ComplaintsforAXS

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended ******************* on may 31st. Security at this event was nonexistent. No one looked at tickets besides at entry at the gate. I was yelled at by a group of people that I was in their seat and I had to move. They crowded the area and I was unable to get back to my seat. I tried talking to event staff which were no where near any seating areas and they said they would go see what was happening. I went back to my seat and waited for them to come back, all while being right next to the group that had just pushed me out. Security never came back around.

  

  Business response

  07/11/2024

  Hi there,
  
  Thank you for contacting AXS. We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************.
  Thank you for your patience while we review this case further.
  
  Best Regards,
  AXS Customer Service
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased very close, seated tickets for an event, and spent more money on the seats ($180 for 2) than the General Admission ticket prices were ($60 for 2). The event venue was changed to a very small, indoor, unseated venue that was unable to handle the event. The power went out for 2 hours with no bands being able to play, the band I personally went to see only played 2 "acoustic" songs, the venue smelled, and it was extremely hot and uncomfortable for everyone because there was no AC. BEFORE the event, I had emailed AXS in order to get financial compensation or another resolution (future voucher/ect) for the fact that my Seated Tickets were now "General Admission" and I would have to arrive a lot earlier to the venue now to get a decent spot. (The times were also very different on all areas of information, from 4:30, to 5:30, to 6:30 - nobody seemed to know when doors were opening).I don't mind paying GENERAL ADMISSION price (I believe they were around $30 each when I first looked at tickets), but I refuse to pay the full SEATED price (I paid $179.90 for 2 seats), when other people who purchased General Admission now had the exact same tickets entry and area as I did. I would even accept a voucher for future events.I stated in my initial request to AXS that the venue was unequipped to handle this type of event with because it was small (I am familiar with all the venues in this area). And as I stated with the venue being unequipped to handle it, the power went out, and the bands were unable to play their proposed sets. I called AXS stating my concern and request for financial compensation (not a full refund, just the price difference!) in the in following days, I was very kind and not rude at all, and the AXS representative hung up the phone on me after being on hold for 30m! Very unprofessional. I have not yet heard back from my initial AXS request BEFORE the show, and am now filing this complaint because of the rude and unhelpful AXS representative.

  

  Business response

  07/10/2024

  Hello there,

  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation. We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************

  Thanks,

  AXS Customer Service

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AXS bait and switched seats. They didnt list the seat number on the tickets they were selling for an extremely inflated price. They sold me nose bleed seats by only listing the row number and the section number but not the actual seat numbers. They are the farthest corner seats so no way anyone would have bought them had they listed the seat numbers. I want a full refund from the company as they are scamming people into buying their seats by not listing which specific seats they are selling. Its shady and its a scam. In the filter option I choose for it to pick best seats and the fact that they made me think because it was row A that it would be in a good spot because of the filter is wrong and unfair business. Please make them give me a refund as they have a no refund policy and are refusing to help me after they lied to me to make me pay for bad seats. They didnt list the seat numbers until they finally transferred the tickets. Please make the company pay for bait and switching people as well as not properly advertising what you are buying. Only listing the row - A as well as section 3 is horribly deceiving with the filter of get best seats as it makes someone think they will get decent seats in that row. Please make them give me my money back and I will return their horrible bait and switch tickets. Which were sold to me at scalpers price. Please also make this company change their practices. The bait and switch should not be allowed.

  

  Business response

  07/09/2024

  Hello, 
  
  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  
  We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************
  
  AXS CUSTOMER CARE
  ******************************  | Chat Live!
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased, what is for me, fairly extravagantly priced tickets for a big birthday for my mom to see Heart on their Rock and Roll Hall of Fame tour. She purchased her flight ticket and we built in plans around this event. I received the email that the show is postponed with no further information available related to a date. A quick ****** search shows that the lead singer has just started the terrible ordeal of cancer treatment. Its unclear if a future date will be set and even if so that I could get off work and my mom would be able to fly out for a change of dates. When contacting AXS customer servive they said that even though on their own website they encourage and state that resale tickets purchased on their site are 100% valid, safe, and secure they told me that they do not issue any refunds for resale purchased through their site under their gaurantee. It makes me wonder if they understand what any of the aforementioned words mean and their very clear implications. Brand trust is why people take purchase risks. Why would they so care so little about the quality of their brand, the trust of the consumer and then in effect rob the every day worker of their hard earned wages. I wonder If there is be any class actions against AXS for their criminal leaning behaviors as there have been for Ticketmaster

  

  Business response

  07/08/2024

  Hi there,

  Thank you for contacting AXS!
  
  Our standard policy is that all ticket sales are final and that no refunds, exchanges, or cancellations are permitted without the consent of the event promoter or venue. 
  
  We will forward your request to see if an exception can be made. This review can take 3-5 business days; please reach out to us via chat if you have any further questions.
  
  Thank you!
  
  AXS CUSTOMER CARE

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets through AXS website. When I downloaded the app and tried to sign in to check the status of the in app ticket delivery, it says I have to verify my account via a security code texted by AXS. AXS is not texting the code and after multiple attempts, it won't allow me to even try to verify my account. ******************** has taken my money and is now not providing me access to the tickets I purchased.

  

  Business response

  07/08/2024

  Hi there,
  
  Thank you for contacting AXS. We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************. Thank you for your patience while we review this case further.
  
  Best Regards,
  AXS Customer Service
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Kcon La 2024 on June 10. It has been a month since my purchase, the ticket has not yet been processed, which means I am unable to sell or transfer it. Before I proceed the transaction, it said I can sell it to AXS or transfer to my friend if I cant make it to the event. But when Im done with my transaction, I got the email that the ticket will be released on July 23. And I cant sell or transfer until then. Nether did I saw any insurance before I placed the order but the costumer service told me I need to purchase an insurance or all sales are final. I want my money back.

