StubHub International
View company profile →
Terrible experience — denied entry, no concert, chasing refund
This was my first time using StubHub, and it turned into the worst ticket experience I’ve ever had. It started not so good with the price. On the event page I selected “Show prices with estimated fees,” but the final charge was about £20 more. Annoying, but I went ahead. I received my Coldplay ticket within 5 minutes and thought everything was fine and seem it was worth the sacrifice of paying more than double the face value price. The problem was when I got to Wembley at 6:45pm, I was denied entrance at the turnstile. The screen said “Ticket already used.” So , I had to go to the ticket office, where staff checked and told me the ticket had been scanned at 4:45pm, two hours before I even arrived. The look they gave me was basically: this is a resale ticket, this is what happens. So I wasted a 3-hour round trip, extra travel costs, and more time on the tube than at Wembley itself. On top of that, I had the embarrassment of being treated like I was trying to sneak in with a fake ticket in front of security and other people. I contacted StubHub’s chat bot, they sent an email, I sent them the documents they asked for as soon as I arrived home, but got no confirmation. Next morning, I then had to call their helpline, where the agent was polite, helpful, asked me for more details, and he said they'll look into it and come back to me in 72 hours. That doesn’t fix the fact I missed the event, had a humiliating experience, disappointment of not seeing the concert, wasting my time, and my stress of chasing a refund. On another note, it is absurd that Wembley Stadium accepts ticket screenshots, so, it is a gamble to see if a fraudster takes advantage of the system, like it was my case. I do hope that StubHub’s guarantee, is more than a selling slogan and I get my refund. All in all, this was a terrible and stressful experience. I paid for nothing, missed Coldplay, wasted my time, and now I’m left chasing StubHub for a refund or solution. Depending on the solution, I’ll amend or leave this rating.