StubHub
Reviews and Complaints

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.

called stubhub surpport 5/3/23 he sent email back to me saying i had know order . After he said he was going help get my tickets he waisted my time... Date order tickets Mar.30th 2023 time 2:02pm , order number [protected] , access code : 5Q2FBN didnt work :( no tickets on email or cell app my info. Ron Breault 31 Pleasent St. Winchendon,Mass. 01475 , email [protected]@yahoo.com , cell number [protected]

I do not know what is going on but Stubhub is not a reliable source any longer for buying or purchasing tickets. I have had numerous problems over the last year.

Example # 1 . Selling seats to Clev Browns vs Philly . Stubhub tells me that they can not upload the bar codes. I had to call four times and numerous hours on the phone with some poor woman in Costa Rica , we finally got the problem solved. Meanwhile each time I called I was told that they would escalate this matter to whomever and I would hear ack within 48 hours. Never got any type of communication from anyone without me initiating the call/

Example # 2 I sold some Clev Browns vs Pittsburgh. The confirmation told me what I would receive . When the payment comes it's$ 40 less then the confirm said. Once again numerous phone calls telling me that they will escalate and I will hear back from them . Nope never did. Finally, after hours on the phone with everyone and anyone I finally received what was promised.

Example # 3 I bought tickets on Feb 13 for a baseball game. The listing said tickets in hand. We are now two months out from my order , the game is next week. I was never told I had to download the MLB app. No biggie,but there are no tickets there, and I was told by MLB that stubhub would receive a e mail with the link to the tickets. No one at stubhub ever mentioned that would need the app and that I would receive an e mail . Once gain escalating to whom. Again no contact from stubhub. Now I'm told that there is a problem with bar codes. Really ! I can not get answer as to when I might receive my tickets. I requested replacement tickets as their guarantee assures me I will get my tickets in time . [censored] . Numerous calls and I still don't have answer.

I requested to cancel the order and I would go but them somewhere else. I was told that I can not cancel my order and if I wanted a refund it would have to wait until the game is played and then at least 60 days.

The sum of it all is that stubhub is incompetent , they lie , and you cant reach anyone with authority. From now on I will buy and sell my tickets on another platform . Get your [censored] together stub hub

On 4/2/23 I Purchased a ticket to a Broadway show, Bad Cinderella. The show was at 2 PM. My email delivery of the ticket did not arrive until 1:53 PM. That does not provide adequate time to print (and seriously they don’t have mobile delivery?) the ticket and be in your seat by the 2pm start time. When I expressed this to Stub Hub they basically said there wasn’t anything they could do. A person I was with ordered from Broadway.com and received ticket within minutes (lower price too) will not use or recommend StubHub to anyone.

Purchased 2 tickets to see our favorite comedian a month prior to the event. We paid over $800 for the two tickets. We had to plan our work schedules around this event, get a baby sitter, spouse purchased a new outfit, and hotel room at the venue. Only to be notified the day before the event that the seller was having difficulty getting our exact seats…. They offered to give a seats in a whole new section multiple rows back and give us a $100. Completely insane. If you don’t have the tickets.. Don’t sell them. I’ll stick to tickpicks for all my feature ticket purchases.

I posted tickets for SF Giants @ New York Yankees on 3/30/31. Sale order# [protected]. The tickets were there for several days. Then in the early morning of 3/30/31, the tickets disappeared from my listing or in the section to purchase them, I called and was told there was a barcode issue. I gave the barcodes I entered and was told by a representative Mary they were correct and she would call back in 15 minutes. Guess what...no call back. Of course. Additionally, Mary said I should have received an email stating there was a barcode issue which never came. The posting never came back up and I lost selling the tickets. Terrible service. I have Legal Shield attorney service which I am pursuing now to recover my money. I will also do my damnest to obtain the email for the CEO of Stubhub Eric Baker.

I bought 2 Foo Fighters tickets for May 24, 2023 at the Bank of New Hampshire Pavilion because the event was sold out on Ticketmaster. I found out a few days later that this was posted on the venue's website:

"Please be aware that this May 24 Foo Fighters show is completely sold out.

