“I wish I could leave a different review - but StubHub failed us is every way possible, even with several opportunities to make it right.
IN SUMMARY: Customer service is unequipped to actually help customers, bogged down with canned scripts and false promises of ‘escalation’ to their ‘Relevant Team’ - who has proved to be anything but relevant to actually support buyers. Our family’s ordeal is below:
We ordered 3 tickets to the F1 Canadian Grand Prix for race day on Sunday. A gift to our son for his 10th birthday because he loves F1 and wanted to see Max Verstappen race!
We made our purchase through StubHub in April 2025. In mid-May, the seller transferred tickets. However, they sent them for the incorrect day. After 3 calls to customer service and three virtual chats with customer service - I finally reached a representative that I thought could help. She directed me to return the tickets so they could get them back to the seller - otherwise the seller would not send the corrected ones. So I did as asked and returned the tickets through a StubHub email the representative provided. Days followed and the corrected tickets were never sent. Customer Service kept saying the seller has until the day before the event to send them - but never acknowledged the sellers initial error as them being at fault. That I just have to wait - as per their standard delivery window. And if the seller doesn’t correct the ticket transfer - not to worry, because my purchase was covered by their ‘Fan Protection Guarantee’. Meaning StubHub will find me like or better tickets or a refund of the tickets aren’t delivered by the start of the event. Which is not helpful when you are traveling across the boarder for the event.
I followed up 5 more times between the return of the tickets to when we were to depart Charlotte, NC USA for Montreal, Canada. Each time - customer service assured my tickets were confirmed and coming via mobile transfer the day before the race.
We arrived in Montreal and as of 6pET - still no tickets.
After chatting via their website and calling Customer Service another 5x - being disconnected twice, they cancelled the replacement order and issued a new ticket order with Ticketmaster. They confirmed the tickets would arrive by 3:35a PST or 6:35a EST the morning of the race.
Of course, they didn’t come. Then calling customer service again - I was told they are still coming. To wait for an email and they will arrive before 8:30a - when the gates opened for the race.
Again, no tickets. This time - I was told to remember StubHub is only a third party and that I knew that when I bought the tickets. The agent completely placed the issue at my feet - basically suggesting it is my fault for not having the tickets. That the seller just didn’t come through - and it’s not their fault. She advised me to wait for another email - I asked she not hang up with me until I received the email as we had already missed the transportation to the race. She wanted to get off the phone saying the ‘Relevant Team’ was escalating the issue. (I had heard the ‘Relevant Team was looking into the issue from about 5 different people by this point - and I knew nothing was going to come of it). I asked to speak to a manager or be transferred to the Relevant Team…but of course, they do not have the ability to transfer. Then an email from StubHub came - and it said, ‘We Enjoy The Event Today’….WHAT?! I shared this with the rep that wanted to get off the call, and she said - ‘oh, I do see that.’ So, she started the escalation process over again and re-read her script about escalating to the ‘Relevant Team’ and to wait for an email.
Needless to say - tickets never came. My son’s 10th birthday was ruined and we spent more than $2K in travel alone - only to be let down by StubHub.
I’ve dried my son’s tears - mine too, and we will head back to the states with a devastating disappointment that he will remember forever. Some 10th Birthday present…simply awful.
Again, Customer Service is unequipped to actually help customers, bogged down with canned scripts and false promises of ‘escalation’ to their ‘Relevant Team’ - who has proved to be anything but relevant to actually support buyers.”
“Initially good experience buying tickets. However, the seller never transferred the tickets. I contacted StubHub via chat at noon day of event and was told no problem, many ticket holders don't release the tickets until 5pm or 3 hours before the event. No tickets at 5pm. We went to the venue for dinner in advance and chatted with support again. The app logged me out twice during the process which cancelled my chat. Eventually, I chatted with an actual person about 6:30pm. I have to say she really cared and wanted to get me my tickets. The seller never responded and I was offered alternate tickets which were comparable. However, that still took time and I didn't take possession of tickets until 7:30pm. Entered the venue and had a great time.
I had a fantastic experience the prior week for a Yankee game. However, those were automatic download.
I will never buy tickets that are not automatic download. If they cannot find you tickets you are out of luck. yes you get your money back but If I had to go to a stadium I never would have made it in time.”
“The absolute worst customer service in the world. I bought a parking pass next to Progressive Field and paid $30. I had knee surgery and couldn’t walk far. The pass I received was 1.1 miles from the stadium and not even in a garage. I contacted customer service immediately and have spent hours on the phone and online with them. They keep saying it’s being reviewed. No refund. So now we are disputing it with our credit card company a week after the event. Ridiculous.”
“Horrible customer service and unwilling to attempt to offer any sort of support for first time customer who made a mistake while using the site. When calling to attempt to resolve the situation employees on the phone were extremely rude and insincere!!”
“Allowed me to shop multiple dates and different seat choices over several days before settling in the best selection for us. Great follow through on ticket delivery and steps to add to wallet. Very pleased!”
“DO NOT TRUST STUBHUB ... I bought tickets for the Mets game on 6/11/25 through Stubhub, received an order number, retrieved my e-tickets, and saved the tickets to my iPhone's wallet. The 2 tickets had the bar codes and everything looked great . . . until shortly before the game the bar codes disappeared from the tickets. The tickets were no longer valid and we were denied entry into the game. Apparently, the seller was able to take back the tickets, presumably to sell them to someone else to collect twice, or to receive a higher price. I called Stubhub customer service and although they promised to give me "alternative" tickets, after about 30 minutes and missing 3 innings of the game, I was told that could not be done and I would be refunded the price of the tickets. I was able to gain entry into the stadium but had to buy inferior seats from the ticket counter and missed about a third of the game. If this were a sold out event, I would have missed the entire game. I will never trust Stubhub again and will use other ticket vendors for now on.”
“I bought a ticket for a garage spot since I do not know the area and wanted to make sure that I would be close to the theater. When I got there it was not a garage, but a grosery store parking lot. It was a fragulent charge and Stub Hub blamed me for not doing more to check out where the spot was before I bought ticket. I feel this is not good customer service and will not use this service again.”
“My seats got cancelled on Thursday before the show on Saturday. I was in a panic because we are 5 hours from Houston. We were leaving from work on Friday because it is an hour closer. Without tickets i was not going to make the drive. I spoke to 4 reps at stub hub before the last one on Friday. I wish I could remember her name. I told her the problem and in about 2 hours we had our tickets. They were even better than the original tickets. The show was great. Thanks for fixing the problem. The only reason for 4 rather than 5 is that it took 4 reps to get to the bottom of the problem. Rock on.”
“While the site is fine for transactions... do not trust their customer service department!!
My daughter sold a ticket to Taylor Swift on StubHub last November by accident. She was beyond devasted as she only meant to post one ticket but she accidently posted two. The site actually allowed her to post the same seat twice!! She called immediately and they said they had to honor the process/contract... which is totally fine and acceptable. She was out over $2000 and is a university student and it was her fault. Hard lesson learned but I understand their contract language. What is not fine is what followed... a manager guaranteed as a special exception a 40% credit (for future concerts) as she had never used the site before.
Here is the problem... it has now been 7 months with over 5 calls (usually 30 to 45 minutes) to different supervisors to re-explain the situation who all escalated the issue, read the notes in the file and promised since a manager guaranteed the approval it would happen and I just had to be patient and wait as these things take time.
Today a customer service rep told me that I had been misled and that it was declined. I can completely understand why the rules are in place, however, once an exception is made from a "manager" representing your company, you would think they would honor that.”
