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StubHub complaint statistics

  • 11 complaints filed

  • 1 Resolution reviews

  • Resolution rating 5.0 / 5

  • Customers willing to do business again 100%

StubHub Resolution Reviews

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StubHub Latest Complaints

Breach of Promise/Contract and Damages

March 27, 2023, 3:15 p.m. by John

On Feb 2, 2023 I bought 4 tickets 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. 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 and refused to provide me with any escalation path above him. I need 4 equal value or upgraded tickets, unobstructed view, to tickets the May 7, 2023 Taylor Swift concert in Nashville, TN. Thank you for your help. John Magro Senior Sales Director General Counsel POSRG 224-688-0315

Dishonest Customer Service Representative.

Feb. 10, 2023, 2:50 p.m. by Jocelyn

Purchased tickets on 2/6 for an event on 2/9 because of injury sustained on 2/7 was unable to attend. Called customer service 2/8 at 7:28am spoke to representative Ashanti and asked would I be able to get a refund. She stated yes under certain circumstances , and mine usually doesn’t but she would speak to her supervisor. Was placed on hold she returns and states her supervisor would allow the refund “Because I called “ but I would have to list the tickets first . I stated I don’t want to sell them I just would like a refund . I ask if they don’t sell will I still receive my refund and she says “Yes 100% “ . I placed her on speaker phone while she walked my son through the listing process . After listing them I again ask would I receive my refund if they don’t sell she says again “Yes 100%”those are her exact words. She then states if they don’t sell call in the morning it will all be on the computer and to tell them her name (Ashanti) if there is a problem. Next morning 2/9 7:54am called and spoke to representative Shanell and told her what Ashanti had instructed me say and gave her, her name . She ( Shanell) says they don’t give refunds but she will see what’s going on . She says there’s nothing in the notes regarding a refund ! I asked to speak to a supervisor and she says there looking into it . I then asked are your phone calls recorded, yes they are so I asked them to pull the tapes. I gave them the exact time and duration. And requested a transcript of the call . No call yet . My problem is I was told I would receive a full refund multiple times and apparently was lied to . What ever the policy she did not follow it . And by her lying I was not able to at least mitigate some of my loss by lowering the price to be competitive with the other listings or anything because I was told I would be refunded regardless of sell or not . By believing and following Ashanti’ instructions made it impossible to do anything with the tickets hours before the event . So for their employee not either following policy or lying I should not bare the burden and they should honor what was told to me multiple times “100%” refund . If they pull the tape on 2/8 at 7:28am pst regarding Ashanti’ calls they will here everything I have stated. Thank you for your attention to this matter .

Missed nearly half of event due to tickets never being delivered

Feb. 2, 2023, 3:45 p.m. by Brandon

On January 31st, I purchased one ticket to the Denver Nuggets vs. New Orleans Pelicans basketball game at Ball Arena in Denver, using my StubHub account. I immediately received my order confirmation (order #511522896) via email. The game was scheduled to begin at 8PM MST. At 7:20 MST, I was still at home (30m away from the arena) waiting for the delivery of my tickets, which never arrived. I began to call StubHub's customer service line. My first two calls were disconnected after beginning to speak with an agent, and I was never called back. My third call did connect with an agent, who tried many different ways to figure out where my tickets were. She tried to email them again (never received), we tried to find them in other places, we tried to change my account email which the site wouldn't let us do. Finally - well after 8PM MST - we were able to find a place within the StubHub website with a hidden link to my ticket barcode. I immediately thanked her for her help and headed to the arena. I missed almost the first half of the game entirely due to StubHub and an error in not ever delivering my tickets. (Confirming - even when we found a way to access, this was a workaround and the tickets were never delivered) This is 100% StubHub's error - I received emails before (order confirmation) and after (related to account profile), but never received my tickets. I request and am entitled to compensation for nearly half of the event that I missed due to StubHub's fault!

Ruined surprise vacation by Stubhub

Jan. 10, 2023, 4:35 p.m. by Sean

ticket#509223328 email address I purchased 2 tickets to eagles vs cowboys with a club package to 1 hour early entry to a lounge in the stadium where there’s a party with a live dj free alcohol and food plus you stay a hour after the game to party with the dj when we arrived we were allowed in the stadium but we were not allowed access to our VIP package this was very disappointing and embarrassing to be turned away we called customer service and we were hung up on called back and at first they offered a 25% reimbursement I refused they got a supervisor on the line and then they offered 30% I refused aswell I then explained to them that all the tickets in that location was half the cost of what I paid we paid double to receive a package that we did not receive and website states we would be reimbursed 100% not to mention plane tickets and hotel stay and food and drinks purchased at the event that was supposed to be paid for already double for the supervisor then offered me a 50% reimbursement to cover the cost of the package I agreed that was fair she told me 7-10 business days I would see the reimbursement apply to my account I waited patiently and reimbursement was never received I then call customer to find out another supervisor named Tori canceled my payment back to my account I asked to speak to her and she told the rep she would call me back in 2 hours! That never happened I called again the next day and was promised a call back and never received it I have yet to speak to a supervisor/manager or anyone in charge everything Stubhub has told me have been lies I’ve been hung up on I’ve been told I’ll receive call backs that I have never received and was told I would get a 50% reimbursement THAT I NEVER RECEIVED!!

