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:04/04/2025

  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 filing a complaint against AXS for deceptive, exploitative, and anti-consumer business practices. On April 4, 2025, I attempted to buy tickets through their platform and was charged $370, almost $200 above face value, for a single ticket. AXS enables and profits from scalping behavior on its own platform while failing to provide a functional purchase ****************** vanish within seconds of release, only to reappear instantly on AXSs own resale marketplace at grossly inflated prices. AXS then charges an additional service fee on these resales, profiting twice from the same ticket. This incentivizes scalping and exploits fans.Worse, AXSs checkout system is broken. I added tickets to my cart multiple times, only to receive a generic There was a problem with your payment message, despite trying three valid payment methods. In other cases, after submitting payment, I was kicked back to the ticket screen with a message saying the tickets were no longer available, despite being in my cart. This kind of failure is unacceptable, especially when it results in users being pushed to the resale market AXS benefits from.There is no meaningful support or accountability. Customers are left with no resolution and are funneled into paying inflated resale prices for tickets they originally secured. This is not just bad service. It feels like intentional manipulation.AXSs system is unreliable, unfair, and clearly designed to extract maximum profit at the expense of fans. I request that the BBB investigate these practices and hold AXS accountable for their failure to provide a fair, transparent, and functional ticketing experience.Sincerely,Alec

  

  Business Response

  Date: 04/11/2025

  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:04/04/2025

  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.

  Today, April 4 2025 & yesterday April 3 2025 I was attempting to purchase tickets to ************** at *********. After being denied tickets yesterday being told they sold out even though I registered for the presale window and was in the que on time with a emailed code, I was told the tickets were sold out!! This is within seconds of getting into purchasing window mind you. I was then by other fans on a ******** fan page that I could buy tickets today. The ridiculous and scandalous thing is that despite this ticket selling site saying they are cracking down on on bots buying up tickets or only allowing people to buy 4 tickets each, to prevent tickets from being jacked up in price, that's exactly what this company is doing!! Upon getting into the sale today on ************************** I'm being shown all tickets available for purchase are "Resale tickets" bumping ticket costs from affordable $200-300 to $450-$1000 and up PLUS adding a $325 resale fee!!! Like what the hell?? How greedy can you get ?? How many americans can afford $1000 concert tickets?? How can I not be the first to want to purchase a event ticket that's not already bought by insiders & reselling the ticket marked up at absurd costs??Why can this ticket selling company buy up/or allow others to buy up tickets bf they are available to the general public and mark up the tickets 3-4x what they would have cost??!What happened to being able to buy a ticket outright before someone bought hundreds of tickets and sells them back to axs to make a profit?? These types of ticket ********************* need to be broken up and not allowed to keep events affordable for the average american & not just the wealthy!! ************************** needs to adhere to blocking people from buying tickets in bulk and reselling them the next day at large mark *** like they claim to be doing!! Instead it seems like they're the ones brokering the increase in ticket costs on their own platform & probably pocketing a percentage of the upcharges!!

  

  Business Response

  Date: 04/11/2025

  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: 04/17/2025

   
  Complaint: 23161755
  
  I am rejecting this response because it gives me no solution!! This business needs to right its wrong by giving me or selling me a ticket. No other form or amount of apologies works!

  AND  I want the Better Business Bureau to know that one of AXS' customer service rep **************** made a smart-ass, snarky, passive aggressive comment to me calling me "Flash" at the heading of their message to me!! How unprofessional can you be AXS?? This behavior right here shows this company doesn't care about its conduct & is doing unethical business practices!!  It's bad enough their company is monopolizing the sale of concert tickets that people like me that are working 2 jobs just to afford to live and barely save money, but to then be insulted as we're filing a regulatory complaint?? That's unethical and should be reported to this company's CEO!!

  BBB I WANT A TICKET TO MUMFORD AND SONS AS A COMPENSATION TO THE PERSONAL ATTACK AND SCANDALOUS BUSINESS PRACTICES BY AXS!! Theirs no logical reason I shouldn't have been able to get tickets at face value for this show if I followed the ticket sellers  (AXS) instructions for both the presale and the general public sale!
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 04/18/2025

  I don't know what else to ask for if not being able to buy tickets at face value that should have been available to me in the first place. Not many Americans can afford a $1000 + event ticket. For the record  I'm willing to buy a ticket at face value, I don't need a free ticket.I only mentioned that in my first reply because the expensive prices kept me from buying a ticket as I planed , with my putting in the effort of participating in the artist pre sale and regular public sale. 
  

