StubHub

Subsidiary
Industry	Ticket exchange Ticket resale
Founded	2000; 19 years ago
Founder	Eric Baker and Jeff Fluhr
Headquarters	San Francisco, California, United States
Area served	United States / Canada / United Kingdom / Germany
(President) (Chief technology officer and Chief product officer)[1]
Products	Tickets for sports, concerts, theater, entertainment events
Parent	eBay (2007–present)
Website	stubhub.com

Aug 26, 2018  StubHub Fees – How Much Does StubHub Charge? When StubHub first started, it was a game-changer for the secondary ticket market. While StubHub’s fees may have been high, at. Aug 26, 2011 - However, the StubHub app allows a fan to purchase, display and utilize a. StubHub spokeswoman Ferrer says the company is working to. We'll send you an email reminder when it's time to do it. Note: If you listed your tickets for Instant Download to buyers, you don't need to do anything else. My friends at PandoDaily, shared their story about how StubHub did provide replacement tickets at a 49ers game (after their tickets didn’t work). The bigger the event, the more likely Stubhub will be able to get you replacement tickets within 30 to 60 minutes. Sep 4, 2012 - Also, now that Tech is integrated with Stubhub, you don't want to buy anything on Stubhub that isn't instant download. When they do instant.

Jan 25, 2012. You call them. Did it say electronic download when you bought them? Stubhub isnt going to pay them if the tickets didnt work. Its not like. For tickets delivered directly to your StubHub account (such as Instant Download. Simply download the StubHub app, login and tap the order under My tickets.

StubHub is an online ticket exchange company owned by eBay, which provides services for buyers and sellers of tickets for sports, concerts, theater and other live entertainment events. It has grown from the largest secondary-market ticket marketplace in the United States into the world's largest ticket marketplace.^[2][3] While the company does not currently disclose its financials, in 2015 it had over 16 million unique visitors and nearly 10 million live events per month.^[4]

The San Francisco-located company was founded in 2000 by Eric Baker and Jeff Fluhr, both former Stanford Business School students and investment bankers.^[5] The president of StubHub as of April 2018 is Sukhinder Singh Cassidy. Other executives include Perkins Miller, Matt Swann, and Anne Robie.^[6] Founder Eric Baker left StubHub in 2004.^[7] StubHub was acquired by eBay in January 2007.

ABC has stated that StubHub has 'become the ticket scalper of the digital age, the ultimate middleman to shake up the way people interact to buy and sell tickets to almost any concert, theatre performance or sporting event.'^[8] StubHub has become a major sponsor in sports and entertainment. In December 2015, StubHub had more than 120 partners, mostly entertainment venues and sports teams.^[9]

Sellers post available tickets at any price they choose. A range of tickets are listed, mainly sporting, concert, theater, and other live entertainment events. Unlike other online ticket resellers, such as Craigslist (free) and eBay (up front price per listing), StubHub takes a commission after the sale takes place. StubHub.co.uk was launched in March 2012, and operates from London.

In September 2015, StubHub launched in Germany.^[10] StubHub.de mainly operates from Berlin.

In November 2017 the International Consortium of Investigative Journalists (ICIJ) revealed that 30-year-old Julien Lavallee from Montreal, Canada, who has built up a multimillion-dollar international bulk ticket reselling business using StubHub's website, is one of StubHub's Top Sellers.

• 2Operations
• 4Controversies

History[edit]

StubHub was founded in San Francisco in 2000 by Eric Baker and Jeff Fluhr, both former Stanford Business School students and investment bankers.^[11] One of its first major sports deals was with the Seattle Mariners in 2001.^[12] It began to show a profit in 2003 after selling $60 million worth of baseball tickets and others.^[13] In 2005, the company raised between $10 million and $25 million from Pequot Ventures (now FirstMark Capital).^[14] That year they generated over $200 million in sales.^[15]

In 2006, Inc. Magazine ranked StubHub as the eighth fastest growing private company in America on its annual 'Inc. 500' list.^[16] In 2006, more than 100 New York Yankees season-ticket holders suspected of reselling their regular-season seats on StubHub received letters denying them the right to buy playoff tickets and barring them from buying season tickets for the 2007 season.^[17][18] In 2006, the New England Patriots sued StubHub to bar it from reselling the team's tickets as fans reportedly showed up at games with phony or voided tickets bought over StubHub. While some were counterfeits, others were voided tickets sold by fans after they had their season-ticket privileges revoked.^[19][20] On July 6, 2007, a Suffolk Superior Court judge allowed StubHub to proceed with its lawsuit against the New England Patriots.^[21] StubHub accused the Patriots of attempted monopolization, conspiracy to restrain trade, and unfair trade practices. On October 19, 2007, a court upheld an order forcing StubHub to turn over a list of all New England Patriots season ticket holders since 2002 who had used the site. The Patriots stated that they may strip the season ticket holders of their seats.^[22] On January 26, 2009, the Massachusetts Superior Court rejected StubHub's argument that it was not liable for its sellers' behavior per 47 USC 230. NPS LLC v. StubHub, Inc., 2009 WL 995483 (Massachusetts Super. Ct. January 26, 2009).

StubHub's acquisition by eBay was announced in January 2007 for a reported $310 million.^{[23][24][25][26]} According to CNN Money, 2007 was a very successful year for the company, handling five million individual transactions, more than in the previous six years combined of its history.^[2] Staffing at StubHub had increased to 350 workers by the time of the sale.^[26] Eight months after the acquisition, StubHub reached an exclusive agreement with Major League Baseball (MLB).^[2] They get a piece of the 25% in commissions StubHub earns on either end of a season ticket buy and sell transaction. Ticketmaster filed a lawsuit against StubHub and eBay in 2007, alleging 'intentional interference' with Ticketmaster's contractual rights.^[27]

In 2008, StubHub announced that music-related sale had seen the biggest growth and that music had become a 'priority'.^[28] By 2008 it had become a $5 billion a year business.^[29] It had 2.1 million visitors per month, generating over $100 million in sales annually.^[30] In 2009, CEO Chris Tsakalakis announced that transactions on StubHub had climbed 65% from the previous year, and revenue had increased by 40%.^[31]However, on April 10, 2009, StubHub reported that the price of second round Masters badges had declined by 43% from $1,073 in 2008 to $612 in 2009.^[32]