Consider this your warning! Beware of the scam that is Stubhub

Oct. 28, 2022, 10:12 p.m. by Danielle

Having never sold tickets before I found myself with an extra set of tickets for a show I couldn't see. After deciding I would sell I landed on StubHub to do so. This was my first time on the website and immediately I was encountering problems with my listings. the problem was that I was creating a listing, but it wasn't showing up, so I tried again, still no dice. I called them to inquire/fix the issue. The first call made was a pretty quick exchange and pleasant - he walked me through some troubleshooting and encouraged to check back on the site for the listing and if I still didn't see it to list it again. Finally a listing was made. Since the concert I was selling the tickets for was about a year out I wasn't anticipating selling these tickets soon so I would revisit the site here and there just to make sure my listing was good and no sales were made. Finally come May 2022 I sell my tickets! I was thrilled bc I made my money back! - or so I thought - I transferred the tickets to the buyer in May of 2022 and noticed I wasn't going to be paid until after the concert took place in late October 2022; that detail wasn't ideal, but I dealt with it. I checked my profile to ensure the tickets were transferred, sent an email to the buyer to confirm he received the tickets, and check my profile to see that the order was completed --- now comes the absolute nightmare that followed; 2 days before the show - the one I sold the tickets for - an email comes in from StubHub stating that my 'order had been cancelled'. I was confused and wasn't sure what I was reading so I went back to look at the email I sent my buyer, sent another email to him to ensure he received the tickets and that there were no issues and he got back to me right away stating he was all good, tickets in hand! I called Stubhub right away to inquire about this bc I was very concerned, I gave the the order#, told them that the tickets were transferred, I see it on my profile, and I am looking at a completed order. The person on the other end mentioned that the order# is question was not the order# I mentioned. I said, 'I don't have another order, I only listed one set of tickets and sold them. what other order?!' The person on the other end of the phone proceeded to tell me that there was another listing created and sold that I failed to transfer and as a result the order was cancelled. at this point confusion is setting in, and I ask her to tell me what this mysterious other order is, what for??' she proceeded to tell me that the cancelled order was for the exact same tickets for the exact same show I already sold and transferred the tickets for. I expressed to her that I don't understand how that could have happened as I only ever created a listing for one set of tickets, sold one set of tickets and never created, nor did I see a second listing of the same exact tickets for the same exact show. How or why would that happened?? She responded with a most dismissive tone and said, 'well you're the only one who could have done it, no one else is on your profile'. At this point I am getting pretty upset and I explained to her again that there is no way I would have created a duplicate listing, nor would I ever sell identical tickets to the same show after I sold them. I mentioned that when I first signed up I was having issues listing my tickets, called StubHub for guidance and they told me to relist if I didn't see the listing so that's what I did. I also mentioned to her that I never saw an email come through about a duplicate sale or another sale bc if I did I would have dealt with it immediately. I mentioned I am unsure what happened that perhaps it was a system this point she interrupted me and said that 'the only person who is responsible is you. no one else posted this listing, but you'. I was beside myself. not only was she accusing me, but she failed to hear anything I said, and she never acknowledged or honored what I was saying she just continued on with how I am now responsible for fees because of failure to deliver the tickets and causing a cancelled order. I stressed again the situation, I stressed to her that I am not responsible for this and I wasn't going to pay fees for this error. after several exchanges back and forth and met with attitude the entire time she finally said, 'forget it, we will take care of it' to which I replied 'what will you take care of' she said 'just forget it, we will take care of it'. I said 'ok.. so when would I be receiving my money?" She mentioned 5-8 days after the event. I asked if I would be getting the total amount paid, she said yes. we hung up. I was angry and really drained after that phone call, but I expected all was going to be ok. 4 days later I check my email and noticed an email from stubhub mentioning 'a fee was accrued from my cancelled order' that the following money was charged and the total amount for the tickets is due. I checked my bank account and sure enough they removed money from my account. They still owed me 500$ by the way from completed sale, but the only email I received was from the duplicate listing I never created that they stated they were 'taking care of' that was now clearly falling to the fault and expense of me now. I called them immediately and spent over an hour on the phone explaining my case - again - stating that when I spoke to someone several days ago they mentioned 'StubHub was taking care of it', and 'why is there a charge on my account'. and much like the prior experience with the other 'customer service associate' this one was even worse. He was rude, dismissive, aggressive, and abusive, He interrupted me every step of the way, wouldn't give me a straight answer, failed to