  More importantly, in saying I'm willing to buy a ticket at face value that I and other members of the public never got the chance to do.  I want to state that it's very important this ticketing agency and their reputation be held accountable for their manipulation of ticket prices & monopoly of ticket sales as to why I filed this complaint  with the BBB to begin with.
  

  

  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:04/04/2025

  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.

  On April 2nd, 3rd, and 4th 2025, I attempted to purchase tickets via two different presales and then the general admission sale to the ************** Red Rocks show on 7/22. I joined all the sales early / right on time and by the time I was admitted to buy tickets it was sold out or I was unable to actually purchase the tickets - on the general admission sale finally there were tickets available but all of them were for resale tickets at 3x the cost of the original sale - on the first presale we saw a few seats going for $150 but they were kicked out of our care before we could purchase. GA seats are now going for over $300. Reselling of tickets that just became available to the general public should be illegal and against business practices - I understand its not - but it falls to AXS to do better and better. They need to have better processes in place to stop scalpers and resellers from over charging. I expect better and need to hear how they will change this practice moving forward so fans are not paying scalpers hundreds of dollars to see their favorite artists. I did everything in my power to get tickets - but am now left with the option of over paying or not going.

  

  Business Response

  Date: 04/11/2025

  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:04/03/2025

  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.

  It should not be legal for a ticketing service to price ***** their own tickets at market rate for profit based on high demand. All tickets directly from these major ticking companies should be sold for the same price unless it is a tiered system or a difference in seating (VIP, balcony). Axs should not hold tickets hostage to mark up at their own rate for profits. If a GA ticket is $90 then it is should be $90 for everyone until they sell out. They are taking advantage of fans. They also dont tell you the difference in price at the time of sale. GA tickets were $90 and sold out in seconds during presale so AXS could charge $175 per ticket and make a profit of fans. It does not even state on the receipt that these were premium tickets, however other fans stating get GA tickets for $90 and they are listed for cheaper on 3rd party websites

  

  Business Response

  Date: 04/09/2025

  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:04/02/2025

  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 used AXS to resell tickets to some of the shows at the *************. I have been trying to transfer the money from selling the tickets from my AXS account to my bank account. Ridiculously, AXS states that it will take 7 to 10 business days to complete the transfer. That ludicrous time frame has expired. The money is not in my bank account but remains in the AXS account. I did not receive any notification as to why AXS refused to transfer the funds. I have unsuccessfully attempted to speak with someone at AXS. The ************************** after advising that all calls were being handled via chat. I was on hold waiting to speak with someone at AXS's 213 phone number for a very long time without any success. I simply want my money transferred to my bank account and I want to know why my previous transfer attempts failed.

  

  Business Response

  Date: 04/09/2025

  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: 04/10/2025

   
  Complaint: 23150763
  
  I am rejecting this response because:

  AXS was simply asking for more information. While some of the money has been transferred, there is still $587.10 to transfer. 
  
  Sincerely,
  
  *** *****

  

  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!

• Initial Complaint

  Date:04/02/2025

  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.

  AXS is purposely gatekeeping real humans from buying tickets to venues in favor of ticket sharks buying the tickets to resell.I was trying to buy tickets for a band coming to town. The tickets were sold through a pre-sale through AXS. This pre-sale was supposed to verify a real buyer vs. one who was purchasing for resale. When I logged on an hour before presale began like instructed, the website believed I was a bot. I thought to myself, thats ok. It happens. Let me go through their steps provided to remedy this. After completing all their steps listed to fix the situation, I still could not log on. I did the next logical thing which was attempt to contact an agent. Their live chat feature begins with an automated set of questions and responses that did nothing but give me the previous steps as recommended remedy. They did not work again so I had to type operator into the live chat box. This then took me to a 3rd party website where I had to join a waiting list to talk to a representative. The website would kick me out of line and force me to restart. I had to do this 3 times. I never got through to an agent before the tickets went on sale. I was unable to purchase the tickets. Never able to log in to buy. It is unfair to the average person to have to compete with bots on websites rigged for bots to win.

  

  Business Response

  Date: 04/08/2025

  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:04/01/2025

  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.