In July 2011, StubHub launched a new ticketing application, available on Microsoft Windows Phone, that makes it easier to buy tickets.^[a] StubHub applications for iPhone, iPad, BlackBerry 10, and Android also allow users to decide where they want to sit using interactive venue maps and the number of seats, and to plan the event by finding local restaurants, bars, and parking facilities.^[34][35] In 2012, StubHub integrated with Apple Passbook.^[36] Also in 2012, StubHub announced that Adele was the best-selling British act of 2011-2, with sales worth $35.18 million for her performances and merchandise alone.^[37]

In 2013, StubHub created an application especially for the South by Southwest events in Texas that gave users the opportunity to buy a range of tickets to all of the different shows.^[38] In 2015, StubHub sponsored a three-day lineup of bands at South by Southwest.^[39]In January 2013, StubHub launched 'The Rising Stars program', which offers grants of $25,000 - $100,000 for locally based, grassroots organizations to aid youth in sporting and artistic development.^[40] StubHub has also supported major benefit events, such as 121212, the Concert for Sandy Relief, including a $1 million donation to the Robin Hood Relief Fund for those impacted by Hurricane Sandy.^[41]

In December 2012, it was reported that the New York Yankees, the Los Angeles Angels, and the Chicago Cubs had dropped StubHub and declined a new five-year deal, which MLB Advanced Media had signed.^[12][42][43] The Chicago Cubs later opted back into the partnership. In March 2013, the Yankees sued StubHub, claiming that the sale of their tickets violates New York scalping laws.^[44] The Yankees claim that StubHub had opened a ticket office within 1,500 feet of Yankee Stadium, but StubHub defended itself, arguing that it wasn't a ticket sales office but a printing station for tickets purchased online.^[45] The New York Post stated that the 'Yankees are using the state's anti-scalping law to keep legal ticket reseller StubHub away from the Stadium, but when it comes to traditional illegal scalpers outside their gates, the team is giving them an intentional walk.'^[46] A spokesman for the Yankees stated that there should be no double standard and that the state's anti-scalping law should be universally enforced.^[46] As of April 16, a settlement was still being reached in Bronx Supreme Court. EBay has announced that from May 2013 it will retire some of its ticket categories on its UK website and will redirect users to the StubHub website to purchase them.^[47] They began the merging process in January 2013 when listings on StubHub also appeared in search results on the eBay UK's tickets category.^[47] In April 2013, a new pricing structure was established, and the fee will be displayed upfront without going through an auction.^[47] In May 2013, cancellation of the Spice Girls' musical Viva Forever! saw a 220% increase in online ticket searches on StubHub UK, as fans rushed to buy tickets for the remaining shows.^[48]

On November 4, 2014, Tsakalakis resigned from his position as president,^[49] and was replaced with Scott Cutler. In 2014, StubHub also announced the appointment of Jonah Freedman as its editor-in-chief,^[50] and has since announced plans to become a resource for finding and planning events.^[51] StubHub has also announced a plan to integrate with ESPN as part of the company's plans to offer more personalized content.^[52] As of May 2015, the site is visited by over 16 million unique visitors every month.^[4]

In September 2015, the company announced that it would no longer present inclusive ticket prices with fees and other charges included, switching to the practice where a user has the choice to have a lower price displayed at first and fees added at checkout, or fees displayed upfront.^[3] The company has also announced a commitment to give $1 million of musical instruments to U.S. schools, in partnership with The Mr. Holland's Opus Foundation.^[53]

Operations[edit]

August E. Grant and Jennifer H. Meadows describe StubHub as a 'clearinghouse for ticket sales.'^[54] It 'serves as a middleman between buyers and sellers, deriving revenue from commissions on ticket sales.'^[55] Local agencies may trade smaller profit margins from selling to a larger volume reseller rather than risk not finding a retail buyer for the same ticket.^[2] StubHub, described by The Wall Street Journal as 'far and away the biggest player in the $6 billion market for reselling live-event tickets',^[3] is a way for ticket sellers to gain a profit, but unlike eBay, there is no auctioning involved.^[56]

Many sell their extra tickets on StubHub at a profit, often tickets which are in high demand which are difficult to find.^[57][58] While concert tickets can get expensive when the demand is high, more than half of all tickets sold on StubHub go for at or below face value. Tsakalakis has stated that he believes the ticket market is not a level playing field for the average person, in that before a ticket goes on sale, promoters have already sold the vast majority of seats to everyone from fan club members, American Express card holders and ticket brokers.^[8] He has said, 'There is this whole mentality within concerts that if it doesn't sell out right away it's not a hit. It just doesn't make sense. Nothing works that way. There isn't a supplier out there that says, 'The first day I put my product out there I want all of it to sell out and I don't want to have any more supply.' What business works that way?'^[8] Sellers choose what they want to charge for the ticket.^[56] A range of tickets are listed, mainly sporting, concert, theater, and other live entertainment events.^[59][60] Music categories are divided into Classical and Vocal, Country and Folk, Dance and Electronica, Jazz, Blues and RnB, Rock, Pop and Hip-Hop, and World and New Age music.^[61] Theatre and comedy is organized by Cirque du Soleil, Classical music and opera, dance/ballet, family, festivals and fairs, film festival, museum, musicals, play, and other/miscellaneous.^[62]

