StubHub IE Recensioni 224

Do not use Stubhub. I had bought tickets for an event in Madrid last year but when the time came around, I could no longer attend. As I am living in a different country and could not give the tickets to someone in the area, I decided to list them on Stubhub so that they would not go to waste. That was my mistake. I purchased the tickets directly from the event organiser for the Saturday and Sunday just past. I got an email on Tuesday morning to say that the order had been cancelled by the seller because 'they received the wrong tickets'. No they did not. I immediately got on to Stubhub customer service and after about 20 minutes was told that the tickets were invalid and the purchaser was refused entry. The tickets were not invalid and I provided Stubhub with evidence of this. I had not attempted to sell or provided any other person with copies of the tickets. I'm then told that they will have to escalate the issue and that it can take 45 business days! On top of that, this morning I was charged €180 euro as the order was not fulfilled. I have disputed this charge but again a response can take 45 days. This is entirely unacceptable and if I do not receive a satisfactory response I will be taking legal action given that I work in legal practice myself. I fulfilled my side of the contract in providing valid tickets and yet Stubhub has offered no proof whatsoever of the issue with the tickets. There is absolutely no protection from Stubhub for sellers. It has now cost me more money to sell the tickets than it would to not have attended in the first place. Also, Stubhub has removed any trace of the order from my account when I log in so I cannot even verify the details. I will never use Stubhub again and would not recommend anyone to do so. This is supposed to be a reputable company.

I bought a ticket without checking Stub Hub IE's record on trust pilot is clearly completely terrible. So far the information provided is extremely dubious and thin, this makes it really hard to have confidence in the platform and that I'll get my tickets.

DO NOT USE

Bought a ticket to the real madrid vs arsenal game on the 16th for nearly £400 and was sent a fake screenshot and email which is obviously fabricated. Have not got a response in over 24h despite the match being in 4 days - meaning I cant book anything such as flights, as I don’t have a ticket, and have not received any help with the ‘ticket’ i bought - even though their guarantee states they will replace mine with a working ticket.

TLDR

Paid £370 for a fake ticket for a game in 4 days and haven’t received a response from customer service in over 24h

Shady dishonest organization that doesn’t stand behind the tickets they sell. Would not recommend purchasing from them.

As much as they say they are, Stub Hub is not an authorized reseller of tickets in the UK. They make no effort to verify the tickets being sold on their site are legitimate. We tried to attend a West Ham game in London and the ticket office was filled with people just like me who had purchased tickets from Stub Hub and couldn't get into the game.

Went to Stubhub and searched "Mitchell Tenpenny tickets". It brought up April 11th Kane Brown with Mitchell Tenpenny. I clicked it, selected my tickets and purchased tickets. I then looked on Kane Brown's website to see who was opening for Mitchell. I found out that April 11th is Kane Brown with Scotty McCreery and Dasha. April 12(same venue) is Kane Brown with Mitchell Tenpenny and Ashley Cooke. I wondered how I screwed this up. Went back to Stubhub and sure enough it was still listed as April 11th. They had the listing wrong. Not a big deal. Except they claimed I received the right tickets because I bought Kane Brown on April 11th and got Kane Brown on April 11th. I gave them (3) chances at a resolution and they just kept saying "all sales are final".

I am so annoyed at the process to get my money from a sale. As a first time seller I have been made to feel stupid and dismissed. The customer service agent was rude and not helpful. It is amazing how they immediately take their percentage from your sale but make you wait weeks for yours. I WILL NEVER USE THIS SITE AGAIN!!!!

I wish I could give StubHub zero stars. I purchased tickets for the Timeless Summer Tour featuring Boy George, which was canceled months ago. However, StubHub refuses to issue a refund, claiming the event is merely "postponed" despite no rescheduled date in sight.

Their so-called FanProtect Guarantee is a complete joke. They took my money and won’t give it back, even though I paid for an event that no longer exists. Customer service is useless—every time I reach out, I get the same canned responses with no resolution.

StubHub is happy to take your money but won’t stand by their own policies when it matters. I’ll never buy from them again, and I strongly urge others to stay far away unless you enjoy being scammed.