Please do not attempt to buy tickets from any other source. Digital ticket transfers have been disabled for this event. No other source will be able to fulfill your order.

There will be a face-value exchange portal available in the coming weeks. Please be patient and stay tuned for more information."

I have spoken to 5 different representatives about this. The last representative, Nathalie, confirmed I would be fully refunded the $538.45. That was on March 20, 2023, which is 2 weeks now. I was told the refund would be completed within 5-8 business days.

These tickets are not valid and I will not be able to obtain them as digital transfers have been disabled for this event. I just want my money back please. This will allow the seller to sell the tickets to someone else on the venue's face-value exchange portal.

This is from Nathalie at Stub Hub on 3/20/23. I was on the phone with her and sent the screen shot from the venue because she wasn't aware of the venue disabling the digital transfers.

"Dear Ann,

We are contacting you regarding your order [protected] for Foo Fighters on 24 May 2023.

Please send your document(s) to our Customer Experience team using the link below. Don't forget to upload the files!

Launch the online form

Thanks for using StubHub!

Please do not reply to this message. Replies to this message will not be read or responded to. For help, contact us.

Kind regards,

Nathalie"

On 12/29/22 I purchased 2 tickets from Stub Hub for the 2/26/23 Neil Sedaka Concert @ the Saban Theater in Los Angeles. Stub Hub neither contacted me, nor refunded my account when the concert was cancelled on 1/17/23. In fact, I still have not rec'd a refund. I have filed a complaint with Apple Card / Goldman Sachs (Complaint #:D-6686614). I have been advised by Goldman Sachs that it can take to the end of April before I can expect a resolution.

This is an open and shut case. I paid for the tickets in January. It is public record that the concert was cancelled. Both Goldman Sachs and Stub Hub are aware of this. A refund should have been automatically issued by Stub Hub as soon as the concert was cancelled. Not doing so in unfair and unethical. .Stub Hub should pay me interest on the monies improperly withheld at the same rate I would have to pay the credit card company.

I would also like Stub Hub to be issued a CEASE AND DESIST order for these unethical practices and be directed that they need to refund customers within a reasonable time when there are cancellations.

Respectfully,

Ernie Meth

I will NEVER use this service to sell tickets (or buy them) again. What an absolute nightmare. I had tickets (2) for an event and posted them. I expected them to sell quickly since i had listed them below what other people were asking. After a week or no response, i checked the app and i had no active listings. I re-created the listing and only saw it for a day then it also disappeared - nothing was showing for a listing. I created a third one then i received an email that my tickets had been sold. I attempted to transfer the tickets to the buyer but they refused them. Then i received another notice that my tickets had sold so i transferred my tickets to that buyer successfully. Then, i received a third email that my tickets had old but the tickets were already delivered to the buyer and there was no way to let anyone know. I replied to the email but it's a 'no reply' email. So, the third 'sale' was unfulfilled. Now, it comes time to get paid but stub hub is now CHARGING me for the unfulfilled order which negates the sale that DID complete. I've tried calling multiple times but each time it wa a different answer (my paypal wasn't set up or it wasn't enough time for the payment to process). This last time i was told because the sale didn't complete, i'm being penalized...I asked multiple times to find a way to resolve this.

On 13/03/23 I was emailed by stub hub to state I would get a full refund for tickets I never received. They stated it would take 5-8 business days. We are now 21 days later and I still not received my refund. I telephoned stub hub customer services on two occasions (26/03/23 and 28/03/23) to enquire about my refund and was told it is still being processed by their finance team and could take up until 01/06/23. I explained that I want to formally complain and asked for a copy of their complaints procedure but the staff member did not know anything about it. I also asked for the finance team to contact me with confirmation that my refund had gone through and a timeframe of when I would receive this - nobody has contacted me.

I have since sent an email to formally complain and not heard anything back.

On Feb 2, 2023 I bought 4 tickets from StubHub to Taylor Swift concert in Nashville TN on May 7, 2023. Tickets for my wife, our two daughters and myself. I bought 4 tickets with unrestricted view totaling over $2,800.00. When the tickets were sent to me that same day they were obstructed view.