By using the StubHub website, a buyer may select from available tickets to an event. StubHub charges buyers a fee of 10% of the purchase price of the tickets (minimum $5 per transaction). A shipping and handling charge is then imposed (minimum $4.95) and tickets are either shipped via UPS, email delivered, available for instant download, or picked up the day of the event at a last-minute services office. In total, on a typical order, StubHub earns 20-25% of the purchase price of every ticket sold: buyers typically pay 10% more than the listed price and sellers receive 10-15% less than their listed price depending on certain seller metrics and bonuses. Criteria for reduced seller fees include confirm time, fill rate, and quarterly sales totals. Additional seller incentives include the ability to buy tickets without paying service fees.^[63] If a buyer fails to win the ticket, StubHub will help the buyer find alternative tickets.^[56] StubHub does not prohibit sellers from listing tickets for any amount, regardless of how absurd the amount might be, but posts the prices at which tickets have sold. A September 2012 Toronto Blue Jays at Tampa Bay Rays game had tickets listed for $52,122, nearly 1000 times the face value of the tickets.^[64] Ticket prices for the 2009 Super Bowl averaged $2,500.^[65] To increase delivery rate, StubHub uses Goodmail's CertifiedEmail.^[66] It promises to refund the price of any ticket that fails to reach a buyer by FedEx.^[67] StubHub and MyStoreRewards have been described as examples of 'applications that leverage the PayPal platform in creative ways'.^[68]

In advertising, the company has created a character known as the 'Ticket Oak', a 25-foot tall animatronic talking tree.^[69] This tree has appeared at numerous publicity events, posing for pictures and giving away thousands of tickets and prizes to fans. The Ticket Oak was phased out in the fall of 2015 as part of a larger rebrand and the launch of a new creative campaign known as 'Let Your Fan Out'. This was primarily due to negative audience feedback due to the Oak's unusual face and crocked eye.^[70]

In 2018, the company launched a Christmas campaign with Joseph Simmons of Run-DMC where he surprised unsuspecting customers at StubHub's New York City walk-in store with raps,^[71] as part of the company's Gift Rapper campaign.^[72]

The company faces competition from firms such as Ticketmaster,^[30]Vivid Seats and SeatGeek.

Personnel[edit]

As of 2015, notable people working for the firm include:^[73]

• Scott Cutler - President of StubHub and General Manager of eBay Tickets

Legislation[edit]

In the US, 38 states have laws allowing the reselling of event tickets as long as the sale does not take place at the event site. The other 12 states have varying degrees of regulation, including registration requirements and maximum markups.^[74] StubHub, Ticketmaster, TicketNetwork, and others have begun to lobby state legislatures to repeal or modify the stricter anti-scalping laws. In Florida, StubHub made over $6,500 in campaign donations to members of the state legislature in support of a 2006 bill to amend Florida's 61-year-old anti-scalping laws. Many consumers, as well as lobbyists for the leisure and entertainment industries were opposed to the bill, and claimed it will drive up prices for consumers while hurting their share of the ticket market.^[75][76]

In 2016, the United States Senate commerce committee introduced legislation called the Better Online Ticket Sales, or BOTS, Act which was later signed into law in December 2016 by President Obama. This law makes using bots to purchase tickets under certain circumstances illegal and holds bot owners liable for obtained tickets.^[77][78]

Sports partnerships[edit]

StubHub has become a major sponsor in sports and entertainment.^[79] The first to create the secondary ticketing sponsorship category, StubHub has become significant in sports and entertainment sponsorships and activation. In December 2015 StubHub had circa 120 partners; besides entertainment venues and sports teams, technology partners include Apple Inc,^[80]Spotify,^[81]BandPage,^[82]Amazon.com,^[83] and Uber,^[84] among others.

StubHub is active in college sports, with 35 college sponsorship deals as of April 2013, including the Universities of Texas, Michigan, and USC. Partners also include ESPN,^[85]Tickets.com, Paciolan,^[86] IMG,^[87] and some 30 multi-use venues and festivals including Staples Center and South by Southwest.^[88] In April 2013, StubHub signed a three-year agreement with the Lawn Tennis Association which covers the Aegon events at Queens Club, London, Birmingham and Eastbourne.^[89] The agreement means that StubHub have become a brand presence on the websites of the tournaments and other forms of their marketing and communications.^[89] Also in April 2013, StubHub UK ran a competition in which if Everton F.C. fans bought their season tickets before April 19, they offered the chance to win a VIP experience for the final home game of the 2012/3 season against West Ham United F.C., which included champagne on arrival, a three-course meal, and a tour of the dressing room by Graeme Sharp.^[90]In May 2013, StubHub signed a three-year sponsorship deal with Jockey Club Racecourses to trade tickets on three of the racecourses in London; Sandown Park, Epsom Downs and Kempton Park.^[91]

On June 1, 2013, StubHub acquired naming rights to the home pitch of the Los Angeles Galaxy, which was renamed StubHub Center.^[92] On May 16, 2016, the Philadelphia 76ers of the NBA announced that it had reached a three-year jersey sponsorship deal with StubHub to take effect beginning in the 2017-18 season—where the NBA will begin piloting jersey sponsorship. It marks the first time that a team belonging to any of the four major North American sports leagues has ever sold a jersey sponsorship.^[93]

Fans who wish to buy tickets with a team that has no relationship with StubHub may still do so - all teams, regardless of relationship (or lack thereof) may have their tickets sold there. However, if a team has no formal partnership with StubHub, electronic downloading and printing of e-tickets may not be available - such tickets can be shipped by UPS or picked up at StubHub's last-minute ticket windows. All tickets sold on StubHub are protected by the site's fan guarantee.^[94]

StubHub has attracted considerable criticism from sports executives. Tim Leiweke, former CEO of AEG has stated that 'many sports executives hate StubHub because the company doesn't invest in the product on the court' but argues that this is misguided.^[95]

Controversies[edit]

Investigations[edit]

In August 2017, StubHub's London office was raided as part of a 'broader investigation into four main ticket resale sites [touts] in Britain: Get Me In, Seatwave, Viagogo and StubHub' by the Competition and Markets Authority (CMA).^[96][97] Lavallee uses StubHub's website and is one of StubHub's Top Sellers.^[97] According to the Toronto Star and the CBC News, Lavallee drew the attention of U.K.’s National Trading Standards (NTS) and CMA when he succeeded in controlling 310 seats for three of Adele's shows in London in 2016 for a total transaction of over $50,000 in less than a half an hour.^[97]

Julien Lavallée[edit]