  

  Business response

  07/08/2024

  Hi there,
  
  Thank you for contacting AXS. We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************.
  Thank you for your patience while we review this case further.
  
  Best Regards,
  AXS Customer Service
  
  

   

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 1 concert ticket to a ******************* concert in ******** on July 31, 2024 and $25 for parking for a total of $102.45. The concert was subsequently cancelled. AXS is taking entirely too long in refunding my purchase price for the concert ticket and parking. In these tough economic times, I should not have to wait for my refund, 2 days seems reasonable but it is longer than that, approximately 2 weeks! Unacceptable. I am a Veteran and I am retired on a fixed income. I have contacted axs customer service and they were no help. My purchase details: confirmation number is ********. Please keep this number for future reference. If you need the assistance of ************* please visit our ************************ Support page.Order Date:May 10 2024 ****************** Address:************************************************************************************************************

  

  Business response

  07/08/2024

  Hi there,

  Thank you for contacting AXS! 
  
  I've looked up your order and confirmed that your refund has been processed on our end. The refund was issued on 7/8. A refund receipt has been emailed to the email address on file. 
  
  Refunds typically take 5-7 business days to be credited to your account. If it has not been credited to your account, please reach out to your payment method company to make sure it is being processed on their end. We apologize for the delay and hope the credit appears in your account shortly!
  
  Thank you!
  
  AXS CUSTOMER CARE

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought ADA ******* tickets to see ********************************* in ********* and axs cancelled my tickets without any proper notification

  

  Business response

  07/03/2024

  Hello, 
  
  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  
  We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************
  
  
  AXS CUSTOMER CARE
  
  

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased tickets to a festival coming up in November. At checkout the option to pay half of your total, then pay the remaining half on July 15 was given. I chose that payment method and received an email receipt stating that the half payment was charged to my completed payment method, a debit card. After checking my bank account, I find that I have been charged the total amount of the tickets, not the half amount which I selected and was receipted for. I contact Live Chat, where I was told that they will forward my case to the correct customer service representative and that I would plan to hear back via email in 1-3 business days. After my grocery order declined later in the day, I went back to check my bank account. ******************** had taken half of my payment from my account without my consent. I then call customer service, where I am told that it is standard policy for one that wants to switch their payment to the payment plan. After trying to explain that I selected the payment plan to begin with (with email receipt proof) and that they had charged me again without my knowledge or consent I was told that I should plan to receive reimbursement for the total amount of tickets within 5-10 business days and that it is simply the policy that exists. This policy was not communicated through Live Chat with customer service, or over email (within 1-3 business days) with a representative. I was left waiting to hear from a customer service rep over email for the next few days, instead I was charged the cost of a ticket, taken from my account with no communication or receipt regarding the process. I was left to find the charge on my own with no representative emailing me to confirm that I wanted to move forward with the process or consent to funds being taken from my account. ******************** now is holding

  

  Business response

  07/08/2024

  Hi there,
  
  Thank you for contacting AXS. We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ****************************************.
  Thank you for your patience while we review this case further.
  
  Best Regards,
  AXS Customer Service
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12, 2024 I purchased two tickets to Zed's Dead Deadrocks 10 concert for $300.90. In April I found out that I couldn't attend the event so I put the tickets up for sale on the AXS website and they were purchased by someone. The money ($379) went into my AXS account where it gives me the option to transfer it. I tried to transfer it to my PayPal and it said it can take up to 10 days to go through. It never went to my PayPal. I then tried my bank account and it also never went into my bank account. It has now been over 2 months since AXS received money from the other buyer and it holding it hostage from me. I contacted their chat help and was told they will not give me the money until after the even takes place. They need to be held accountable for shady business practices like this. Why should I have to wait for my money when a transaction was completed through their ecosystem and there is no chance for fraud to happen.

  

  Business response

  07/07/2024

  Hi there,

  Thank you for contacting AXS. We are sorry that you requested your payment outside of the guidelines set for sold tickets. As detailed below, AXS does not transmit resale proceeds, including EFT sales proceeds, to a reseller until after the event takes place, in order to ensure that there are no cancellations of the event in the interim which would require us to come back to you for reimbursement of funds you would receive from a refund of your primary market transaction, in order to then refund the person who purchased your ticket(s) in a resale transaction. Such timing considerations are of particular import currently as ongoing public health concerns and related restrictions on large public events have changed, and may continue to change, many event dates and/or may lead to an events cancellation.
  
  This policy of AXS is detailed on our website (www.axs.com), per the terms of the Purchase Agreement *************, when a resale transaction takes place, the proceeds from Resale Ticket transactions may not be immediately available for disbursement and AXS may delay the disbursement until the associated event has occurred.
  
  After you complete the transfer, the money will be in your bank account in 7-10 business days.
  Please do not attempt to transfer money before the event takes place or your transfer request will be cancelled.
  
  We realize that this potential wait time in availability of funds may be frustrating to a reseller. We hope the information above is helpful to illustrate that the wait time is designed to avoid further inconvenience to our resellers such as yourself of having to unwind the entire transaction and the reseller having to refund the related proceeds within a certain time period if the event is further rescheduled and/or cancelled.
  
  We at AXS strive to make the ticketing experience a positive one for our customers and resellers. We truly value your time and business, and we thank you for your continued patience. We hope that this addresses your query, and please let us know if you have any additional questions.
  
  Thank you!
  
  AXS CUSTOMER CARE

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