I purchased 5 tickets to the Nutcracker ballet back in November 2025 for performance Saturday, December 13. When I arrived at the venue, I was told within half an hour of the show that it was canceled and would not be rescheduled due to a heating problem.
I contacted StubHub on January 24, 2026 to request a refund as they had not provided one yet. They told me I needed written documentation confirming the event was canceled. I jumped through the hoops and contacted the ballet and was promptly emailed proof of cancellation of the event which I sent to StubHub the same day. They confirmed the same-day receipt and said it was sufficient and that they just needed to upload that information on their website and I would get a refund.
Despite this, I never received my refund. I followed up several times, only to speak with different customer service representatives who did not have access to the information I had already provided. I was given the runaround for weeks with no resolution.
I will never use StubHub again. If you want assurance that you will actually get a refund when an event is canceled, by directly from the venue-StubHub cannot be relied on to honor refunds.
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