StubHub: Event Tickets

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of StubHub: Event Tickets's key feedback

Ticket Delivery Failures

A significant number of users report not receiving their purchased tickets on time, with some only getting them hours after the event started or not at all. This issue affects approximately 30% of users, leading to missed events and ruined experiences.

I bought tickets well in advance, but they never showed up until two hours after the concert started.

Poor Customer Service

Many users express frustration with StubHub's customer service, citing unhelpful responses, long wait times, and a lack of resolution to their issues. This problem impacts about 25% of users, leaving them feeling unsupported and dissatisfied.

Customer service was horrible, and they refused to give me a refund or any compensation.

High Fees and Hidden Costs

Users frequently complain about the high service fees and hidden costs that are not disclosed until the final checkout page. This affects around 20% of users, who feel misled by the pricing structure.

I was shocked to see the fees were almost as much as the ticket price itself.

App Glitches and Usability Issues

The app is reported to have numerous glitches, including login issues, crashes, and difficulty accessing tickets. Approximately 15% of users experience these technical problems, which hinder their ability to use the service effectively.

The app kept crashing, and I couldn't access my tickets at the venue.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

SeatGeek

SeatGeek receives high praise for its user-friendly interface, ease of use, and reliable ticket purchasing experience. Users appreciate the transparency in fees and the ability to view seat views before purchasing. The app is often described as intuitive and efficient, making it a preferred choice for many.

#2 RUNNER UP

StubHub: Event Tickets

StubHub receives mixed feedback, with users appreciating its reliability and customer service, but also expressing frustration over app glitches and high fees. While many find it easy to use and appreciate the 3D seat views, others have experienced issues with ticket delivery and customer support.

#3 Straggler

Ticketmaster

Ticketmaster is often criticized for its high fees, poor customer service, and technical issues with the app. Users frequently report problems with logging in, accessing tickets, and receiving adequate support, leading to a generally negative perception despite its widespread use.

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Nuggets

Major Highlights of the Week

Ticket Delivery Failures

Tickets often fail to be delivered on time, leaving users without access to events despite having paid. This issue undermines the reliability of the platform and damages customer trust.

I bought tickets well in advance, but they never showed up, and I missed the concert.

Customer Service Issues

Customer service is frequently unhelpful, with users experiencing long wait times and receiving inconsistent information. This results in unresolved issues and increased customer frustration.

I contacted customer service multiple times, but they only gave me excuses and no real help.

Hidden Fees

Users are often surprised by hidden fees that significantly increase the total cost of tickets. This lack of transparency leads to dissatisfaction and a perception of being overcharged.

The ticket price was reasonable, but the fees were almost as much as the ticket itself.

App Glitches

The app is plagued with glitches, including login issues and crashes, which hinder users from accessing their tickets. This technical unreliability frustrates users and disrupts their event plans.

The app kept crashing, and I couldn't access my tickets on the day of the event.

Fraudulent Listings

There are instances of fraudulent ticket listings, where users receive invalid or duplicate tickets. This compromises the platform's integrity and user safety.

I bought tickets that turned out to be fake, and I was denied entry at the venue.

Inadequate Refund Policies

Refund policies are perceived as inadequate, with users struggling to get refunds for undelivered or invalid tickets. This creates a negative customer experience and diminishes trust in the platform.

I never got my tickets and StubHub refused to refund me, leaving me out of pocket.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Ticket Delivery Failures

Tickets often fail to be delivered on time, leaving users without access to events despite having paid. This issue undermines the reliability of the platform and damages customer trust.

Customer Service Issues

Customer service is frequently unhelpful, with users experiencing long wait times and receiving inconsistent information. This results in unresolved issues and increased customer frustration.

Hidden Fees

Users are often surprised by hidden fees that significantly increase the total cost of tickets. This lack of transparency leads to dissatisfaction and a perception of being overcharged.

App Glitches

The app is plagued with glitches, including login issues and crashes, which hinder users from accessing their tickets. This technical unreliability frustrates users and disrupts their event plans.

Fraudulent Listings

There are instances of fraudulent ticket listings, where users receive invalid or duplicate tickets. This compromises the platform's integrity and user safety.

Inadequate Refund Policies

Refund policies are perceived as inadequate, with users struggling to get refunds for undelivered or invalid tickets. This creates a negative customer experience and diminishes trust in the platform.

Quotes of the week

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I bought tickets for a concert, and they never arrived. Customer service was unhelpful, and I missed the event. StubHub's guarantee is meaningless. Never using this app again.

Sam24680 $@/\/

Bought tickets for a game, but they were sold out from under me. StubHub offered standing room only as a replacement. Their guarantee is a joke. Avoid this app.

A Google user

StubHub's fees are outrageous, and they hide them until checkout. I ended up paying almost double the ticket price. Never using this app again.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

I bought tickets for a concert, and they never arrived. Customer service was unhelpful, and I missed the event. StubHub's guarantee is meaningless. Never using this app again.

Candice Wu

App Store

Bought tickets for a game, but they were sold out from under me. StubHub offered standing room only as a replacement. Their guarantee is a joke. Avoid this app.

Kelly Williams

Google Play

StubHub's fees are outrageous, and they hide them until checkout. I ended up paying almost double the ticket price. Never using this app again.

Koray Okumus

Google Play

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User Experience Report

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StubHub: Event Tickets

Top Insights This Week

Ticket Delivery Failures

Poor Customer Service

High Fees and Hidden Costs

App Glitches and Usability Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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