I immediately contacted StubHub, that same day, and advised them of what happened. They acknowledged their mistake and told me to return the tickets. I did so and StubHub accepted the return of the tickets that same day. The person I dealt with on that day was Nieke. StubHub (Nieke) told me they would replace the tickets with equal or upgrade tickets, unobstructed view, no additional cost, and I would receive my tickets within 24-48 hours.

Feb 7, 2023: I called StubHub and spoke to Channelle. She checked the status, confirmed the accepted return of the tickets and confirmed what Nieke had told me regarding getting new tickets. She said because the concert was not until May it could take longer than the 24-48hrs promised to get my tickets. She assured me that the process was in place and I would see my tickets in no more than a week.

Feb 14, 2023: Again spoke to StubHub and I was again assured my tickets were coming within 24-48hrs.

March 6, 2023: I called StubHub and spoke to Jaheim. I advised Jaheim that I had purchased non-refundable airline tickets to go from Chicago to Nashville for the concert and also made hotel reservations in Nashville for the concert. He adamantly assured me that I would be getting my tickets, he said he sent over my info to his sourcing team to advise again of the need for replacement tickets and that I would have my tickets within 3-4 days.

March 27, 2023: Spoke to Josh. He transferred me to Special Events Department. I spoke to Evelyn. Evelyn now stated all I could get was a refund. I told her that a refund was unacceptable. Remaining tickets are extremely expensive and a refund does me no good. I again reiterated this situation was caused by StubHub, that StubHub needs to do what they advised and promised, that I have purchased non-refundable airline tickets and made hotel reservations based on what StubHub said they would do and that I wanted her to get me replacement tickets now while we were on the phone. Evelyn said she could not do that.

I asked Evelyn to get a manager on the line for me. After a 20 minute wait a man named Gabriel got on the phone. He said he was a manager. Gabriel said he would send me a link and in that link, if any tickets came available, I could get them there. I told him that was unacceptable and that I was promised the same thing on each of my 5 prior phone calls.

I asked Gabriel to get me tickets while I was on the phone with him. There are plenty of equal value/upgrade tickets available on StubHub's site. Gabriel refused to get me tickets, refused to provide me with any escalation path above him, and refused to help me any further. The link Gabriel provided does not have any equal or upgrade tickets available. In fact, it does not have any tickets or options available for me on the link.

Please help me resolve this. Please live up to your policy/promise StubHub. I need 4 equal value or upgraded tickets, unobstructed view, to the May 7, 2023 Taylor Swift concert in Nashville, TN as promised.

Thank you.

We were travelling to Japan and bought stub hub tickets to Harry Styles (at twice the price)! We sent stub hub multiple emails and they confirmed on multiple occasions that they would send the tickets to our hotel in Tokyo. After we flew into Haian received notification that the tickets were on their way to our home adress. We contacted stub hub only to be told there ya nothing they can do and we should contact fedex to redivwry the tickets. FedEx will NOT redivwry unless instructed by the seller to do so. Our tickets arrived in Australia too late to be refitted to Tokyo. Stub hub is a complete sham. We continually got the run around fro see different customer service officer (some of which wre clearly bots) with very conflicting information. Stub hub are a complete sham! They target young people on the concerts circuit with little experience at n dealing with rip offs! There is absolutely no customer service. We ended up going through live nation and paid for extra tickets at half the price of stub hub. It’s rip off plus no guarantee or customer service capabilities. I will do my very best to bring this company down for the absolute sham that they are! Watch this space! Before 2025 this company will be bankrupt unless there is a major overhaul to the way they operate or manage their systems. They are a complete let down to both seller and buyer.

On Saturday March 12, 2023, my fiancé surprised me with a dinner and concert to the Pitbull show at Hard Rock casino in Atlantic City, NJ for my birthday. As we go to check into the concert and let them scan the tickets, an error screen kept appearing. I took the phone to the box office to see if they would be able to help me.

