StubHub Community

ChiTickets · 3 weeks ago

Last week I bought tickets for an event taking place on the same night. I never got the tickets. Stubhub told me i needed to wait until 4 hours before the event and they would replace them. I called them 4 times in the 4 hours leading up to the event, Each time they promised me they were sending a link to pick replacement tickets immediately. I never got the link after any of those phone calls. Now, they are not refunding my money for the order. Previously I had to fight with Stubhub for 8 weeks to get a refund for tickets in a separate order that were in valid. Stubhub has become a scam website and they do everything they can to keep your money when things go wrong. In addition, the phone support is some of the worst customer service I’ve ever experienced. Buy at your own risk

ChiTickets · 4 weeks ago

The whole way sellers make money on stubhub is by selling tickets (or parking on this case) for market value rather than face value. It’s up to each consumer to decide if they will pay whatever that price is or not. I get the frustration. But Stubhub is a secondary marketplace and did not force you to buy the parking for the price the seller chose to sell it for.

ChiTickets · 4 weeks ago

I don’t have any information on contacting anyone above the phone support team. But, when there is an issue that’s beyond the normal things they handle, it is incredibly difficult to get anything done through stubhub customer service. I had a slightly complex issue and it took me 8 weeks of calling weekly with a minimum of an hour on the phone with Stubhub per week before i finally got someone who would make the extra effort to help and finally processed my refund. Only thing you can do is keep calling until you get someone who will actually help.

ChiTickets · a month ago

I had the exact same situation, I actually had bought the tickets on Ticketmaster resale, then bought the tickets on Stubhub, since i saw they were in the same row but did not know they were the exact same seats. The ticketmaster tickets were in my account and the stubhub seller sent me a link to mobile screenshot tickets that were THE EXACT SAME SEATS. It took me eight weeks of calling stubhub multiple times a week but they finally refunded the purchase. You could call stubhub and explain that the same exact seats are for sale on ticketmaster. They may reach out to the seller.

ChiTickets · a month ago

This should be a fairly straightforward case. (I hope!) Call the stubhub number and in the automated questions, tell them you're event is today. When you're connected with someone, explain you never got the tix. They should have a record too that they were never marked as delivered. My case was more complex and it took me 8 weeks to get resolved. I literally finally lucked into a customer support person who was actually willing to work on it. This was after calling every single week multiple times for 8 weeks and getting nowhere. Anyway, hopefully getting a refund for tickets that were never delivered should be easier.

ChiTickets · ‎10-18-2024

There’s really no way to know for sure. Stubhub’s policy is that the seller has until 3 hours before the event to deliver the tickets. Unfortunately at that point there usually aren’t many tickets left for them to replace yours with. Plus, you have to call them 3 hours before the event since they won’t check with the seller until then and it takes lots of time on hold, talking on the phone etc. Even though it says 2 days before the event, if you call them 2 days before, they will say that the seller has until 3 hours before the event, so that date even doesn’t really mean anything. (I’ve been through this many many times and that’s my experience at least.) Hopefully everything works out for you! There’s just no way around it that buying on Stubhub is a bit of a gamble. While many listings are legitimate, many listings are not and never get delivered.

ChiTickets · ‎10-17-2024

That is horrible. I truly believe that as of late, Stubhub is in the business of stealing money from their customers. I've had an issue going on for 7.5 weeks where I received invalid tickets. its slightly complicated due to the fact that I know their invalid because the seller sent me screenshots, but I had already bought the EXACT same seats from Ticketmaster for the same event. My point is, any case that requires a little bit of specialized attention like yours, they just can't do it. They do nothing, hope you go away, and then keep your money. They truly are the worst company. if everything goes smoothly, great. But, the way their customer service is these days, if something goes wrong you're most likely out of luck (and out of money).