One of StubHub's top sellers in the ticket reselling industry is a thirty-year-old man from Montreal, Canada, Julien Lavallee,^[97] who has been called a 'superscalper'.^[96] In November 2017 journalists from International Consortium of Investigative Journalists (ICIJ) (including the Toronto Star and CBC-Radio), Canada revealed that they had received detailed documents about Lavallee's 'global scalping business' as part of a 'massive cache of offshore corporation records' known as the Paradise Papers.^[97] According to a November 9, 2017 article published in The Toronto Star, Lavallee was able to expand his business using 'exploitative tactics' that 'gam[e] the ticket marketplace and put entertainment beyond the reach of millions of fans who can’t compete with large-scale scalping operations.'^[97] Lavallee started his business in 2010, from his family's home address in Boucherville, Quebec, Lavallee. He now operates his multimillion-dollar 'bulk reselling business' out of an office in Montreal.^[97] The leaked documents included Lavallee's business records that showed that along with StubHub, he also used Vivid Seats and Ticketmaster as 'main channels' to scalp his tickets'.^[96] Prior to October 2017, Lavallee used his company, I Want Ticket Inc, which was 'registered on the British Isle of Man, to post on StubHub in the U.K.'^[96]

Notes[edit]

1. ^The application makes use of the Microsoft Windows Phone design and presents a catalog in which fans can search events based on their preference and location, view and notes upcoming events, and can tag their favorite sports teams and bands which updates them of events throughout the year.^[33]

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71. ^StubHub [@StubHub] (December 13, 2018). 'StubHub Presents: The Gift Rapper' (Tweet) – via Twitter.
72. ^'STUBHUB'S NEW SITE MAKES CUSTOM MUSIC VIDEOS TO GIVE WITH YOUR GIFTS'. Ad Age. November 27, 2018.
73. ^'Management Team'. StubHub. Retrieved April 30, 2013.
74. ^Fried, Josh (November – December 2004), 'Admit Two: StubHub's founders want to take the worry out of getting close seats', Stanford Magazine, Stanford Alumni Association, retrieved April 30, 2013
75. ^Talalay, Sarah; Piccoli, Sean (May 2, 2006), 'Bill lifts restrictions on ticket resale prices', South Florida Sun-Sentinel, Fort Lauderdale, Florida
76. ^Editorial (June 6, 2006), 'The scalpers in Tallahassee', The Ledger, Lakeland, Florida, retrieved April 30, 2013
77. ^'President Obama signs nationwide ticket-bot ban into law'. Engadget. Retrieved May 21, 2017.
78. ^Ha, Thu-Huong. 'The United States Congress is taking aim at bots that help ticket scalpers profit'. Quartz. Retrieved May 21, 2017.
79. ^'StubHub takes naming rights at Home Depot Center'. Sports Business Journal. March 4, 2013. Retrieved April 30, 2013.
80. ^'StubHub Watch OS App Combines Real-Time Discovery, Mobile Ticketing to Provide a New User Experience'. Businesswire. Retrieved September 15, 2015.
81. ^'Humanistic Experience Design'. Techcrunch.com. August 28, 2015. Retrieved September 15, 2015.
82. ^'BandPage Partners With StubHub to Place Additional Offers in Search Results'. Billboard. Retrieved September 15, 2015.
83. ^'Amazon Echo gets StubHub Skills and more smarthome integration'. Zdnet.com. August 14, 2015. Retrieved September 15, 2015.
84. ^'StubHub's app now lets you request an Uber to your event'. Fortune.com. July 29, 2015. Retrieved September 15, 2015.
85. ^'ESPN and StubHub Team Up to Provide Tickets to Sports Fans'. Marketwire. November 6, 2007. Retrieved April 25, 2013.
86. ^'StubHub'. Paciolan.com. Retrieved April 30, 2013.
87. ^'StubHub Partners with IMG College, Paciolan and Nebraska Athletics as Official Fan-to-Fan Ticket Mar'. Daily Finance. February 27, 2013. Retrieved April 30, 2013.
88. ^'StubHub takes naming rights at Home Depot Center'. Sports Business Daily. March 4, 2013. Retrieved April 30, 2013.
89. ^ ^ab'LTA announces new partnership with StubHub'. Lawn Tennis Association. April 25, 2013. Archived from the original on May 10, 2013. Retrieved May 8, 2013.
90. ^'Jags:Be the 12th Man'. Everton F.C. April 12, 2013. Retrieved May 8, 2013.
91. ^'StubHub agrees three-year Jockey Club deal'. Sportspromedia.com. May 3, 2013. Retrieved May 8, 2013.
92. ^'Home Depot Center to be renamed StubHub Center in June'. mlssoccer.com. Retrieved June 1, 2013.
93. ^'76ers sell first NBA jersey ad'. ESPN.com. Retrieved July 10, 2016.
94. ^'Stubhub Fanprotect Guarantee'. StubHub.com. Retrieved August 8, 2016.
95. ^'Leiweke opens AMC with call for change'. Venues Today. September 10, 2013. Retrieved September 16, 2013.
96. ^ ^abcdSeglins, Dave; Houlihan, Rachel (November 9, 2017). 'StubHub raid in U.K. targets 'top sellers,' including Canada's known superscalper Julien Lavallée: Julien Lavallée caught up in two U.K. probes targeting online scalping industry'. CBC News.
97. ^ ^abcdefgOved, Marco Chown; Cribb, Robert (November 9, 2017). 'Montreal scalper scooping up tickets by the hundreds at lightning speed to big names like Adele, Ed Sheeran and Drake — then selling them back to you at huge profits'. Toronto Star. Paradise Papers. London, UK. Retrieved November 9, 2017.

Original review: April 8, 2019

I purchased tickets for the BTS concert on May 11th 2019. When the seller sent me the Email to send the tickets to my Ticketmaster account I kept receiving an error message saying, 'OOPS SOMETHING WENT WRONG.' Ticketmaster simple told me since it was a StubHub purchase they could not help. I pointed out that the error page was a Ticketmaster issue and was told since not enough people have complained about it, it was not important enough to look into.

In comes StubHub customer service, literally for days they tried everything to correct the problem. They had the seller send me the ticket email numerous times, they called me daily to see if I had any success. They called Ticketmaster on my behalf, they went so far above and beyond that I was truly amazed. Never in my life has any company gone out of their way as StubHub did for me. They even planned to make sure I had tickets no matter what. The communication was not only by phone but followed up each time by email. UNBELIEVABLE!!!