The box office told us that the tickets unfortunately (who we received from a seller by the name of 'Cookie') had re-sold the tickets and our seats were no longer available.

This put our weekend trip into an immediate inconvenience. We are seeking a full refund for this event.

Please e-mail my fiance, Zach Michael at Zmichael. [protected]@gmail.com and CC myself Lauren. [protected]@gmail.com

Thank you.

This was my first time purchasing a parking pass. I purchased a pass to the WEST LOT from StubHub for $69. There were other passes available for the same lot for approximately half as much. However, the write-up for this pass advertised "ROW 1" so I thought I was purchasing a better parking space, closer to the John Paul Jones Arena, better for leaving the lot, etc. As it turns out, there is no ROW 1 in the WEST LOT. The rows are alphabetical and it is open parking, first-come-first-serve. I feel that this was deceptive. I could have purchased one of the less expensive passes available. To add insult to injury, StubHub slapped $34 of add-on fees to the purchase. I had no clue that the fees were that high as they were not shown - or not shown clearly - on the web page. The first I realized the amount of the fees was in the final stages of the Credit Card payment. Again, if this information had been available upfront, I might have chosen one of the less costly offerings for what would have been the exact same parking pass. Aside from that, the parking pass did work and the arena seats we purchased thru StubHub were good.

Tickets for sale are listed with row only and no seat assignments until you buy them and then only when they are sent do you see seat assignments. I bought tickets that were on a nice row but I received tickets and saw seat assignments; they were limited sight seats where you can see maybe a little more than half of stage. Never would’ve purchased them if I had known the seat assignments before purchasing. Will not purchase from there again unless they list row AND seat.

I accidentally purchased tickets for the wrong day for an event from SeatGeek (much better website, by the way). There is still time before the event, so I decide to list the tickets on StubHub as well for the best profit possible.

I list the tickets and they sell, StubHub claims I’ll get a payment of $99 shortly. They give me the email of the buyer, and I use SeatGeek transfer to send the tickets to the buyer.

The buyer accepts the transfer, and after the event, I get a message from SeatGeek saying the buyer has reported that the tickets were not delivered.

So, I lost tickets for the event and got no money in return.

It gets worse: the next day, I get another email from SeatGeek saying “Your sale has incurred a charge.”

“

A charge has been applied on the following order. The charge has been applied to your credit or debit card in your StubHub account. If the charge doesn't go through, we'll place a credit memo on your account and the amount will be withdrawn from future payments.”

There isn’t a single way for me to contact support and report buyer fraud. There is nothing in any of the emails that connect me with support, because this type of thing clearly happens often and support doesn’t want to deal with it.

A $99 charge is placed on my card. So, the original sale that was supposed to earn me $99 instead make me LOSE $99. Unless you want to lose the ticket you list while ALSO paying the price you list, DO NOT SELL ANYTHING ON STUBHUB!

I am owed $403.20. My tickets were automatically uploaded and listed for instant electronic delivery through MyMets Tickets Season ticket holder account. The tickets were for Washington Nationals at New York Mets on Tuesday 10/4/2022 at 1910; Section 119, Row 7, Seats 1, 2. I received an email confirming the sale for my payout of $403.20 on 9/30/2022. I also got an email from StubHub confirming the sale and that the tickets were delivered on 9/30/2022 at 0750. This process has been seamless on many other games throughout the whole season, including games days before this game and a game a day after.

However the day of the event, I received an email from StubHub saying that my order was refunded to the buyer and that I will incur a giant fee with no explanation. I call StubHub and I was told that the tickets never were delivered, therefore the buyer was refunded, and they will do me a favor and waive the giant fee, up to the amount of the order, I should have been responsible for. This is a bogus claim because I already received confirmation days before this that my tickets were instantly delivered like they always are.

