StubHub Community

ChiTickets · Wednesday

Once again stubhub is refusing to refund this order. Like always they are trying to steal my money, even though they sent me a ticket i didn’t purchase.

terriblecustsvc · 2 weeks ago

This is hilarious! Stubhub customer service told me, literally, the exact opposite of this yesterday. I was told, in no uncertain terms, that the reason why I could not list the tickets I had purchased the day earlier was... that the seller from whom I purchased these tickets had not yet delivered the tickets to me. Classic Stubhub. Talk to two people (based in some sh%$hole country who cannot communicate in English or any major European language properly) and get three answers, none of which explain the situation or resolve anything. I often end up more confused after talking to Stubhub than I was before I reached out.

Tessxtine · a month ago

Yes dispute it with your credit card ASAP; however make sure you have no pending tickets with them before you do. They will probably lock or delete your account. It’s unacceptable that they wouldn’t look into this for you. Good luck.

ChiTickets · ‎12-13-2024

Thank you. I'm aware of Stubhub's customer service number and deal with SH customer service very frequently. Stubhub did answer me through DM and am discussing the issue iwth them. I don't want to alert AXS to the fact that I've now created multiple accounts with my name and phone number. Like I mentioned, their fraud prevention is very sensitive. I've never done anything remotely fraudulent and have had my account blocked before and had to go through many steps, emails and calls to undo it. So don't want to inadvertently trigger anything. That's my whole reason for raising this issue. I'm sure it will cause issues for people who buy lots of tickets.

cdorton7194 · ‎11-25-2024

@lindssc1 lindssc1 I've had a similar situation this past week with the seller selling me the mobile tickets, but then somehow the tickets were cancelled on Ticketmaster, and neither TM or StubHub will give me a refund. Getting the "It's not us it's them" response, so neither will take responsibility and neither will give me a refund, even after I've shown receipts where I paid for them. Fan Guarantee my ass! StubHub and TM are both full of it. Don't ever buy off of either platform again!

ChiTickets · ‎11-24-2024

One thing that’s crazy to me about your experience is that they told you to come here. Suppprt reps used to help with cases here. You would post and they would PM you to help. But that stopped a month or so ago and there is no customer support through these forums or through stubhubs “help” twitter account. I think this forum is mostly people complaint into the void. Your situation is horrible but unfortunately is not uncommon. It used to be that stubhub gave you a date of delivery when you purchased tickets and if the tickets weren’t delivered by that date, which often was way before the event, you could get replacements then. Now, in all cases, sellers have until three hours before the event before stubhub will step in. And, as you experienced, for many events by that point there are no tickets left for replacements. It’s just not practical to depend on stubhub orders when an event requires travel etc. I usually only will buy tickets on stubhub now if it’s an event that won’t be super inconvenient if i never get the tickets.

Rmervin65 · ‎11-04-2024

I have done that and every time I call I get someone who is very hard to understand and they keep giving me the same answer. Instead of trying to help they argue everything I say. Not very customer oriented.

Adr1002 · ‎11-01-2024

This is happening to me right, egregious. 11/5/24 event tickets purchased 8/23/24, incomprehensibly tickets were only sold as a printed option and not mailed by seller until 11/1/24. Tickets are currently scheduled for paper delivery with an expected arrival date of November 3, 2024. Unfortunately, this delivery timeline does not provide sufficient time for me to receive the tickets before I travel at 6:48am to Costa Rica on 11/2/24. @TeamStubHub1 @TeamStubHub

bossfan · ‎10-31-2024

You've been posting for weeks that you were having issues with Stubhub, so why would you think it was a good idea to buy more tickets last week?

ChiTickets · ‎10-30-2024

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.

Rmervin65 · ‎10-28-2024

I am looking for the Executive team at this point myself. Good luck.

kazure29 · ‎10-25-2024

I am having same issue. Can't find where I can reach someone from stubhub. I was told Id be getting an email about my case and I am still waiting for that email which apparently isn't coming. I was took for over $700. Never received my tickets or never received any emails about transferring the tickets. All I kept getting told is that my tickets should be arriving. I missed the event because I didnt get tickets. Seems to be nobody can help on this matter. Very frustrating

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

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

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 · ‎10-16-2024

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 · ‎10-14-2024

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.

wendytownsend · ‎10-12-2024

That’s the amount StubHub recommended if I wished to get them sold. I’ve got them listed but so far no buyers. Darn!

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 · ‎10-09-2024

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

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.

bossfan · ‎10-09-2024

866-Stubhub

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 · ‎10-08-2024

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.

Kwalters · ‎10-08-2024

Thank you ChiTickets. How did you find out your Tickets were invalid?

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 · ‎10-07-2024

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 · ‎10-03-2024

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 · ‎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.

TeamStubHub1 · ‎02-16-2024

That is a great question. We have an events team that will monitor for postponed events and will make sure that if there are any changes or updates that buyers need to be aware of, they will send you all the necessary details via email. The standard is that the tickets you currently have will be valid for the event just as they are, which is the case nearly every time. But if there are changes or updates that would require new tickets for the rescheduled event, we'll either provide the new tickets for you to use, or we'll provide a refund. Just keep an eye out for an email with an update from our events team.

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