Now for my back story, only a couple people I spoke with from the service team knew that I am waiting for a double lung transplant and that this may be the very last concert I can attend with my daughter. I myself am a huge BTS fan so having this moment with my daughter meant more than everything to me. I hope and pray that I will have another opportunity to see BTS in the future, and I will never buy any ticket from anyone except STUBHUB. I want to personally take this time to thank each and every customer service employee, you are amazing. Have a beautiful year, hugs!! Michele

View more Original review: Jan. 14, 2019

Last week I got the urge to go to the Elton John concert literally just days before his Portland concert. StubHub was the only source I could find. Bought two pretty good tickets. When we arrived at the gate we were told the tickets had already been scanned and were no good. We were directed to the Ticketmaster ticket office where they confirmed the tickets had been already scanned. They gave us a toll free number to StubHub customer service. The service agent that answered our call took our information and then immediately passed us onto a fraud agent. He was able to confirm our tickets where invalid. He suggested we get back into line and he was going to forward us new tickets, which he did.

He then stayed on the phone with us until we had been scanned in and on our way to our seats... and the seats were awesome! Better than what we had paid for, and more money but I wasn’t charged any additional. I of course had to “visit” our original seats which was filled with some tweakers that looked a little worried when I told em the Stubhub cops where looking for the people the tried to defraud them and me and it was gonna cost someone the price of my upgraded seats. Thank you very much! Overall they did what was necessary to make sure we made it into the concert and had good seats... Thank you.

View more We value your privacy. Unsubscribe easily.Original review: Dec. 21, 2018

I bought my boyfriend Toronto Maple Leafs tickets - Sec 120, Row 2. This was for his birthday. To be honest, I was extremely nervous purchasing these tickets because they're SO EXPENSIVE, almost double the retail price and there were a ton of negative reviews and I was afraid I'd get fake tickets and get denied at the door. My best friend purchased tickets from StubHub before and told me they're pretty legit and never had a problem. I took a huge gamble on these and bought the tickets for $500 each. The day of the game, I was literally shaking in fear and prayed the tickets were real and they would scan properly and thank God THEY DID!

My boyfriend had the best time at the game. We were so close to the rink and the player's bench, we even fist pumped each player as they were going in and out of the rink. Thank you seller/StubHub. We had such an incredible experience! For anyone thinking of buying tickets from StubHub I would still be a little bit careful only because there are sellers out there that scam people which is unfortunate. But the good thing is StubHub provides their customers with the Fan Protection plan meaning if you ever run into any trouble with your tickets they can either find you a replacement OR a refund. So there's that to consider. Good luck!

View more Original review: Oct. 5, 2018

I used StubHub 3 times. First time was for BTS in Seoul. I was still in China so it was a slight hassle. I was quite worried that I would not get my tickets in time 'cause I had to go to Seoul. (The hard copies will only be sent to the original buyer a week ahead to lessen the chances to resell, so that's why). In the end I got a mail, asking to provide the address in Roman characters as I put it in Chinese. Afterwards, they recommended me to pick them up at a point near the venue because of Chinese customs taking often too long. Well, that's what I did. No issues at all and got my shipping fee back in a few days. Second time, for BTS in Seoul again, also just picked up my tickets, as it was the following day already.

Third time was a mess. Tickets for the BTS exhibition (I think you can guess by now I'm a fan of BTS). Basically, you had to show your ID and confirmation to get the actual tickets. I got the ID scan as well as the confirmation, but staff refused to give me the ticket, 'cause reselling is forbidden. Messaged StubHub, and they said I needed proof of rejection. Staff didn't want to help me, because what I did was wrong. (Fair, but too many tickets were scalped so I couldn't get one in the proper way). I told StubHub I couldn't get a proof of refusal, but they kept saying I had to in order to get the money back. They said an e-mail of a refusal of giving a proof of rejection was enough.

Well, if they don't want to help me at all, they would just ignore me anyway, is what I was thinking. I was on holiday, didn't want to spend too much time at that moment trying to get it, but before I was home and tried to e-mail them, I got my money back already. I guess Stub realized I spent over €800 on their site, so why would I suddenly make up a story about not getting in at a €22 event, rather than a €400 event. In the end, they even gave me a €22 voucher for further purchases. So although it was a hassle the last time, I'm very satisfied!

View more Original review: Aug. 6, 2018

I was visiting in Cincinnati and bought eTickets via StubHub that were supposed to be emailed to me by the date I bought them for a FC Cincinnati game the next day. I opened a chat with StubHub and they immediately got in touch with me and tried to contact the seller who did not answer. They assured me if I didn’t have the tickets in my inbox by noon the next day (day of game) I would get a full refund or equally acceptable tickets provided by them from their guarantee. I was worried and nervous. Still no tickets by noon the next day so I opened another online chat and immediately, the StubHub rep apologized to me, could not get in contact with the seller of the tickets (he/she would not answer the calls), and so the StubHub rep offered me 2 options - a full refund, or comparable tickets.

Since I wanted to go to the game I first asked to see the comparable tickets. Within minutes I was offered center field, better-valued tickets than I had purchased (I had bought 3rd-row sideline, these were center field, row 31 - about a 10 dollar difference in price). I took these and these were delivered instantly to my inbox. Throughout the conversation I was always given many apologies from the StubHub group. I would give this a 5 had my original seller not fallen through as I still had to go through the stress of ‘no tickets’ originally. But I wanted to write the review to provide proof that there are no issues with the 100% guarantee! Thanks StubHub.

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Original review: June 21, 2019

Purchased tickets for the Cubs vs White Sox game on 6/19/19. I ordered 15 tickets and spent over two thousand dollars to have the seats I purchased. I was guaranteed to have seats that were all together according to their website. When I placed my order the first time, they cancelled the order due to the amount. I had to go in and reorder the tickets after they realized I was not committing credit card fraud. This meant that I had to go in and find the seats I had originally ordered with the help of a sales associate. Our group gets to Wrigley Field on game day (6/19/19) to find out that we were not guaranteed the seats we had chosen and that it was a FREE FOR ALL!!!! I am so pissed! If that were the case I would have bought just a GENERAL ADMISSION TICKET and saved a lot of money instead of paying more!! Pretty upsetting! Never again will I go through this company again!