I explained this to the customer service representative, and that this is not an issue on the Mets end, as my tickets are gone from my account and coded as “sold on StubHub”, and that this must be StubHub’s fault and that I now have no way to get my money back for the tickets. All the representative told me was that he was doing me a favor by not charging me the fee and that he could not see why the tickets were allowed to be refunded or where the tickets went. I asked to be contacted by a supervisor and he said they would pass this along to a supervisor and it may take a few months to process my request. He also told me that although he does not know where my tickets went, that my tickets would be instantly returned to me so I would be able to resell them. This never happened, as my tickets in my season ticket holder account still showed “sold on StubHub”. I also was never contacted back by anybody, especially a supervisor, and this was almost 4 months ago. I am not sure what my options are besides arbitration, but I feel severely ripped off and taken advantage of and the customer service is absolutely no help. It takes hours to speak to anyone who can help and they really do not listen properly in order to understand your situation and after all that, they tell you there is nothing they can do to help and make false promises that a supervisor will contact me back. I also have no choice but to use StubHub for my resale needs.

First of all. I have little to no experience selling tickets on stubhub. I went to sell my NCAA national championship tickets on the app. I could no longer attend the event and bought the tickets through Ticket Master.

Listed my tickets on the stubhub app. Never received any confirmation that they were posted. Even went as far as checking their website to see them not posted. So after awhile and checking the app they were listed no where to be found. I decided to try listing them again. Listed them on the 27th of December 2022. Received a confirmation email and then on the same day received the sale confirmation. I was not clear on how to transfer the tickets and what the guarantee was so I called customer service the same day to walk me through it. Received confirmation emails that the tickets were transferred correctly. Called again on the 28th to find out when I would be paid for the tickets. I was told 5-8 days after the event. So I waited. 5-8 days after the event no payment on the tickets. I called again to make sure everything was good then had to set preferences of payment and tax number and so on.

Fast forward to now we are 14 days after the event and no payment. Called customer service and the rep did not understand why I haven't been paid. They escalated it to payment processing. I received no resolution. Called the next day. Then was told I would not be receiving any money because I did not deliver the tickets from my first post (that I didn't know was out there). I got frustrated and called back two days later. First rep offered me 20% of my sale value and then I asked to speak to a supervisor. I then spoke to a supervisor and he stated nothing could be done and the 20% was no longer valid. I asked to escalate the issue or dispute and I was told that there is nothing to dispute its my problem. I got irritated at the response and they hung up on me.

On Saturday October 8, 2022 I sold a pair of tickets to Six The Musical. The amount I am owed is $358.20. After a week past the event, I received an email that I needed to provide a tax ID number. I called customer service to inform them that I did not sell $600 or more in 2022 and that regulation did not apply to me. I further explained that I did not feel comfortable posting my SS# on- line. I was told that they would escalate my case to payment processing to get the issue resolved. Henceforth, it is now over 3.5 months later with more than eight phone calls to customer service, and I had been told several times that the payment is being processed and will be in my account within two weeks, which has never happened. Additionally, I have had conversations with customer service managers after the IRS ruled that they had delayed the $600 threshold for reporting 1099-K forms. Furthermore, it states on StubHub's website that "Beginning January 1, 2022, the IRS has updated its 1099-K regulations to require all businesses that process payments to file a 1099-K for all sellers with More than $600 in gross sales in a calendar year." Not only is StubHub's payment processing not abiding by the IRS regulations, but they are also disregarding their own policy that was posted before I sold the tickets. They are arbitrarily changing their requirements after the transaction and will not send the money owed.

I purchased tickets 11/15/22 order #[protected] for Taylor Swift at Soldier field 6/3/23. Tickets are for “LOWER LEVEL”. Cost $1604.45

Spoke to BOTH Soldier Field AND STUBHUB and found out the map used to purchase tickets was incorrect. There is NO LOWER LEVEL. The map showed the sections on the field ALL as lower level, but they actually have a letter assigned to them. I called and asked exactly where my tickets were located as “lower level” doesn’t exist - and they said they would escalate it to the executive level and provide me with my tickets. They haven’t done anything. I have repeatedly called and requested a refund due to their mistake and lack of response. They are refusing to do anything EXCEPT ask me to wait until THE DAY BEFORE THE CONCERT TO FIND OUT IF/WHERE I HAVE TICKETS. They have since corrected their map! I want a refund due to their error and fraud