StubHub Reviews

Once we realized the issue, I contacted StubHub hoping they would make a reasonable exception or provide some kind of meaningful assistance. The initial customer service representative I spoke with was very polite and professional, and I want to be clear that my frustration is not with him personally. He was respectful and appeared to be doing what he could within the limits of StubHub’s policy.

My issue is with StubHub as a company, its policy, and the way this situation has been handled. StubHub refused to provide a refund. The only option offered was to relist the tickets, which does not truly solve the problem and leaves the customer carrying the financial risk for tickets that are physically unusable for me. To make matters worse, after I requested to speak with a supervisor, I was left waiting for an extended period of time — and then the call was disconnected. Whether intentional or not, that is completely unacceptable. As someone who works as a lead technician and helps oversee a technical support/customer service team, I would never consider that an acceptable way to handle an escalated customer issue.

I understand StubHub is a large company and that I am not the only customer needing assistance. However, leaving a customer waiting and then having the call end without resolution is unprofessional and creates the impression that the company is more interested in ending the interaction than solving the problem. This is exactly the type of situation where a company should use judgment, compassion, and common sense. Instead, StubHub appears to be hiding behind policy and offering no meaningful resolution.

I am sharing this because I do not want anyone else — especially disabled veterans, seniors, or anyone with mobility limitations — to go through this same situation. If you purchase tickets through StubHub, be extremely careful and make sure the tickets are not standing room only. Based on my experience, if those tickets turn out to be unusable for you, StubHub may not provide meaningful help. This experience has seriously changed my opinion of StubHub, and I would not recommend them based on how this situation has been handled.

Sergey **

Despite this:

StubHub advertises a “FanProtect Guarantee,” but in my case, it did not provide any meaningful protection. I was left without tickets and without a resolution through their platform.

As a result, I had to escalate the matter beyond StubHub by filing complaints with the Better Business Bureau, the Federal Trade Commission, and my state Attorney General, in addition to submitting a dispute through Affirm. After a full review, Affirm ruled in my favor and confirmed I was not responsible for the $955.05 charge. If I had relied solely on StubHub, I would have lost nearly $1,000 for tickets that were never delivered or usable. Be cautious when using this platform—especially for high-value tickets. If something goes wrong, you may have to go through multiple steps outside of StubHub to resolve it.

Morning of the event, still no tickets so I got back on with a chat and was assured I would have them. An hour before I was supposed to leave I still had no tickets, contacted them again. "Oh, those tickets are not available but we have an alternative option, they will be delivered and hour before the show". I confirm they will be sent because it is a 2 hour drive for me. "Yes". I am not happy but OK. I drive to the show which starts at 7. No tickets arrive, no tickets available. Tickets finally arrive to my email at 9pm - the show is over. Over the course of the next few days I talked with several people, sent documentation that the tickets did not arrive to me until 9pm. Their answer was "well the tickets were sent at 5pm Pacific time, which is 7pm central time (the time zone I am in) so they were available and we will not be refunding your $378".

First, I booked 3 months in advance, how are the tickets all of a sudden not available the day of, and I should not be scrambling just hours ahead of the show to get tickets I booked 90 days ago. Second, I don't care when they were sent, it matters when I receive them. If I have proof I did not receive them, Stub Hub as a company, should stand behind their business model and do the right thing. All I wanted was a credit back to my account or the original cost of the original tickets to be refunded to me. I did not ask for anything extra. Stub Hub is just a third party vendor who has no control over its suppliers and just steals your money. I will never do business with them in the future and I warn anyone choosing to use them to be - buyer beware!

We live 2hr away from the game. We made our way to the game still with no tickets, on the phone with StubHub as they reassured us they would have tickets for us. But we had to wait until 1hr before the game for them to issues us comparable tickets... You guessed it, 1hr before the game STILL NO TICKETS. On the phone with stubhub... 45min into the game having already started. STILL NO TICKETS! We were at the arena as we had been instructed by StubHub that they would issues us tickets so we should go to the game and they would solve the issue. They never did... They DID NOT resolve the issue. We drove 2hr just to turn around and drive 2hr back home because they did not even get us the replacement tickets.

I had to endure DAYs of inconveniences calling to get my money back. I finally did get my money back thankfully! However, that wasn't the point. We were unable to attend a playoff game that we had planned for because stubhub did not actually ensure we were issued the tickets we paid for. DO NOT believe the lie that your tickets are guaranteed and they will issue you replacement tickets if the ones you bought never made it to you. Because they will NOT do this for you. I will never buy tickets on StubHub again.

By the way the new set of tickets then wouldn’t download to Apple wallet or scan but the venue let us use them because they saw we had just purchased them. So the venue referred us to the ticket vendor for resolution which is StubHub, StubHub blamed the seller and sent me back to speak to the venue and said there was nothing they could do. Nothing but a runaround so they don’t have to do the right thing. Last time we use this StubHub.

After waiting, I called again and spoke with another representative who offered replacement seats that were nowhere near comparable to the premium seats we originally purchased, or alternatively a refund. Being put in that position only an hour before the game — after traveling, booking accommodations, and planning the entire experience around these seats — was incredibly stressful and unacceptable.

What made the situation even more frustrating was that I later checked the seats we had originally purchased and saw people sitting in them during the game. That strongly suggests the original seller either never transferred the tickets or sold them elsewhere while still fulfilling the seats for someone else. Meanwhile, we were left scrambling at the last minute after investing significant time and money into this trip. This was far more than just a ticket inconvenience. It impacted our entire weekend experience and caused unnecessary stress after substantial travel and hotel expenses had already been incurred.