  I had purchased order number ******** for the amount $1,097.20. This was a presale for an event which I had purchased two seats on sec 17 row K. After reaching out to a live agent, I was approved for an exchange by the promoter as the transaction happened in a span of a few hours. Thereafter, I had spoken to a live agent named ****** M, whom assisted me with the exchange transaction. The new seats were now at sec 4 row P, a pair of seats as well. During the exchange, the payment failed for some reason and a support ticket was escalated. She released the old set of tickets and had assign the exchanged seats on my AXS account, despite the payment issue. After checking the mobile app, I noticed now that the seats she assigned me with off by one seat, so I reached out to live chat support again and fortunately spoke to the same agent name, ****** *. She acknowledged the seat number correction (seat 16/17 instead of 15/16), however, she is unable to fix it due to the initial payment issue of the exchange. She had told me to wait till the payment issue was resolved and suggested to add the seat once fixed. After a few moments, I now notice an unrecognize pair of tickets - sec 3 row D on AXS, which I had NEVER authorized as a selection. When I called this out, she abruptly disconnected the chat at around 8.30PM pacific and left me with no option to save the chat log. Now, I have an unauthorized purchase, and my selected exchanged seats are now release for anyone to take. Since there is no support both of phone and chat, I am stuck. I had placed a new order ******** for $1,608.62, with 3 seats for sec 4 row P seats 15, 16, 17. I followed ******** advice to add the additional seat in hopes this will all be properly resolved. I expect a cancellation for the pair of tickets sec 3 row D - which I did not select or authorize, and expect a refund for sec 4 row P seat 15 as this was selected by the agent as a mistake. The replacement seats should be sec 4 row P seat 16 and 17.

• Initial Complaint

  Date:04/01/2025

  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.

  On 25-Nov-24 I purchased a ticket for the Death From Above 1979 show at the ****************** that was originally scheduled for 28-Jan, which was indefinitely postponed by the band on the day of the performance. The concert was rescheduled for a date I am unable to attend (8-Jun-25). My ticket in the AXS app still shows TBD for the new date and I have received no information about whether refunds are available and how to request a refund. On 12-Mar-25 I opened a ticket (********) through AXS' site to request information/assistance. On 19-Mar-25 I received a notice that my ticket had been closed, but no action was taken by AXS. There was a note indicating that they were "streamlining" the process and directed me to use their ** chatbot. I attempted to use the chatbot, but it wasn't even capable of understanding my question,, let alone offer any assistance. The chatbot directed me to log a ticket for further assistance, since it couldn't do anything, which was the same ticket-logging interface I had used to log the ticket that had directed me to the chatbot. I logged a second ticket (********) on 19-Mar-25 explaining that no action had been taken with my original ticket, and reiterating my request for information on the refund policy. On 28-Mar-25 I received notification that once again my ticket had been closed with no action taken and directing me to use the ** chatbot that had not worked for me the first time. I am stuck in an infinite "we are uninterested in providing any level of customer service" loop with ********************. I have uploaded screenshots of the ticket in my AXS app as well as of the AXS interface with the details for both tickets.

  

  Business Response

  Date: 04/08/2025

  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:03/31/2025

  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 diverted us from original web site then sold tickets under venue name. Then charged 4xs what the ticket is listed as. Tickets were never delivered. Had to work with venue to get tickets to event. AXS said what they did was legal and spelled out somewhere in the fine print. Never asked to go to AXS web site. Ticket cost was $40 plus $11.99 fee. Total $51.99 plus 5.5% tax. Charged $165.37 for each ticket. Remember we were diverted to AXS website. Is this legal? Should be a fraud investigation started. AXS phone # is ************

  

  Business Response

  Date: 04/08/2025

  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:03/29/2025

  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.

  Axs does not have functional support and their service does not work. They have stolen HUNDREDS of dollars in service fees and have not responded to over 20 support tickets in a row. I have not been able to buy a ticket in 4 months due to being misidentified as a robot. Their support and bot flagging both need to be torn down and rebuilt from the ground up, especially after the HUNDREDS of dollars in "service" fees they have stolen from me. This company only exists to abuse music fans and profit from the scalping that their service promotes so they triple-dip on the excessive fees.

  

  Business Response

  Date: 03/30/2025

  Hello,
  
  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  
  We are unable to reach out to you via the contact information that you've provided in this form. Please email us from a different email address or update your contact information to continue with assistance. 
  
  Thanks,
  AXS Customer Service