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Original review: June 19, 2019

Stubhub Instant Download Reviews

I bought tickets to a Washington Nationals game that was rained out and postponed. I cannot make the rain-date and my only option is to resell my tickets. People who purchase their tickets from MLB.com may exchange for different dates or receive a refund. The problem with the StubHub model is that all responsibility is owned by the buyer for 'acts of God' even though StubHub makes a hefty commission on each transaction.

In fact, until I argued with customer service, they intended to charge me a service fee to resell the tickets I can't use. Then they 'magnanimously' agreed to waive the service fee when I made a stink. Still, there's no way that I'm going to recoup the cost of my tickets (two at $30 a piece) plus the $16 service fee. My recommendation to StubHub is to take some loss yourselves and provide more flexibility to customers in these situations. I believe there's no chance that StubHub will change their policies. My recommendation to y'all is to never use StubHub for events that are prone to postponement unless you have a completely free calendar.

View more Original review: June 18, 2019

For some reason, the ticket I sold was used prior to when the supposed buyer attempted to enter the concert. The app was acting up the week prior, so I emailed the person several times from my personal account. StubHub charged me $139 and never heard my side of the story. They pretended to do an investigation, but just charged me. I called customer service twice and left voicemails to try and resolve the issue. I also emailed. Not once did anyone hear what I thought happened. Now I have to waste time fighting the charge. Once they charged me, customer service left me out to dry.

Original review: June 17, 2019

My son purchased expensive concert tickets thru Stubhub at a late date and was emailed that there was a red flag and tix were cancelled. When he got the email (over weekend so didn't read until a day later- day of concert) he re-purchased the tickets at $40 over original price. Stubhub took no responsibility, wouldn't refund difference and he was out $40 bucks! Totally inflexible and BAAADDDD Service. Will not use them again!

Original review: June 17, 2019

I purchased 2nd row seats to see Kinky Boots. I was able to get into the venue, but soon found out that the entire section where we were supposed to be seated did not exist (probably 100+ seats). The venue ended up seating us in Row Y towards the back of the theater. I called Stubhub to complain and to try to reach some resolution because I would never have ordered seats so far back in the theater. They would only offer a $17 refund.

I asked about their FanProtect Guarantee, which guarantees that you will receive the tickets you ordered or something comparable/better. The rep said that I did receive the tickets I ordered, I simply didn't receive the actual seats that I ordered. Apparently there is a difference. I'm not unreasonable - I know that glitches can happen and I did get to see the show. However, $17 off for 2 tickets did not seem like fair compensation.

Anyway, I tried to escalate this to a manager but she told me no managers were available and that they would just tell me the same thing anyway. In addition, Stubhub continued to list seats in the same non-existent section for the 3 Kinky Boots shows that occurred after the showing I attended. They literally had dozens of seats listed in that same section and barely anything else in any other legitimate/existing sections. This seems kind of sketchy, like someone knew there was a glitch in the ticketing system and was exploiting it. Stubhub should have removed the listings after I and probably many other people complained.

I have never filed a credit card dispute because I have always been able to go up the chain of command at a company's customer service in order to fix problems. However, this option doesn't seem to be available at Stubhub as the only people I can talk to are powerless customer service agents. This left me no choice but to file a dispute in order to get this resolved.

View more Original review: June 16, 2019

We ordered a parking pass from them and instead of sending us an electronic version like a normal company they sent it UPS to the wrong address. They also charged a 50% fee on top of the cost of the pass.

Original review: June 11, 2019

I made a purchase on StubHub where the online tickets available stated a specific section, row and seat number. When I got the tickets they were general admission. The customer service department was unhelpful in finding any resolution or admitting any liability in the misleading sale. I am very disappointed in my experience. It was my first and last purchase from StubHub.

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Original review: June 10, 2019

I GIVE THIS SITE A NEGATIVE 5 REVIEW!!!! This was for a June 6, 2019 Detroit Tiger game at Comerica Park in Detroit. I paid $266.04 for 2 tickets. I could never get the tickets to appear on my phone app. I called on Friday, June 5, 2019 to notify them that I could not get them to appear on my app. A guy with a foreign accent said that it must be my phone. I asked him to email them to me and he said he couldn't. I asked what options. He said that they could cancel on their end and I could repurchase. I reluctantly said okay.

Once he cancelled them, he wanted my debit card number. It was then that I realized I didn't have enough money on my debit card because, I would not be refunded for 48 hours. I became very frustrated and this guy became very rude and condescending. I decided not to lay out another $226.04 to end up with the same result. My order # was **. BUYER BEWARE OF THIS RIPOFF SITE!!! The only reason I gave it a 1 star was because it wouldn't let me enter this review without marking one of the stars. THIS SITE DESERVES A NEGATIVE 5!!!

View more Original review: June 8, 2019

My friends and I decided to pool some money towards Raptors tickets for game 5 of the Warriors/Raptors game and thought it would be cool to attend such a crazy playoff game. For anyone who understands the significance of this, it was really disheartening to hear that after midnight (Quite a while after the Raptors win which led to game 5 being the potential last game for the Raptors), StubHub contacts me and says there is a security issue with my Raptors tickets on a guest account.

I open the support email immediately as I receive it and upon explaining that I had purchased the tickets with no issue etc. the 'Live Assistance' provider told me that he would connect me with the trust safety team of StubHub. However, this team responds 'within 24 hours' and when I asked if my tickets were still locked and held for me (Since I purchased them and had no issues on my end or my bank's end) and he alerted me that they were re-listed into the selling pool. It is disgusting to see that this happened only after the Raptors won game 4 and StubHub apparently had no issue with my account until the tickets tripled in value.

This was not an issue with my bank as I have done several high volume payments before and my bank/card never bounces or has problems with transactions. I had even contacted my bank after my live chat with StubHub and they alerted me that there was no concern for fraud on their end and this was an issue with the StubHub security team. I am unsure if StubHub is attempting to scam clients in games where ticket prices are volatile and relist tickets for a higher price because I have literally no understanding of why they would 'temporarily lock' my account and then instantly re-sell the tickets at three times the price. I hope people see this and make better decisions before buying high-value tickets to playoff sports outings and events.