UPDATE: I got a call back when this review went live but was given the same information even when it was acknowledged that the seating section and numbers were incorrect, and the promised follow-up call never materialized! Furthermore, after some additional research, it turns out it's illegal to resell premiership tickets under section 166 of the Criminal Justice and Public Order Act 1994 unless authorized by the match organizer.!?

UPDATE: Even the Premier League themselves say don't buy from Stubhub and other resellers, just check their website. This explains so much.

I purchased tickets through StubHub for a Premier League game, and while they allowed entry, they turned out to be illegitimate. One of the seats was already occupied by a season ticket holder, and the section number on the tickets was incorrect. The stadium stewards quickly realized the issue and escorted us out, explaining that they do not allow tickets to be resold via StubHub—something I wish I had known before buying! As such.... DO NOT BUY PREMIER LEAGUE TICKETS FROM STUBHUB!!!!

When I reached out to StubHub, they demanded proof that is nearly impossible to provide—like a video or a picture of the occupied seat or a written statement from the stewards. How exactly am I supposed to get this proof while being escorted out? I even provided evidence from the official stadium website showing the tickets were fake, yet StubHub still refused to help.

This experience was beyond frustrating, and getting zero support from StubHub. Their "FanProtect Guarantee" is a complete joke. Avoid StubHub at all costs unless you want to risk being scammed!

Bought tickets to a football match, arrived and the tickets didn’t scan, went to the ticket office to find out that they were already in use! Contacted StubHub and they have done a full refund- updated to reflect good service from roberto, shame about the tickets in the first place

Purchased tickets for me and my son to watch his first away match. When we got to the ground we found out we had home tickets, obviously a very upset son. Asked StubHub if I had bought away tickets, at first they told me yes. I then provided evidence I was in the home end. Then this changed to I bought tickets on longside of stadium and sometimes away fans are there. Pointed out this was a premiership match so increased capacity for away fans is only cup games. Now they are just saying no refund they supplied me with the right tickets. I have asked them to show me the advert I purchased the tickets from and they don’t respond to emails. Shocking experience, the emails I have are son contradictory it’s ridiculous but they don’t listen. Also they won’t let you speak to managers….jokers. More than happy to share the email correspondence.

UPDATE - spoke with a vet helpful member of staff today, Juan Carlos. We discussed the very issues I had raised in terms of my ticket. Some good communication from Juan and what I appreciated was the acknowledgment of the impact this would have had on my son, which I felt had not been considered before. We came to an agreement and matter is now resolved, thank you Juan

I purchased tickets for a sporting event upcoming month through StubHub International. Quickly I noticed that my bought tickets weren’t valid, resold multiple times (through other sites) and my seats didn’t “disappear” after purchasing said tickets on StubHub International. Trust me, I didn’t jump to conclusions and did my due diligent research.

After reaching StubHub about this matter, they keep denying the invalidity of the tickets, because “of their FanProtect Guarantee”, which means nothing.

I sent proof, and they informed me that I broke their terms of service because of my research (which is not true at all). Quickly they rectify their wrong statement of breaking their TOS, but would not issue my refund because “the tickets are valid”. Though, I am “free to sell the tickets through StubHub” if I don’t want them.

So not only did they not issue me a refund for their tickets which are invalid, they advised me to sell the tickets to another poor customer.

TL:DR: Their FanProtect Guarantee doesn’t mean anything, and they won’t help you when you purchase invalid/fake/scammed tickets through their service. They will actively cope out of any way to take responsibility for not delivering their end of the agreement.

Edit 24-03-2025: I’ve been contacted by (at last capable) StubHub IE employees, and have taken my matter seriously and seems helpful to resolve my issue. Though, it remains that my experience has already been somewhat soured based on my initial contact with their customer service, and the wrong instructions of the first contact landed me in a stressful situation.

I appreciate the contact from StubHub IE, but this proves that they only take you seriously AFTER you write a negative review of their services, and not when you contact them yourself. They also offered me a “discount code” for their service since they were sure “I’d use StubHub International in the future”. While I do appreciate the sentiment, saying that I’ll surely use their services after this whole debacle comes over across tone deaf. They’ve also contacted me multiple times to change my review to “4 or 5” stars since they’ve “resolved my issue”.