acknowledge anything from my previous conversation. He basically said, "you have to pay for this bc you did this, not us" back and forth and back and forth. he then mentioned he could take 50% off the fee which would still be 250$, I said that was unacceptable bc this was not my fault. he continued to deny any wrongdoing on the part of StubHub, and then when I wasn't thrilled he offered me 50% off, he threatened to take it back stating that, 'if you don't want 50% off then you'll pay 100%' At that point I asked to speak to a supervisor, he refused. I mentioned wanting to speak to someone higher up several times and he just kept coming back with 'they are gonna say the same thing I am saying' so you will pay this fee at 50% or 100%. exhausted and absolutely defeated, I agreed to the 50% bc I truly believed I had no other option. I didn't feel taken care of, heard, acknowledged. I was treated with psychological warfare if Im being honest. He concluded the conversation by saying I would receive the payout first, then 13 days later X amount of money would be removed for the 50% off fee. I had him repeat that several times so I had it in writing. I asked him to send me an email of our conversation so I had it documented. he said,' I am telling you now so I will not be sending an email.' towards the end he was rushing me off the phone and responding to me like he couldn't be more annoyed. so I hung up the phone, feeling incredibly unwell and frustrated. I just spent over an hour with someone from 'customer service' who spent the better part of the conversation blaming me, badgering me, and interrupting me' Needless to say I didn't come away from that interaction feeling like I won anything. I still didn't have my money for the completed sale, and I was already losing money from a duplicate listing I never created, but was now bearing the responsibility for all of it. the next day comes and I check my StubHub profile to see where the payment was at, and every single detail I was looking at regarding payout and the fees for the other listing was nothing close to what he and I discussed the day before. So against my gut, I picked up the phone to call StubHub yet again. I felt a pit in my stomach at the sheer idea of having to talk to anyone else from StubHub again, but I needed this resolved so I gave it one more shot. Again! Again I was met with the single worst customer service experience I have ever had in my entire life. I felt insane at the end of it all. this individual like the previous two was rude, dismissive, unkind, uncaring, my requests were met with unbelievable attitude. All I wanted was clarification, I wanted the figures I was looking at to match what I discussed with the other person the previous day. she couldn't or wouldn't do this, she would not provide me clarification, she would not ensure that what was discussed yesterday with another customer service rep would be honored today. I asked her when I would be receiving my payout. she couldn't give me an exact answer. I said it's day 5 so it should be processing any minute now right? and all she said to that was 'well we don't process on the weekend so you won't be getting it now' - I said just forget it, I give up, I expressed how absolutely disgusted and appalled I was over the past 5 days dealing with all of you, and she hung up on me!!! I sat, defeated, and crying. shortly after she hung up on me I get an email from StubHub stating again that a charge accrued on my account for 478$!!!! nothing, absolutely nothing that was said to me was honored. I was given absolutely zero grace, absolutely zero resolve, and I have not received any of the money for my sale. I have had two charges on my account for amounts unclear, inaccurate, never agreed on, and never allowed. being a first timer on the site I was offered zero benefit of the doubt, I was met with blame, abusive language, and dishonesty, I genuinely feel there is no recourse for this bc there seems to be no one besides this group of ignorant, heartless, bullies to field stubhub's customer concerns and issues. to conclude. I am still owed 491.30. this is day 6 of the 5-8 payment window. no processing of any money to my account has been activated. I am not responsible, nor do I claim responsibility for a duplicate listing or cancelled sale bc I believe this was a clerical error and/or an oversight on the part of StubHub. There was never a second listing on my profile, and I never received an email from StubHub about a second sale. I was told after the first phone call 'to forget it, StubHub will take care of it' that never happened. During the second phone call, after my account was charged for 38.90, the details from the first phone call was not honored, and I was more or less forced to accept the 50% off or pay 100% of the cancelled sale. that was not honored. During the third phone call, the details on my profile did not match what was discussed during the second phone call. Furthermore after I was hung up on my checking account was charged an additional 478.00. I am truly hoping I find resolve and the funds that are legally mine. They owe me nearly 500$ and all they have done is made me absolutely sick inside, destroyed my faith in hospitality, removed money from my account without my permission, and lied repeatedly. I urge anyone who is even contemplating using StubHub for either buying or selling tickets to run, literally run in the other direction. I hate to say it, but they are in the business of scamming people. It's unfortunate, but it's truly the only conclusion that makes sense to me.

StubHub complaint statistics

  • 11 complaints filed

  • 1 Resolution reviews

  • Resolution rating 5.0 / 5

  • Customers willing to do business again 100%

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