still look good and they will be ready for transfer. Morning of 28th I awake and attempt to transfer but they're still not ready so I call stubhub support. After 40 minutes a rep comes on and says "those tickets don't exist and the event is sold out so we're sorry but we can't help you." After talking through the situation with the rep and a supervisor there was nothing those two could do. I had to request a refund (wasn't going to be automatic) which is absurd.

Also, hey had known about this issue for some time yet no one bothered to email or call me to inform me of the issue.

It is incomprehensible that a business in 2018 thinks they can treat a consumer in this manner and it have no consequences. I was offered zero incentive to ever do business with stubhub again.

I deleted the app the evening of the 28th and immediately instructed 43 sales reps who work for me, and are heavy purchasers of tickets for clients, that no future stubhub purchases will be approved as a corporate expense. I also provided alternative services to stubhub which will be approved.

Life is too short to do business with companies which do not value commitments made to the customer after a purchase has completed.

Greg Grady

I recently attended Rogers cup in Toronto Canada for tennis. I sold some of the sessions as I had a weeklong ticket on stub hub. I had no problems except for one session for semi finals in which the buyer claimed the barcodes did not work. StubHub charged me the full price of the tickets as well as $162 service fee and I have spent literally hours on the phone trying to get scans another information from Rogers cup.It is far too easy for a buyer to simply get a ticket reprinted at venue, which issues a new barcode, and then re-claim money from the original ticket. DO NOT SELL ON STUBHUB! No protection for sellers and it's the onus of seller to disprove what buyer simply says.

Then when I received them. While I was at the Stadium, they were for the next day. I received two order numbers for this outing. Order number [protected]. After some time I received the email that tickets where available for app. However, after the problem I see that order number was for [protected]. Same order? I did not get what I ordered. I was leaving on plane the next day. So I had to RUSH and get some other tickets. Got them, at a cost to myself of 100.00 more. I sold the Sunday tickets but it did not recoup what I lost. I was at fault for not checking right when I got the email, and then seeing that this was changed for a day later. I would appreciate some understanding as to how this happened.

Good afternoon,

I purchased four tickets for the Beyoncé and Jay Z concert on July 28, 2018 at Fedex Field Stadium on StubHub. The tickets were purchased for section 104 Row 23 Seats 13-16 for $271.62 a piece. Once arrived at the seats for the concert, I was absolutely disappointed in disgusted that the seats were even sold. You couldn't even see the stage, all you got was a side view of the stage. Where the seats were located, you couldn't even see the screens to watch the concert. I will never again purchase tickets from StubHub. Completely disappointed and a complete waste of my money. I have been trying to find a way to contact StubHub to see about reimbursement of funds with no success. These tickets should have never been sold, and at the price sold was completely absurd.

(See photos and video attached)

I sold 1 ticket to the Chicago/Reo Speedwagon concert in Atlanta Ga for 7/14/2018 well under face value. Several days I was cleaning out my email and came across a email from Stub Hub saying they were charging me a 200.00 fee and taking my commission from my ticket sell for a invalid ticket. I called them right then. The so called investigation department makes you do all the work. They send you a list of things to try but the only one you really can do is provide the tracking number where you shipped the tickets, I looked one line and most venues will not give you a scan history that Stub Hub want. Stub Hub they would do a 3 way call but the venue said they would only speak to Stub Hub and Stub refused twice, I sent Stub Hub the copy of my Live Nation Account with all the information about the ticket location, when I bought it and everything that wasn't good enough, I even had them to write a email sating the same thing and they apologized for the problems it had caused, So far they have give me some money back but owe me about 119.00 still . As of right now I am got giving up until I get that money, The venue provides parking passes and it worked so why didn't the ticket? Another thing the venue did tell me that the when the ticket was scanned it wasn't invalid it just didn't scan, I wonder why they didn't try another scanner? So I say don't sell or buy on Stub Hub you can be ripped of.

I listed tickets on the site, I was unable to list them correctly- balcony seating was NOT an option. I contacted support immediately afterward, was told they would look into the issue. My tickets sold, I was unable to find how to correct the seating- never saw an option to do so. I then updated the status that I could offer "replacement" tickets, which were the correct listing. The buyer cancelled the sale, I was charged $92.00 for the cancellation.

Both live chat and a phone rep told me that there would be NO REFUND. How is this fair? How is this my fault? Why did the "HELP" section provide no actual help, like informing of what to do to correct the issue I contacted about?

I would like to be refunded for the charge that should never have happened to to re-list my actual tickets, correctly.

