Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/12/25, I purchased four tickets with an add-on of stadium seat backs for an advertised concert with two headliners: Metric and Bloc Party. On 4/11/25, I received an email about a lineup change, stating that ****** would no longer be performing. I purchased these tickets specifically to see ****** and so I responded asking if I am entitled to a refund. I have now emailed twice with no response. I no longer want these tickets; the experience I spent money to enjoy is now not happening as advertised and sold. I want a full refund. And customer service emails should not go unanswered; this is completely unprofessional.

  

  Business Response

  Date: 04/28/2025

  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

  Date:04/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2025, I purchased an Ultimate Pink Blood ticket (which is VIP ticket in section B2) for the SMTOWN LA Live 2025 event scheduled for May 11, 2025, at ************************** through AXS, paying $1,057.50. I specifically selected and paid for a particular seat based on the seating map and event details available at the time of purchase.Recently, I was informed that my seat had been relocated to section B1 without my consent. Worse, the new seat assigned to me has a significantly inferior view compared to the original seat I paid for. Despite this major downgrade, AXS refused to offer an exchange, refund, or any resolution.This is unacceptable. Relocating a purchased seat without customer consent especially to a seat with a worse view constitutes a misrepresentation of the product and a breach of fair business practices. Desired Outcome:I am requesting a full refund of $1,057.50. If a full refund is not possible, I request a partial refund reflecting the downgraded experience. I also seek an acknowledgment of the issue and assurances that future seat relocations will be properly communicated and fairly handled.

  

  Business Response

  Date: 04/28/2025

  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!

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my frustration and disappointment regarding the recent handling of a concert ticket refund through AXS.I originally purchased two tickets directly through AXS for a concert that was later cancelled/rescheduled to a date that was not practical for me to attend. In addition, I had two more tickets that were transferred to my AXS account from a friend who could no longer attend. Altogether, I held four tickets for this event.On Sunday, April 20th, 2025, I submitted a refund request for all four tickets. This morning (April 21st), I discovered that only two tickets were refunded, and the other two have completely disappeared from my AXS account. After further investigation, I learned that AXS canceled the remaining two tickets without my knowledge or consent, and is now refusing to refund ******* be clear:I spent over $400 on the tickets and more than $600 on hotel accommodations for this event.I followed proper procedures to request a refund in good *********, I am being penalized for tickets that were removed from my account without my permission.This situation is unacceptable. I respectfully demand that AXS issue a full refund for the remaining two tickets that were wrongfully removed from my account. If this issue is not resolved promptly, I will have no choice but to escalate this matter through consumer protection channels and share my experience publicly.Please respond as soon as possible to confirm that this matter is being investigated and that a refund is forthcoming.

  

  Business Response

  Date: 04/21/2025

  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

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets for a Journey concert at the 2025 HLSR. I was then unable to attend the concert and sold my tickets back through AXS. Journey then had to cancel the show. I had not received any funds from the concert. On March 27th I then received and email from AXS stating " If you listed and sold your tickets on ************************ and the buyer of your tickets requests a refund, you will not be paid out according to resale terms. However, you will be automatically refunded for your purchase". I waited and got no refund. I then contacted AXS support to see what could be done and they stated that I would have had to request a refund myself through a specific document by April 4th but there email did not state this. it only stated that option was for people who went to the concert and scanned their ticket, which was not me. I followed the seller requirements drawn out in my email and was denied a refund. So my buyer was able to get a refund and I got nothing. I have not even been able to transfer a balance from any other tickets sold, successfully. This is not ok to do to your customers. I followed the directions given to me and was denied.

  

  Business Response

  Date: 04/21/2025

  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

  Date:04/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello,i purchased tickets through ****** but never received any communications for where my tickets were at, nothing. so i called axs because i didnt see any pending/purchased orders on my account. customer service (rudely) said that there was nothing they could do because i had purchased through klarna and i would have to take it up with them. I had made the purchase nearly three weeks prior and never received any updates but thought fine, i'll eat it and talk to klarna.not two hours after our phone conversation, i received a ticket from the same ***resentative i spoke to. so now im wondering, why did she send me tickets if she herself said that i didn't pay for anything and that i needed to take it up with klarna? you gave me the wrong information, so i go buy the tickets elsewhere from *******, and now you send me the tickets that i supposedly never paid for? so now i was stuck with two tickets, when i only needed one. and no refund. There was so much wrong info given to me, and i ended spending way more than I should have. attached are chat logs with another *** with more explanation plus the ticket i received around three. phone call was at 2:17.

  

  Business Response

  Date: 04/21/2025

  Hello there,

  Thank you for contacting AXS.

   

  It is best to reach out to your point of purchase regarding this matter. We truly apologize for the frustration caused by this situation.

  Thank you!

   

  AXS CUSTOMER CARE
  ******************************  | Chat Live!

