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Complaint Details
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Initial Complaint
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to STS9 at ********************** on July 20th 2024. When i got to the gate at ********* i realized i had forgotten my phone with the tickets. An AXS employee transferred my tickets without my knowledge to their account ( ************************************** and let me and my partner go into the show. An hour later the show was cancelled due to weather. When i went back into my account the tickets were no where to be seen. When contacting AXS they refused to help me get my tickets back in my account for a refund. I want my tickets back in my account and i want my total of ****** refunded to my original form of payment. I have asked to speak to a supervisor which none of the AXS employees would connect me. I want my tickets back now. I will not allow AXS to knowingly steal tickets from their customers.
Business response
08/08/2024
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
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We had bought parking tickets for an event in *********** this past weekend. The event holder did not allow parking at the site designated despite designating a parking lot building even though we were in the location at the designated time and date.Chat customer service concluded that "the event has passed and we do not refund for past events."The customer service representative over the phone said they do not guarantee refunds because the event has passed.No one at AXS seems to want to resolve this issue.Business response
08/11/2024
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 ServiceInitial Complaint
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought tickets to an event being held august 3rd 2024. They changed the venue, and said they were honoring our tickets. Our tickets are not in the same row they would have been at the original venue we are further away from the stage and they separated our tickets. So not only are we not sitting where we would have been for the price we paid they also separated us. We contacted axs and explained the situation and asked for a refund. They denied the refund and said they would no longer discuss the matter.Business response
08/11/2024
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 ServiceInitial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received the festival tickets when logging in but didnt receive the tickets to the KCon *countdown, which is the concert with reserved seats. I paid the full price which came to $309.54 EACH ticket (which was inclusive of the festival portion and the * Countdown concert (the main event))and was supposed to receive tickets in section 102 row 19, seat 11 and section 102 row 19, seat 12. Confirmation numbers are ******** and ******** The email addresses i bought the tickets were **************************** And *********************** I had to use two email addresses because they only allowed you to buy one seat under each account and i wanted two seats. I did put in support tickets online because when i called Saturday morning (the day of the concert) i was put on hold and didnt wanna stand around and wait because i wanted to go to the festival portion on the day of the event at around 10am (the concert started at 6:30pm so i notified them long before the concert began. Also they didnt contact me to say anything about my tickets they just sent emails asking how i would rate the support i received, which was nonexistent . I did send in another support request via the virtual assistant on *onday because i wanted to know the status of my cases Thank you for your time Anyhow i have screen shots of the support tickets i submitted on Saturday morning . I called axs and they said because i didnt call Saturday or Sunday they cant refund me and said the tickets were in my account but they werent. I had to buy two more tickets to get in the concert . I did call but was put on hold so thats why i submitted support emails. Please help me get my money back. Also plz noteBusiness response
08/08/2024
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
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted AXS customer support because I was receiving an error when I tried to purchase tickets to a show in ******. I received a reply from the **************** I was told it was a bot detection issue. I explained that I had tried from multiple devices and multiple accounts. I even had my friend try and she got the same error. I kept getting the same advice over and over again. Ive gotten more sophisticated help from AI. One of the service representatives suggested that I get a friend in the ** to purchase the tickets for me. I live in ****** and am trying to buy tickets to a show in ******. I then called, and I was told to clear my cookies. I did that, which didnt work. I sent screenshots of multiple error messages. I have spent hours trying to resolve this issue and the support team doesnt even have the courtesy to read my email before replying. They then closed my ticket without ever resolving the issue. They also refused to connect me with a manager. I would love to be able to receive some actual assistance because I want to attend the concert. Failing that, I would at least like some compensation for my time and frustration. I have never filed a complaint before, but this is the worst customer service I have ever received in my life.Business response
08/08/2024
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!Customer response
08/16/2024
Complaint: 22056661
I am rejecting this response because: AXS told me they would get back to me and never did. They still haven't resolved the issue.
Sincerely,
*****************************Business response
08/20/2024
Hi there,
Thank you for contacting AXS. Upon further review support received confirmation that we do not have any blocks on our end causing you to be unable to purchase tickets online. They advised that they have cleared your IP address and you should not have an issues with purchasing tickets.