I bought the U2 ticket for months and today there was the concert in the Td garden today and I forgot the ticket, but the company did not help me anything and TD garden said they are not part of StubHub ... so be careful of buying tickets with StubHub, it does not help you and does not provide the bar code in your application... I lost money and time.. i took day off, I'm angry

I purchased two tickets for the cubs game on ******* and the game was cancelled. The game was rescheduled for the next day at noon, but due to work obligations could not make it. I think it's absolutely asinine that you would not refund my tickets or atleast give me a credit or exchange. If I would have purchased them directly through the cubs I would have been given a ticket exchange. This will definnitely deter from using your company again. I will make sure I encourage everyone else not to as well.

I purchased tickets through StubHub plenty of times before and never encountered the horrible experience I am now going through. I bought tickets 3 days in advance to the event, the money was taken out of my account and I received an email stating that my tickets have "shipped" and I was to wait for an email from the seller to transfer the mobile tickets to my flash seats account. I never received the transfer email or my tickets, so I called customer service. I started the call at 10 am. The representative said to call back in 2 hours. I called back in 3 hours. The next representative stated that everything was in order and to look in my account; my mistake was I instilled trust and I hung up before confirming; she told me that the tickets would be sent in 20 minutes. I waited about another hour to see if they would get transferred. Nothing happened so I called back for a 3rd time only to get the exact same run around. This time the representative ensured me that she was going to call me back in and hour to make sure it had gotten settled. At this point I had wasted my entire day trying to situate this and I had no progress. I waited the hour and she never called me back. After an hour and a half I had to call for a 4th time. This time was the SAME run around; and I requested a refund. Apparently this was sent through; but I am not confident. Through all of this, I missed out on my entire day by spending it on the phone and I missed the event I had planned to go to. I had my entire day ruined and not once did anyone in their customer service offer to make up for my troubles. I am highly disgusted and disappointed and I would never recommend anyone to buy from StubHub ever again in my life. This is the worst customer service, app, website, and service I have ever used.

Hello,

Reference to above given purchase no. I have purchased 2 tickets for coming world cup.
First: since since the day of payment confirmation, I havnt receive any information about dates, process and when I sohuld receive the original tickets.

Second: no one have asked for my details which is mandatory to transfer the tickets under my name up to date which means nothing is moving.

Third: since the day of payment confirmation, I am asking for ticket request id to enable me to create fan id which shall enables me to do booking for my trip which still no completed due to pending of information from you end.
Everytime I am contacting customer service thru chat on website, I am getting a different feedback and different promises such as within a few days or within a week or by first week of may or we are contacting the seller... Etc. But till now no update and only a feedback of please wait. Till now no one give a clear answer even I have explained so many time a bout how it is critcal for me to get those details so I can complete my reservations for the full trip inculding the reservations which requires fan id.

I need immediate support on that.
Thanks.
Karim elnokrashy

I sold a ticket via stubhub, and prior to get paid, I contacted the customer service and asked to get paid in the new account I had listed. They confirmed I would get paid in that account but guess what, no, they didnt change the order even thought I had selected the correct bank account in their website too... Now i got paid in an account I dont have access anymore, and when I contacted them again the lady just said, oh well, once the payment has started there is nothing we can do.

I went to purchase tickets this morning (4/132018) for the above-referenced concert. My order number is [protected]. The seating chart presented to me on the stubhub website showed that I was purchasing tickets in front of the venue stage - section 112 (see attached picture). However, the venue map shown on the stubhub website for the venue (which should be site specific since it states that it is the map for the venue in question) is not correct and is purposely misleading and deceiving (see attachment of the actual venue seating). After I purchased the tickets, I looked at the actual venue chart and see that the tickets that I purchased which were depicted to be in front of the stage on stubhub are actually all the way at the far corner of the venue stage. As I stated above, this is a deceiving practice by stubhub, especially since the venue name is included on the chart misleading the purchaser. I believe that I am entitled to and am requesting a refund of my purchase.

I've been an active seller and buyer for over 5 years. They have made thousands of dollars off my account and they treat their customers like crap.

I noticed a PayPal email for tickets to a Grateful Dead Reunion concert in another state. I phoned them and said I didn't make the purchase let alone like the Grateful Dead. I asked for someone to call and discuss but they simply sent an email stating the purchase was made from my iPhone. The funny part about that is my phone had been in my back pocket during that timeframe as I was bowling at a work sponsored event. The only way I could've bought these tickets would have been for my buttocks to enter my six digit iPhone pin, select the StubHub App, choose this concert, choose two tickets, and purchase. Seems like a stretch to me but their Trust & Safety Department said it came from my phone and would help me to re-sell the tickets. I even looked at the tickets offered and I somehow bought seats that happened to be some of the most expensive in that section. Several other tickets were lower rows and much cheaper.