ChiTickets · ‎10-17-2024

Any issue that is remotely complex and requires specialized attention like yours, Stubhub will just do nothing on.  I have an issue where I purchased tickets from Stubhub and they were delivered to me by screenshot.  But, these tickets were the EXACT same row, seats and section that I had bought myself from Ticketmaster for the same event.   Obviously the ticketmaster ones have to be real and the Stubhub ones fake.   They have been "escalating" this case over and over again for 7.5 weeks.  (That's not an exaggeration), refuse to refund me, and every escalation leads to nothing.  I've been promised five different dates they would get back to me by and I haven't heard back from Stubhub one time.  I've been spending 1-2 hours on the phone with them weekly.   I truly think that part of their business model is to exhaust customers who need customer service so they stop calling and Stubhub can just keep the money.     Anyway, its horrible but its very unlikely that they will ever do anything about your case (or mine).

ChiTickets · ‎10-17-2024

You can try calling their customer service line, but most likely they will tell you the case is "escalated", never call or email you back, and keep your money.

ChiTickets · ‎10-17-2024

Stubhub used to have great customer service, but their new policy is literally to keep the customer's money at all costs. The Fan Protect guarantee they advertise does not mean anything. Sorry that happened to you. Its really best to not buy from Stubhub these days.

ChiTickets · ‎10-17-2024

@TeamStubHub1I need help with this. This is literally the second order of invalid tickets where Stubhub refuses to refund and is attempting to steal my money. This is fraud unless you refund this immediately. I am so sick of this. Anyone reading: DO NOT EVER BUY TICKETS ON STUBHUB. Their new policy for issues is to esclaate the case indefinitely until the buyer gets sick of calling, waiting on hold for 45 minutes each time, and then they can keep the money. I used to have a lot of respect for Stubhub as a company. But they have turned into thieves. This site is fraud.

ChiTickets · ‎10-17-2024

I have an order that was supposed to be refunded. I called Stubhub about it today and the phone support told me it was refunded on October 14th. I didn't think it had actually been refunded. Both because I never got a confirmation email from Stubhub, and also because I always see refunds from SH on my credit card quickly after they are processed. I called my bank WITH the Stubhub guy on the phone and they confirmed I was never refunded. But he was still not able to help. It is so difficult now to get a refund or do anything that requires Stubhub support. It truly is a nightmare for your customers. I've been on the phone with you guys about this order for a minimum of 2 hours already over the last few days. Can I get this refunded immediately? The event was over 3 months ago.

ChiTickets · ‎10-17-2024

If you used the reslist button on your order, you will not be penalized if you don't get your original tickets. You should call Stubhub and make sure to request help for tickets your selling (not buying) and explain the situation. They can mark your listing internally so it shows you're waiting for the tickets from your seller. I will say, I'm going through an issue right now where I relisted tickets I bought on SH, they sold, but I never got invalid tickets. It has been a huge pain to try and get them to refund the order

ChiTickets · ‎10-16-2024

Update: Now at 7.5 weeks and stubhub is still keeping my money and doing nothing about this.

ChiTickets · ‎10-16-2024

Just to give you an idea of how long it could take, I received invalid tickets from Stubhub. I have been trying to resolve it for 7.5 weeks as of today. I’ve been on the phone with them for hours, they’ve told me over and over again it’s “escalated” but nothing has been done. You most likely never will get replacement tickets or a refund.

ChiTickets · ‎10-16-2024

stubhub was acquired 1-2 years ago and their customer service has drastically changed. They literally do not care about customers experience. I think everyone needs to consider that when buying tickets here. If everything goes smoothly and you get your tickets, great. If it doesn’t, you are going to have many many frustrating calls, be on hold for hours, and maybe lose your money.

ChiTickets · ‎10-14-2024

I understand that’s frustrating but I’m not sure if it’s exactly a scam if you chose the wrong time. If it said 7pm and was actually for the earlier show, that’s definitely an issue that Stubhub should resolve. But most concerts for example are 3-4 hours so stubhub usually keeps tickets active until 2 hours after start time.

ChiTickets · ‎10-11-2024

The ticketpreupload email address is for transferring the ticket BEFORE its sold. It may be confusing if that email is still visible after it sells. But, when the ticket sells you should get the buyers email. If the ticket has not been accepted, you can cancel the transfer in Ticketmaster, then transfer it to the buyer. If it isn't, you should call Stubhub.