Best Regards,
AXS Customer ServiceCustomer response
08/21/2024
Complaint: 22056661
I am rejecting this response because: This is at least the 4th time AXS has sent me this same message. They insist that I "should" be able to purchase a ticket now because they have cleared my IP address. Each time, I try and get the same error, send them a screenshot, and then they suggest other things they have already suggested and have already failed to work, such as clearing my cookies. My IP address should never have been considered as a possible issue to begin with, as I explained to them multiple times that I have tried from multiple IP addresses. I even had my friends try from different accounts. They seem incapable of understanding that there is a problem with the event page that is affecting everyone, not just me. What's more, they often don't reply to my messages for more than a week. It seems they are hoping I will go away if they just ignore me and don't solve my problem. A decent customer support team would try to figure out what's actually causing the problem instead of cycling through the same troubleshooting suggestions that any average person could find on the internet. I want someone to attempt the purchase and see that it is not working and resolve the problem. I have purchased tickets to two other AXS events in the meantime and would also like to receive a credit for one or both of these purchases to compensate me for the hours I have spent completing the same pointless attempts to solve the issue, all without an apology for how frustrating this situation is and without a thank you for my patience.Sincerely,
*****************************Initial Complaint
07/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had purchased tickets for the **************** through AXS and unfortunately could not attend. I sold 3 of the 4 tickets through their resale platform. After waiting their required 10 business days, I requested a refund through my ****** account. It has been a month and a half and I have not received my funds. I have attempted to contact AXS through online chat and phone and they have never been online r picked up the phone when I called.Business response
08/08/2024
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
07/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Transaction date 6/16/2024 Order tickets through AXS Marketplace for an event listed as the band Bad Brains playing the Whisky A-Go-Go on July 31st in *********** . When I looked at reserving accommodation for the event in mid July, I found that the band was not actually playing the event, it was the lead vocalist only, and the show is listed as HR of Bad Brains on the venues website. I contacted AXS Marketplace on July 19th for a refund because it was false advertizing, as seeing the original lineup of a band is completely different than just seeing the lead vocalist. The music genre isnt even the same, Bad Brains are a punk band and HR plays reggae music. AXS said they would open an investigation and would get back to me in 3-5 business days. When 5 business days had passed I called them back on July 26th. During the call they refused to give me a refund because they said that because the lead vocalist was playing, then that is the same as the band, which is completely untrue. They also said that their Ts&Cs do not allow for any refunds regardless of whether the event was listed incorrectly! At the time of writing this the event is still listed as Bad Brains on AXS Marketplace website, so other people are probably buying them not knowing of this issue. As an example their competitor StubHub has the event correctly listed as HR of Bad Brains and not just Bad Brains. The ticket itself also says HR of Bad Brains and not Bad Brains. I gave the example that if an event was listed as ******** but only *********************** was playing then that would be incorrect, but it seems like because this is a less popular act they feel like they can do whatever they like with no concern for misleading buyers. I would like a refund, an apology from AXS, and some kind of guarantee that they wont mislead other music fans moving forward.Business response
08/08/2024
Hello,
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
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased AXS tickets for a concert via presale on February 8 2024. I realized the tickets were non-transferrable when I purchased them. However in April 2024, AXS announced another concert with the same artist, the night before the one I bought tickets to. There was no way to purchase tickets to the first show without purchasing tickets to both shows as a bundle offer. So I rebought tickets because that is what the venue told me to do.I should be entitled to a refund for the original purchase because they sold me the tickets before the bundle offer existed or the first night show was even scheduled. I have insurance for the tickets but they will not cover them because the mistake was made by AXS and the show promoters.Business response
08/08/2024
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
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased tickets to an event through this company. The event has been subsequently postponed. We live in another state and these tickets were purchased for an event that would take place while we were on vacation near the venue. Since the event is postponed, we have no way to use these tickets for any future date as we are in another state and dont plan to return after our vacation. I have requested a refund explaining the situation. The customer service representative was incredibly rude and actually hung up on me. There needs to be a class action lawsuit on this company. The inability to request a refund on a postponed event, without any information on how long they hold your money (6 months? A year? Two years) is unconscionable. I also used the chat function so that I could document their responses. I asked if there was a time limit on how long this concert could be postponed. I was told no. Ill be filing a complaint with the attorney generals office and I hope that everyone else will do the same. Ill also be looking into Federal laws since we purchased in one state and the event would have been held in another.Business response
07/24/2024
Hi there,
Thank you for contacting AXS via BBB. We are sorry to hear that you will no longer be able to attend the new date for HEART. At this time an escalated refund request has been submitted to the Client. Please allow 7-10 business days for this request to be received and reviewed. Once the review is completed we will email you with further directive.
Thank you,
AXS Customer Service
Initial Complaint
07/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Friends,Im reporting AXS delinquency for failing to pay me under an agreement for the resale of concert tickets.* 2-22-24: My original purchase of 2 tickets for ******************* 6-15-24 concert at *************************************; payment of $147.68 drawn by AXS on my **************** card.* 6-11-24: AXS emails acknowledging my concert tickets were successfully posted for resale and then sold; AXS would email me after the event to designate a destination for their payment of $73.50.* 6-15-24: Concert date for event; ******************* at *************************************; effectively, the resale payment is eligible to be paid within 7-10 business days * 7-5-24: No AXS email received; still no payment received as of business day 15; my 40 minute call with AXS agent confirms the destination of their pending payment to my personal checking account; payment promised within 7-10 business days, possibly as late as 7-19-24.* 7-19-24: Still no payment by AXS on business day 10: I made a call attempt apparently after business hours; available business hours Saturday 7-20-24 between 12pm - 5pm CDT * 7-20-24: Still no payment by AXS through business day 10; my call to a rude AXS agent resulted in my having to reconfirm details of payment destination to my personal bank account; agent would refer my case to an AXS accounting team; Im to wait for an AXS follow up response within 3-5 business days, with no assurance of AXS payment at that time; Im to call again if AXS team hasnt responded.* AXS automated system is obviously broken. * AXS immediately received my original purchase payment on 2-22-24; its now been 25 business days since the 6-15-24 date of eligibility for AXS to consummate the resale agreement, and AXS is still delinquent in paying me. There seems to be no end in site.I just want to be paid as agreed. Please helpThank you very much!******Business response
07/24/2024
Hi there,
Thank you for contacting AXS. Upon further review of your complaint I see that you requested your payment for the sold event on 7/5. Since an EFT can take up to 10 business days the funds should have been received at this time. If you still have not received the payment please provide a screen shot of your bank statement showing all posted transactions starting from 7/16. If you have received the payment then we can close out your complaint if not then we will need to send this to our financial department for further assistance.
Thank you,
AXS Customer Service
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Customer Complaints Summary
1,586 total complaints in the last 3 years.
398 complaints closed in the last 12 months.