Note: My issue was not completely resolved, but found a middle way. I do agree that they’ve been helpful after my initial Trustpilot review, but the first customer agent at StubHub IE give me instructions that shouldn’t have been given. Asking me to give them 4-5 stars after a stressful process in which I lost hundreds of euros (which is what happened), rubs me still the wrong way. I do appreciate their apology.

Update 19.2.25: I used Stubhub International and not Stubhub US. So I'm right.

I have written 2 Times again to the Support Email in the answer. No Reaktion till now!!

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AVOID!!!

We bought 2 tickets for the Bundesliga match VfB Stuttgart - SC Freiburg. We paid a total of €220 for 2 standing places, which normally cost less than €20 per ticket.
Okay, it's our own fault. Wouldn't have been a major problem if the tickets had been valid.
The scanner said “Ticket invalid, info kiosk”. They said that the tickets were blocked and that Stubhub was not an official sales platform. We can't get into the stadium. We were issued with a certificate.
My son was crying. No chance.
In the hope of at least getting our money back under the advertised guarantees, we filled out the relevant forms at Stubhub and submitted documents. We then received an email in which we were asked to answer - in my opinion not very relevant and decisive - questions such as what time we were at which entrance or what exactly was said, but which we had already communicated. It said

"We would like to initiate an investigation into your case to fully understand the circumstances and provide a resolution as quickly as possible.. In order for us to do so, please kindly provide us the following details within the next 72 hours"

For personal reasons, I was only able to reply to this email after 90 hours. The terms and conditions state that problems must be reported within 7 days of the event. Stubhub cannot define new deadlines retrospectively. This was only defined as a request anyway.

But their answer is ice-cold. No refund as this mail is not answered within 72 hours. Absolutely absurd legal opinion.

The refusal of entry was already clearly proven before the mail. A 72-hour response period does not comply with the GTC.

And finally: We used Stubhub International stubhub.ie and not Stubhub related to Viagogo!

I would like to commend Walter from your customer service team for the exceptional service he provided. He was not only helpful and patient but also demonstrated a genuine interest in assisting with my inquiry. His clear guidance during the seat clarification and booking process made everything much easier for me. Walter is truly an asset to your company, and his outstanding service deserves to be recognised. Thank you for such a great experience!

On February 6th, I had planned to attend the Bill Gates event and purchased a ticket through StubHub. However, the seller failed to transfer the ticket as scheduled on Feb/5th. When I contacted StubHub’s support team on Feb 6th, I was told that the seller had been reached and would reattempt the transfer, but this never happened.

After multiple frustrating calls, the issue was escalated, and I was eventually told that no comparable tickets were available, and I was simply issued a refund. This decision directly violates StubHub’s Fan Guarantee, which states:

“We will, in our sole discretion, attempt to locate and facilitate delivery of your tickets. If we do not receive confirmation that the tickets you ordered will arrive in time for the event, we will, in our sole discretion, provide you with comparable or better replacement tickets at no additional cost.”

Extremely Poor Handling of the Fan Guarantee

The most infuriating part of this experience is that StubHub never contacted me to inform me that I would not be receiving a ticket. Instead, your internal team unilaterally decided to issue a refund without notifying me. I only discovered this when I later called customer support and spoke with a different agent.

The proper course of action—per the Fan Guarantee—should have been for StubHub to make every effort to find me a comparable or better ticket and at the very least inform me directly if that was not possible. Instead, your company simply abandoned its responsibility without communicating with me, forcing me to waste even more time calling in to figure out what happened.

This is not just a minor oversight—it is a complete failure of customer service and an outright violation of the guarantee your company claims to offer.

Customer Support Failures

Beyond the Fan Guarantee violation, my experience with StubHub’s customer support was shockingly bad. Here are just a few examples of the inefficiencies I encountered:

1. Phone System Redundancy: StubHub’s automated system requires customers to input their order number, yet the support agent asks for it again upon answering the call, making the process unnecessarily repetitive.

2. Repeated Requests for Delivery Email: Despite submitting my delivery email address through the app, multiple agents still asked for it again over the phone, adding to the frustration.