  
  

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a presale code for a concert. I was able to fairly quickly get the option to purchase tickets, however, when I was trying to choose seats, I got this message:"To ensure a fair experience for all fans, we actively prevent automated bots from accessing our site. If you're having trouble, please try these steps to continue: (1) Close any duplicate browser tabs (2) Try using a different device or browser (3) Clear your cache and cookies (4) Disable your VPN or Private Relay (5) Switch from Wi-Fi to mobile data. If you still need assistance, our customer support team is here to help! Please share the information on this page when reaching out.Reference Number: 7eiv1zEE4N36UncH9fAd:4zeE"I refreshed and tried to pick seats again, when the message came up again. When I refreshed again, the message didn't go away. Despite getting in quickly to buy tickets, AXS deliberately blocked me. I have purchased tickets over the last few year from AXS and never had any problems. However, this time, they deliberately blocked me, a legitimate buyer, while letting bots snap up tickets. Many were available immediately for resale. I tried two more days to buy tickets. No luck. A ton of tickets are now available for resale at inflated prices. A lot of other people online are complaining about AXS doing the same thing to them. It's frustrating now that I can no longer buy tickets from AXS because they are blocking legit buyers. This allows bots and scalpers to get even more tickets than in the past. This then forces people who actually want to attend the concerts to buy at much higher prices. I contacted AXS support a few days ago to resolve this but they didn't bother to reply. It's disappointing that a business I have always had good experiences with, in the past, is now making it harder for legit buyers to get tickets. It's a win for people buying to resell, but a loss for those of us trying to get tickets for our kids at a relatively affordable price. AXS needs to fix this.

  

  Business Response

  Date: 04/22/2025

  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

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am absolutely disgusted with the practices of AXS and ticket resellers. Ive been a fan of live music for years, but this is becoming a nightmare. On the morning tickets for a highly anticipated concert went live, I was on the website at 10:00 AM sharp, ready to purchase. The tickets were originally advertised as being around $70, with the most expensive ones being under $100. However, when I finally made it through the queue (after waiting for what felt like an eternity), every single ticket was marked up to $240 or more. This is blatant scalping, and it's not just frustratingit's illegal.Its beyond disappointing that AXS, along with other ticket-selling platforms, continues to allow this kind of price gouging to happen. Scalpers are taking advantage of consumers who simply want to enjoy live entertainment, and its infuriating that these practices are allowed to continue unchecked. Its clear that the current system is broken, and consumers are forced to pay exorbitant prices just to attend an event theyre excited about.This isn't just a minor inconvenience; it's a serious issue that needs to be addressed. AXS and other ticket agencies should be held legally accountable for allowing this. There should be no reason why consumers should have to pay inflated prices for tickets that should be available at their original value. These unethical practices should not be allowed to continue.I implore BBB and regulatory bodies to look into this and ensure that platforms like AXS stop profiting off of resellers. It's time for a fair system where fans can buy tickets at a reasonable pricewithout being forced to give in to scalpers and their astronomical markups.

  

  Business Response

  Date: 04/22/2025

  
  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

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to buy tickets for an upcoming show - LCD Soundsystems in ******** ** for Aug 13. I have the artist presale which I tried yesterday and the site was impossible to work - accused me of being a bot, then the site was under maintenance. Gave up after an hour and after following all instructions. Tried again today using the Amex presale code which I have - same thing. I called their support line - as suggeste - and waited for an hour - no one ever answered. I am a single fan trying to buy 2 tickets. I don't have multiple screens open. No trickery. UGH!!!!!AXS is making it impossible to buy tickets. I think AXS may be in cohoots with resellers and is a total fraud or at the least inept, making it impossible for fans to buy tickets at regular retail price.

  

  Business Response

  Date: 04/22/2025

  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

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The AXS ticket app/platform provides ticket transfer via cell phone number. After waiting on hold for 94 minutes the rude customer service representative stated that the service no longer functions even though the option to use it is still available. There is no indication on their app or website that this service no linger works even though AXS is fully aware it does not work and rhat customers in good faith believe it works.Their live chat option refreshes its page often and forces customers to start all over again waiting in line I tried for 2 hours to use live chat which I was told to do and the line went down from 30 or 60 or 40 but the page kept refreshing putting me back to the end of the line all over again. AXS is the only provider for the even **************** April 17, 2025 ***** theater *********** and for cost cutting purposes not provide an amole workforce to offer basic and reasonable service particularly when the service they are offering does not function and they intentionally continue to offer a service they are fully aware does not work.There is no call back service and their live chat option which is indicated to use by AXS but difficult to actually find itself does not function properly. Essentially their customer service is inexistent, The obly way to ise the live chat is to ignore all incoming calls while waiting for your turn to come up which takes ***** minutes rendering the rest of the phone inoperable, *********** 94 minute wait. Lime I said **************** virtually inexistent.

  

  Business Response

  Date: 04/16/2025

  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

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AXS billed me fraudulently for $54.56 for ticket insurance, an option I NEVER wanted or selected, and refuses to cancel it or refund me

  

  Business Response

  Date: 04/15/2025

  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!