View more Original review: June 6, 2019

Searched within SH specifically for the ticket I wanted. I clicked on the top result of my search and bought the top ticket. I relied on SH's search. Bought insurance. Realized they gave wrong ticket and reached out immediately to SH. Told me only option was to resell through them. Jumped through hoops REPEATEDLY and kept getting locked out of my account. Used chat, called repeatedly. No resolution. husband tried the same things. Each time the rep assured us all was resolved and it wasn't. Sold the ticket FINALLY 30 minutes before event for a $440 LOSS. They are too big and do not know what they are doing. Could not be more disappointed in a company. I typically ONLY write good reviews, but they are so awful, it was worth the time to warn other consumers.

Original review: June 6, 2019

I will never use this website again, I’d rather miss my favourite shows than give this awful company my money. I understand a penalty should be incurred if you put the wrong time on the tickets, and thus they have to be retuned which results in admin costs for StubHub, but what really bothers me is the approach this piece of

** company takes. They start off with a ludicrous 45% of the ticket value penalty, BUT the penalty may also be the difference of cost to replace the right tickets for the seller - WHICHEVER IS GREATER. That’s the part that really pisses me off, this company gives such little importance to their customers that they literally try to charge you the greatest amount, rather than the lesser.

What’s more bothersome is that instead of making a standard price for admin expenses, they put a percentage. So if you sell $20 tickets your loss is minimal, but if you sell $5000 your loss is huge, since you get charged a percentage even if they used up the same resources for both sales. Clearly this company has no care for customer satisfaction, they are in the business of quantity, not quality. Boycott StubHub.

View more Original review: June 5, 2019

I listed my tickets for Twenty Pilots. Finally had a buyer this morning, the day of the concert, and I immediately transferred the tickets. I waited all day for the person to accept the tickets. Ticketmaster said it was waiting for the buyer to accept the transfer. StubHub said it was pending transfer. I checked multiple times throughout the day to see if the buyer accepted the transfer. An hour and a half before the concert started, I get an email from StubHub that they cancelled the sale and charged me $64! I called to ask why. I sent screenshots that I clearly transferred the tickets this morning. After looking at their “mobile emails” (which I could not see) they claim that I made a typo in the transfer email. Their buyer called twice to inquire where my transfer was.

For 2 hours, StubHub never sent me an email to tell me she didn’t get the transfer. Yet they had no problem sending me an email to say my transaction was canceled. Their excuse was that they called my number and got no answer. It was my home phone and I’m at work! They claim they get a quicker response by phone. BS. It’s their way of ripping both the buyer and seller to obtain cancelled transaction fees. I’ve put in a dispute to my bank. Now I’m out two tickets plus $64 in cancellation and I’m sure the buyer is rightly upset as well. Do not use this horrible service. It was my first time trying to sell tickets and I will never use them again.

View more Original review: June 5, 2019

I have contacted Citizen. Advise to sue StubHub. They asked me to email the issue to CMA - general.enquiries at cma.gov.uk, CMA investigate unfair trade. My experience with StubHub: I saw ticket selling out soon (fake popularity advertisement) and bought tickets from StubHub paying 899 pounds for a Bronze ticket for ICC world cup. StubHub started selling the same tickets for 399 later after few months (No monitoring on selling price on their website, they keep saying they are just market place.) And even the Gold tickets were cheaper than what I paid. No seat details received. They said they will contact seller and get back to me, next day told me the seller is not home where the ticket is, later told me seller might not have ticket with them to provide seat details.

The event is on 16th June. This is happening on the 5th of June. They said the sale is final and no returns/refund/cancellation of the ticket regardless of any issue after the sale. Late delivery of the ticket. Unprofessional conversation with customer care. They failed to contact the seller of the ticket to find out my ticket details. CMA is currently investigating below issues related to these type of websites. It includes the below points:

1. It must be clear if there are restrictions on using a resold ticket that could result in buyers being denied access to an event;
2. People should know whom they are buying from – for example if the seller is a business and/or an event organizer – and can benefit from their legal rights; and customers need to be told where exactly in a venue they will be seated.
3. Pressure selling – whether claims made about the availability and popularity of tickets create a misleading impression or rush customers into making a buying decision;
4. Difficulties for customers in getting their money back under a website’s guarantee;
5. Speculative selling – where businesses advertise tickets for sale that they do not yet own and therefore may not be able to supply

6. Concerns about whether the organizers of some sporting events have sold tickets as a primary seller directly through a secondary ticket website, without making this clear to consumers.

Hope it helps people like us to protect consumer rights from these money robbers.

View more Original review: June 5, 2019

I bought Toronto Raptors tickets for the Finals in June 2019. I picked a pair of tickets that seemed relatively reasonable for this sold out event. Then a day or 2 before, StubHub contacted me that the tickets 'were no longer available'. StubHub needs to do better in ensuring that sellers aren't double selling for higher prices! They gave me a refund but that doesn't help my experience! They offered to find me tickets but the event was sold out! I ended up getting worse seats and for more money at the last minute through Ticketmaster resales. There is too much room for scalper scams!

Original review: June 4, 2019

They fraudulently charge sellers fees without letting the sellers know. By far the worst customer service I have ever dealt with. They are absolute liars and make money immorally. eBay made a mistake by purchasing StubHub. Do not sell your tickets on StubHub. Sell tickets elsewhere.

Original review: June 3, 2019

I bought a BTS ticket without knowing it was a Soundcheck ticket. When it arrived I enquired with customer service if they could contact the original seller for me in order to use the soundcheck portion of the ticket. They refused. I received contradictory information by each and every one of their customer agents. I know of people who have been able to contact their seller through customer service, but the reply I got was 'that customer agent needs coaching'. Honestly brings me back to my customer service days, an awful experience - as awful as having to deal with StubHub's. Apart from CS, the site policies are terrible. They do not protect the customer at all, as you can imagine from what I wrote before. Better to avoid StubHub.