3. False Information from an Agent: One support agent falsely claimed that tickets could not be delivered to an Apple Private Relay email address. However, I did not use such an email for the ticket transfer, meaning this claim was entirely unfounded.

Persistent iOS App Issues

Beyond this particular incident, StubHub’s iOS app has been unreliable, frequently freezing and becoming unresponsive. This severely impacts the ability to browse, purchase, and manage tickets smoothly. Given that StubHub operates as a tech-driven platform, these ongoing technical issues are unacceptable.

Update on initial review.

I finally got my refund for fraudulent tickets. Juan Carlos contacted me directly and was excellent. Very apologetic and explained occasions fraudulent tickets do get into circulation. He was extremely pleasant and appreciated him reaching out. I would use stub hub again based on my experience with Juan. Christine.

DO NOT USE…. SCAM WEBSITE!
Should be called ScamHub!

Purchased tickets from StubHub which turned out to be fraudulent. Entry to the event was denied and questions asked by secutitu as to where I got the tickets. I was escorted off the premises and told the police would be called if I came back!
I was left totally embarrassed with other people I had tickets for, not to mention the significant wasted travel costs incurred.
StubHub have refused to give me a refund and been extremely rude in their correspondence!
AVOID AT ALL COSTS AMD STICK TO OFFICIAL CHANNELS

Bought tickets for a football match as a gift then started to panic after reading reviews! No need to panic at all, was told by stubhub they would ensure I got tickets if the ones I purchased were not legit or didn't arrive but there was no need. Tickets arrived early, with great communication from the seller. Will be using again for futher purchases! Made a great present for my partner!

Got used tickets, no entry and no refund,

Order # 596460904.

After being contacted by a new customer service expert, we were able to come to a agreement both parties were happy with. All settled.

SCAM ALERT SCAM ALERT!!!
DONT NOT USE THIS SERVICE!!
I tried to buy tickets in Liverpool for a game. Dream seats. The seller immediately pulled the “Bait and Switch” scam. He tried to move me to various lesser quality locations around the stadium. Eventually I had to quit messaging with the scammer and go back to StubHub themselves. For what it’s worth, StubHub attempted to resolve the situation but the seller clearly never had the product he had listed. I suspect this is a scam he uses frequently to scam unsuspecting international travelers. I used LiveTickets and it was super easy. Tickets in 4h, no hassle. Saved a once in a lifetime trip.

UPDATE 18/12
After leaving my initial feedback, the customer service team reached out to me via phone, and we were able to reach an agreement regarding the matter. While the postal delivery was attempted on time, it was the Royal Mail that failed to handle it properly. As a result, they had no choice but to pay the seller. However, given the circumstances, I was offered a partial refund, which I appreciate.
Overall, the takeaway from this experience is that traveling from abroad with a paper ticket can be quite risky due to the unpredictability of postal services. I understand that this issue is not StubHub's fault.

I am writing to express my deep disappointment regarding the issues with my ticket purchase for Arsenal-Everton game (14th Dec).
I purchased tickets for this event a month ago, specifically choosing this option because electronic tickets were promised. However, two days before the event, I was informed that the tickets would instead be paper-format, and I was asked to provide a UK address for delivery. As we traveled from Hungary to attend this match, this was quite challenging. Nevertheless, I managed to provide the address of a friend in London to ensure the tickets could be received.
Unfortunately, despite the Royal Mail Special Delivery service being used, the tickets were not delivered. My friend was at home all day on Friday (13th Dec) waiting for the delivery, yet it was not successful. I hoped the tickets might still arrive the next day before the event, but sadly, they did not. I have checked the tracking later and they delivered to the chosen post office at 14:30 (match started at 15:00) so unless you live next to the stadium there was no chance to got the tickets in time.
I repeatedly attempted to contact your team for assistance. I was promised a callback that never came, and despite making further calls and sending multiple emails, no resolution was provided before the start of the match. As a result, I was unable to attend the event for which I traveled with my two children all the way from Hungary. This was an incredibly disappointing and frustrating experience for all of us.
Given the circumstances, I was immediately asked for a full refund by email. There is no answer from customer service since then. FanProtect 100% Guarantee? Looks like 100% SCAM at the moment. I am willing to change this review if someone replys my email and giving back my money!