StubHub International: most-reported complaints
Automated analysis of 229 public Trustpilot reviews published 2026-07-30 to 2026-09-27. TrustScore 3.8 from 5,215 total reviews — see the Trustpilot page. Quick answer: is StubHub International legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 44% of the 100 complaints identified in the analysis period. Support issues were also frequent, with 32% of complaints citing unhelpful assistance and 26% noting that support was unreachable. Additionally, 29% of reviewers reported that refunds were refused. The data indicates a rising trend for delivery failures and unreachable support, while complaints about unhelpful support and refused refunds have been falling.
How to reach StubHub International
These are the contact details StubHub International publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone +44 161 802 0667, email [email protected].
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2015-06-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-27 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
TrustScore over time
3.9 → 3.8 across 10 census measurements since 2026-08-31. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-31 (91%, 2.3d) · 2026-09-03 (93%, 2.4d) · 2026-09-06 (92%, 2.3d) · 2026-09-09 (93%, 2.3d) · 2026-09-12 (93%, 2.3d) · 2026-09-15 (91%, 2.3d) · 2026-09-18 (94%, 2.3d) · 2026-09-21 (91%, 2.3d) · 2026-09-24 (94%, 2.2d) · 2026-09-27 (94%, 2.2d).
Severity: 63% of this company’s 100 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.5 days between the experience and publishing their negative review (101 reviews record both dates).
Measured reply time: across 95 negative reviews that received a public reply, the median wait was 1.3 days — the company profile reports an average of 2 days.
Reply quality: of 98 company replies to negative reviews analysed, 18% engaged with the specific problem and 70% were generic templates.
Review provenance: 146 company-invited reviews in the recent window average 4.00★, while 83 organic (uninvited) reviews average 1.81★.
36% of its 106 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 44% of this company’s complaints vs a 23% median across 91 ranked companies in its sector.
Review velocity: 1,448 of this company’s 5,215 Trustpilot reviews (28%) were written in the last 12 months.
What are the most common complaints about StubHub International?
Delivery failed
44 reports · 44% of complaintsrising since 2026-09“Event is today and i haven’t received the tickets.”
The company replied on 2026-08-28: “Shelley, we’re sorry to hear about your experience. We’d like to look into your case further. Please email us with the subject “Trustpilot + Order ID + Email Used for Purchase” at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Alas, the tickets never came.”
The company replied on 2026-08-28: “Stephen, we're truly sorry to read about your experience. However, we were unable to find your transaction in our system because that reference number does not belong to us. In 2021 the StubHub…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they did not send the tickets , and even refund not give it to me”
The company replied on 2026-08-28: “Dan, we’re sorry to hear about your experience. We’d like to look into your case further. Please email us with the subject “Trustpilot + Order ID + Email Used for Purchase” at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
32 reports · 32% of complaintsfalling“I only received an Android wallet ticket despite using an iPhone”
The company replied on 2026-09-08: “S M, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and giving…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I haven't received any calls, emails or voicemails from Stubhub”
The company replied on 2026-08-28: “Daniel, we are sorry to hear about your experience. We have tried to contact you on several occasions to discuss this further, but we understand you may have been busy and unfortunately we were…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“our tickets simply disappeared from the order”
Refund refused
29 reports · 29% of complaintsfalling“they did not send the tickets , and even refund not give it to me”
The company replied on 2026-08-28: “Dan, we’re sorry to hear about your experience. We’d like to look into your case further. Please email us with the subject “Trustpilot + Order ID + Email Used for Purchase” at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“they kept my ticket, my money, and on top of that, they penalized me. Now it seems that I'm the one who owes them money”
The company replied on 2026-08-20: “Andrius, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I bought VIP tickets, and in the end they weren’t available. As a “solution,” I was moved to seats with no visibility”
The company replied on 2026-08-26: “Marta, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
26 reports · 26% of complaintsrising since 2026-09“I was charged €110 for a ticket that had supposedly “sold” at the exact time I was told the listing would be taken down.”
The company replied on 2026-08-13: “Leo, we’re sorry to hear about your experience. We’d like to look into your case further. Please email us with the subject “Trustpilot + Order ID + Email Used for Purchase” at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I haven't received any calls, emails or voicemails from Stubhub”
The company replied on 2026-08-28: “Daniel, we are sorry to hear about your experience. We have tried to contact you on several occasions to discuss this further, but we understand you may have been busy and unfortunately we were…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“there was no actual person at either stick it up or AXS to assist me”
The company replied on 2026-09-21: “Anthony, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
Not as described
12 reports · 12% of complaintsrising since 2026-09“unaware that you're about to buy standing tickets in a totally booked lower section”
The company replied on 2026-09-15: “Lasse, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I only received an Android wallet ticket despite using an iPhone”
The company replied on 2026-09-08: “S M, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and giving…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I bought VIP tickets, and in the end they weren’t available. As a “solution,” I was moved to seats with no visibility”
The company replied on 2026-08-26: “Marta, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
11 reports · 11% of complaintsrising since 2026-09“I was charged €110 for a ticket that had supposedly “sold” at the exact time I was told the listing would be taken down.”
The company replied on 2026-08-13: “Leo, we’re sorry to hear about your experience. We’d like to look into your case further. Please email us with the subject “Trustpilot + Order ID + Email Used for Purchase” at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they kept my ticket, my money, and on top of that, they penalized me. Now it seems that I'm the one who owes them money”
The company replied on 2026-08-20: “Andrius, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I can no longer properly access my account”
The company replied on 2026-09-08: “Yusuf, we´re truly sorry to read about your experience. That´s definitely not the service we want to provide to our customers. We appreciate you taking the time for leaving us your feedback and…”
Our classifier read this reply as a template response.
Compare StubHub International with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.