How Do Stubhub Instant Download Tickets Work

Original review: June 1, 2019

We purchased 4 tickets for Champions League. The tickets were never delivered. Contacting StubHub I was told the problem would be resolved and we would get the very same seat or another on a better location. After having talking to many different people from different level at StubHub, 4 hours before the game starts, they said laconically they would not provided the new tickets and will refund the €10000. So, this is not the only costs involved. There also another costs to get us there to Madrid, as: flight, hotel, transfer and the whole stress during the last 48 hours with many people doing nothing but trying to solve this issue. And at the end the deep frustration and the dream for a unique moment planned for a year that did not come truth due to a incompetent and unprofessional team of StubHub. So, this company is not reliable at all!!!

Original review: May 31, 2019

Listed tickets. They sold day-of, but I got the notification email THE DAY AFTER. I called to cancel the sale and they refused to credit me 'because I didn't deliver the tickets.' How would I even know to deliver the tickets if I didn't get a sale notice? Customer service was incredibly unhelpful, saying it was my fault and they couldn't refund the fee because the tickets weren't delivered. $114 is a lot of money to me, not to mention it's unfair to me as a consumer. Even though it's pennies to StubHub, they don't care about being fair or having decent customer service. I will NEVER buy or sell tickets with StubHub again.

Original review: May 26, 2019

How Does Stubhub Work To Buy Tickets

I wrote a review previously titled Never Again Total Crooks. Had a huge problem but their CS department did fix it and now I am as pleased as punch. Had nightmares running thru my head of me getting to the concert with no tickets after all of the hoops I had to jump thru. The lady was wonderful and followed up TWICE. So far so good! Very pleased at this point!

Original review: May 26, 2019

Recently bought 2 tickets from StubHub. They quickly took my money, promise one price and later jack up the price. Couple of days later they said my order was ready in my email. I checked and there was not such of email. Call someone and they said 'not to worry the event is a month away' but that she will fix the issue. One day later nothing happened. Called again. Another lady spend more time trying to fix the issue with the seller. She said 'I would another email from the Seller with my ticket', so an hour later I got a confirmation email of the purchase of the tickets but no link to claim the tickets. So now I have get up earlier before work to spend another 30 + minutes to try to get it right. When I ask for my refund they said they couldn’t refund because they are just a 3rd party. What a Disappointing experience so stay away from them????

Original review: May 24, 2019

I had bought a pair of tickets for a concert in Toronto and was unable to make it so I sold the pair on StubHub. I had no problems with the sale itself, the buyer paid and received their tickets. StubHub has deposited the ticket sale money into an account with information that matches the last four digits of my account, but I have received nothing. I have been in contact back and forth with StubHub for about a month and have been getting different bits of information every time. The most I am being provided is a reference number - something that means nothing and cannot be traced by my bank. StubHub has essentially told my I am SOL since on their end money has been deposited somewhere. I even sent copies of my bank statements over the last month for the respective account to show that the money did not reach me. I am still being told there is nothing they can do, and now I am out nearly four hundred dollars:

Original review: May 23, 2019

Wish I would have read the reviews on StubHub before spending almost $500 on 2 tickets to Shinedown. The tickets were advertised being in Row 1, seats 9 and 10. My husband and I got to the show and turns out we were in standing room general admission. I contacted their customer support and was basically told to pound sand. I have the order that shows the row and seat number and of course it didn't list it as general admission until AFTER I paid and the receipt was emailed. We will NEVER use them again.

Original review: May 21, 2019

Basically, I bought at premium two tickets to West Side story for Mother's Day. They ended up costing me more than 4 times their running price at $600+. I did it because my wife badly wanted to see the show. I chose the seats and paid for it. I receive tickets with different seats, but I only realize that when I get to venue. And to make it worse, one of the seats was an accessibility platform with no seat. After negotiating with staff at venue, they literally bring me a high chair to sit on. Needless to say, I felt odd and uncomfortable, and my wife did not appreciate the experience. We ended up walking out of the venue.

I warned StubHub of the scamming seller, and while they acknowledged that I was scammed, they could only refund me one seat, and would do nothing to follow through on the scammer because they have strict selling policies that they live by. Needless to say, I will never do business with them. Integrity is not a value they live by. And they decided to make an honest buyer pay, and a scammer stay. Wasted hours trying and I got nowhere. Avoid a company that does not protect its consumers. StubHub is one of those companies to avoid.

View more Original review: May 19, 2019

I listed 4 tickets for resale to Hamilton SF. Two tickets sold immediately then about 3 weeks later the other 2 sold. I received the pdf of all 4 tickets and uploaded the first 2 seats for order one and all was fine. NOTE all 4 seats were on the ONE original pdf SO I SELECTED THE 2 seat numbers sold in first sale. Then the last 2 seats sold I I went in to upload the last 2 seats. I 100% choose the remaining 2 seats and uploaded the original pdf with the four tickets as required. Today I was charged back the sale amount and $225 additional penalty stating I uploaded the same 2 seats from first sale. When I called and went round and round with William he just kept telling me I uploaded the same seats twice.

I KNOW this is not right. Again I followed their direction and the original pdf upload had 4 seats so if I selected the correct 2 seats in both sales the StubHub has an upload issue because they just keep blaming me saying I uploaded the same seats tickets both times saying they see them in both orders. Both orders had the 4 original tickets in the pdf and both orders had the correct SOLD seats selected so they have an issue on their end when they transfer the 2/ sets of tickets and just keep saying I uploaded the same 2 seats both times. I am not taking the blame for their system error so will be taking further action as this is NOT right and I wonder how many times they have done this. Will start with filing official Consumeraffair and BB complaints and taking further action as I’m not paying for THEIR error as I did all correct on my end.

View more Original review: May 16, 2019

I paid over $50 for premium parking at a Golden 1 venue in Sacramento and could never get in. Even though this site says 'satisfaction guaranteed', that is a lie. They should not be selling parking for lots in this town. I paid another $20 to park some place else as the lines to the one I paid for were so slow and so long I would have missed my entire event. StubHub would not take responsibility or refund my money, of course.