ChiTickets · ‎10-11-2024

Stubhub guarantees a refund or tickets. Not saying that's ideal, but that's the reality. If the only replacement tickets are a lot higher in price, they will not replace your tickets and will only give you a refund. The other thing that makes it hard is Stubhub won't even check on the tickets until 3 hours before the event. So, unless the seller actually calls them and says they're not going to be able to fulfill the order, you can't know for sure or do anything through stubhub until right before.

ChiTickets · ‎10-11-2024

Customer service has told me that getting the link they’ll send you to pick replacement tickets can take until up to an hour before the event.

ChiTickets · ‎10-11-2024

Stubhub now gives sellers until 3 hours before the event to deliver the tickets. Unfortunately at that point, the choices for replacements are usually pretty slim in my experience. But some sellers do deliver last minute. Hopefully you get them. If not make sure you call right away once it’s 3 hours before the game.

ChiTickets · ‎10-10-2024

I should mention, this past Saturday, I was promised a refund that never came. Now I'm told my case is not high priority, and they don't know if I will ever get a refund. This is a blatant attempt by stubhub to steal $600 from me. DO NOT BUY FROM THIS COMPANY. ALWAYS USE TICKPICK!

ChiTickets · ‎10-10-2024

Stubhub Community team has told me that this is case is "not a priority". I know exactly why. They figure if they keep putting me off, making sit on hold for hours each week, I'll eventually give up and they can just keep my money, even though I received invalid tickets. Its insane that they won't even look into this issue at all.

ChiTickets · ‎10-10-2024

Going to be 7 weeks since i raised this issue this coming Tuesday. Stubhub is still refusing to refund me for the invalid tickets the seller sent me and will not even look into the issue.

ChiTickets · ‎10-09-2024

Also, make sure you take screenshots showing that its unavailable that also show the time on your phone, so its clear that its before the event. That will help you prove it. And, they may not be available after the event.

ChiTickets · ‎10-09-2024

You should call Stubhub customer service immediately. (Google their number.) They may refund you. But, the seller will be able to prove that they transferred the ticket. Stubhub customer service is very bad at resolving any kind of complex issue, since they don't want to take the time to look into it. Hopefully they get you replacement tickets or a refund, but you may end up having to pay for the tickets if you get the wrong support person.

ChiTickets · ‎10-09-2024

Thanks. Yeah, that's my understanding too. It definitely wouldn't be ideal. But, at the same time, I've been trying to get Stubhub to resolve the issue for 6 weeks and they seem to have no interest in doing so. Kind of leaving me in a bad spot. Ideally, they would just do the investigation but every time I call, which is weekly, they just tell me they re-escalated it and I'll hear back in a week. But haven't been contacted back a single time. Pretty frustrating.

ChiTickets · ‎10-09-2024

I've never purchased tickets as a guest. When you have an account, you can go to the "Orders" section of the website and there is a button you can push by the order that allows you to download the tickets. But it sounds like its different for a guest purchase. You should call Stubhub customer service for help; 1 (866) 788-2482 When the automated system asks you if your event is today, make sure to say yes even if its not. Otherwise they won't help you right away.

ChiTickets · ‎10-09-2024

Has anyone attempted disputing charges with your credit card company?

ChiTickets · ‎10-09-2024

Yeah, that's a rough situation. Stubhub used to have incredible customer service. But they were acquired over the last couple years and it is really poor now. The site is great when everything goes smoothly, but it is really difficult and sometimes impossible to resolve issues when they come up. Their customer service team truly does not care about customers.

ChiTickets · ‎10-09-2024

I received fake tickets from Stubhub 50 days ago and they refuse to refund them. While they used to have excellent customer service, they do not anymore. You will be lucky to get a refund. If you google you can find their customer support number, but they probably will tell you they're looking into it, but then never do anything. That's my experience with my current issue at least.

ChiTickets · ‎10-09-2024

They will send the link a couple of hours before the event. Unfortunately, sellers who are not big brokers have their tickets removed from Stubhub 4 hours before the event. So, by the time you get the replacement link, there usually are not many tickets left. In terms of refund, who knows. Stubhub sold me invalid tickets 50 days ago and I'm still unable to get them to refund the order, or even look into the issue despite calling at least once a week for the past 6 weeks. My advice is use TickPick next time instead.

ChiTickets · ‎10-09-2024

Stubhub recently stole $600 from me after a seller sent me fake tickets. They will not look into the issue, or provide me with a refund. Its been 50 days since I raised the issue. Has anyone else had money stolen from them by Stubhub? How did you deal with it? Does filing a dispute with your credit card company work?

ChiTickets · ‎10-08-2024

You should be able to go to the sale in your account under "Sales" and change the delivery method to transfer, then push the button to confirm you transferred them. Usually though when I've had a ticket type recognized by stubhub as links that I have to upload, they don't send me the buyers info since I don't need to actually transfer. But, sounds like they gave you the info? You might want to call just to be safe. Though be warned: Stubhub's phone customer service is horrible. And, even if one agent tells you everything is fine, it may not be true. I'd call a few times to be sure since thats usually what it takes to get something correctly taken care of by SH phone support.

ChiTickets · ‎10-08-2024

It does happen for some orders. In my experience, I often don't get tickets for orders when Stubhub tells me they'll be delivered unti the day of the event. They won't attempt provide replacements until about 3 hours before the show and at that point, there's usually not replacements available since most tickets are gone.

ChiTickets · ‎10-08-2024

You probably got invalid tickets and stubhub will refuse to refund them, like they're doing to me currently.

ChiTickets · ‎10-07-2024

Why can you only sell them for $200?

ChiTickets · ‎10-07-2024

Tickets for the show must be totally non-transferable, so the only way to get in will be to meet the person with the tickets and walk in with them. Stubhub does offer tickets in this category, but have no idea how they go about organizing the meet up between the buyer and seller. Personally, I'd be pretty skeptical about buying tickets that require meeting up with the seller, but who knows. Maybe they'll be legit and show up!

ChiTickets · ‎10-07-2024

Unfortunately, as far as I know, its completely up to the seller to know if they can actually provide the tickets they listed or not. I don't think Stubhub is responsible for determining if tickets are non-transferable for a given event. They typically penalize for the entire price of the sale in my experience.

ChiTickets · ‎10-07-2024

I have been waiting for 6 weeks for them to resolve an issue where they sent me invalid tickets. Each week I call, they tell me I will hear in 5-7 business days and I never do. I'm starting to think that it won't be resolved unless I report it as fraud to my credit card company.

ChiTickets · ‎10-03-2024

I just received a link to select replacement tickets for an order the seller could not fulfill. There is a bug on your site. When you get to the page to pick replacements, the map takes up the entire screen and there is no way to scroll through the replacement options. It disappears from the screen and there’s no way to make it reappear. You can tell it’s at the bottom of the screen since it sometimes appears bríefly, but it’s not visible enough to select new tickers

ChiTickets · ‎10-02-2024

Thanks. Yeah, I'm aware of the support line. I did call them, but usually have issues and end up getting charged when I relist tickets from stubhub, sell them, and then the seller doesn't deliver them. Always ends up getting fixed, but I have to make a bunch of phone calls and usually spend 1 hour + on the phone to fix it after the fact. Just was requesting help here to try and avoid that even though I reported everything via the phone line.

ChiTickets · ‎10-01-2024

I had an issue today where i sold relisted tickets that were to be delivered automatically to the buyer by stubhub since they were mobile tickets. The tickets sold but then my seller apparently couldn’t fulfill the sale. I already called about this, but it seems like there’s some issue with my refund. Also, i always end up getting charged for sales like this and then having to spend hours on the phone getting it resolved and then wait weeks to get reimbursed. Is it possible to get help with this so i get refunded for my purchase and don’t get charged for the sale?

ChiTickets · ‎09-19-2024

One thing to be aware of - I received fake tickets from stubhub and they refuse to refund me the $600 i paid for them. I would recinmend confirming your tickets are real in advance and if they’re not, disputing the charge with your credit card company.

ChiTickets · ‎02-16-2024

I bought tickets for an event that was just rescheduled. I bought and received my tickets before the postponement. When I received my tickets, they were sent as a link leading to mobile tickets. (So not actually transferred to my Ticketmaster account.) Will these still be good for the new date or do they need to be replaced?

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