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: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.

  I bought tickets for a sporting event from AXS and the game starts in just a few hours and I cannot access my tickets. This is the 3rd time out of 3 times that this has happened. It is ironic that this vendor calls themselves AXS because they make it impossible to access the tickets that I purchased and their customer service is totally unhelpful and difficult to reach. Do I travel to the event even though I cannot access my tickets. If I do will I have to arrive hours early to resolve this issue. AXS is a terrible merchant with horrible customer service and every time I have used them I cannot get the service or tickets that I purchased. In the future I will not buy tickets to any even if the only way is to buy them through AXS. So frustrating!

  

  Business Response

  Date: 03/30/2025

  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: 04/01/2025

   
  Complaint: 23133435
  
  I am rejecting this response because: I have already invested / wasted to much time in trying to access the tickets I had purchased.  Your customer service has emailed me 4 times in 24 hours but there was no customer service when I was at the venue being denied access to my login on your app and making me very late, missing the entire 1st period of the game by the time I got to my seats.  I am so disappointed that AXS does not even provide a toll free number to get 24/7 help when your app does not work.  I was chatting with your website robots while my game was starting.  AXS tickets is terrible!
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/09/2025

  Hello,
  
  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  
  We have reached out to you via the contact information that you've provided in this form. Please look for an email from **************************************** that has addressed this issue.
  
  Thanks,
  AXS Customer Service
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23133435
  
  I am rejecting this response because:

  I was not compensated in any way for buying tickets to a hockey game that I could not enter when I arrived at the Arena, because the AXS app was not working correctly and I missed the entire first period while the box office staff assisted in retrieving my tickets that I purchased with AXS and now could now access.  AXS's policy is to only provide electronic tickets via their app and if their app is not functioning properly while entering the venue, their customer service is very difficult to impossible to reach resulting in AXS selling a service, entrance to a venue or event, and then not providing the service that they sold when the customer is delayed access to the venue for which tickets were purchased.    

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/18/2025

  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  We have reached out to you via the contact information that you've provided in this form. Please look for an email from ****************************************************************** that has addressed this issue.
  Thanks,
  AXS ****************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23133435
  
  I am rejecting this response because:  Although AXS said that they sent me a resolution via email or my other contact information that they have on file, I have not received anything from guestservices@axs since 1/22/25 when they sent me a confirmation for the tickets that I purchased.  Contrary to what they have stated, they have made no effort to reach out to me or compensate me in any way.  Very dishonest and very weak to no effort to resolve the problems I had with my purchase.  Their errors led to my losses and my valuable time wasted dealing with lines and a box office that was not very cooperative or coordinated to quickly resolve ticketing problems with AXS tickets.  I would like to see a single email, clearly dated, o show that they indeed contacted me to resolve this matter as they are stating.  They are trying to manipulate the BBB with all of this back and forth and they are trying to take no responsibility for my difficulties using the hockey tickets that I purchased from them, where the failure of the AXS mobile app on two occasions caused me to be delayed entrance upon entering the venue and caused me and my party to miss two of the jersey giveaways that are ended upon the start of the game.  Once we missed an entire period, which is one third of the game, because the Arena Box Office attendant also had trouble accessing our tickets that I paid for and had to have management assist her, finally they found the tickets that I bought from AXS and gave us paper tickets to enter the Arena but we were now so late.  I was ripped off because AXS sold me tickets and then provided no customer service to assist when their app failed upon entering the Arena and only digital tickets were available causing me and my party to miss part of the hockey game on two separate occasions and to also miss the special jersey giveaways that my family was looking forward to receiving also and which we would have received if my AXS tickets that I purchased worked properly, which they did not, due to a faulty app that suddenly while at the Arena kept asking me to log in again each time I logged in.  I even changed my password AND IT DID IT AGAIN AND AGAIN.  Very frustrating, stressful and I did not get what I expected for the price I purchased because the AXS app is buggy and does not operate reliably.  Perhaps instead of going back and forth with this BBB process, which is starting to seem futile, the better avenue may be to go to Small Claims Court with this and get my money back for the tickets if AXS is going to now lie about contacting me to resolve this.  I have no record of an email from their guestservices@axs email as they claim they have sent to resolve this.  Yes, let's take this to Small Claims Court if not resolved with 10 days from today.  I would like a full refund of the price I paid for 2 of the hockey games where I had a lot of trouble entering the venue and at least 2 Gulls jerseys and two bobbleheads that we missed while waiting at the box office window while the box office had a difficult time even confirming our tickets, which she finally did, each of the two times.  Please note that the first two games we attended were trouble-free and the last two games were stressful and disappointing because the AXS app that we were instructed to use to redeem our entrance tickets was malfunctioning on my mobile phone.  Troubleshooting did not help.  The box office used my phone to try additional troubleshooting.  AXS customer service was not reachable by me or the box office.  Finally, after 35 minutes in the last game and over an hour of waiting for the box office to confirm our paid tickets we were permitted entrance.  That is not what I paid for!  Resolve this within 10 days or see you in Small Claims Court, AXS, and I will subpoena the Arena too and the Judge can decide who will refund my tickets to two games, compensate me for giveaways "fan appreciation night", etc.  I have receipts and I dare AXS to show me the email that you stated you sent to me,  because it doesn't exist apparently, but you have lied here to the BBB!  Two seats to two upcoming events and two Gulls jerseys and two bobbleheads or a full refund or see you in Small Claims Court.  No more back and **** on this BBB forum.  It is becoming ridiculous and nothing is getting resolved. 

  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/26/2025

  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 3/7/25 I was overcharged for tickets I have purchased on a payment plan. there was supposed to be 4 payments of $301.25 charged to my card over the span of december 2024 to march 2025. I made a double payment in december and on my payment plan it adjusted to remove march 2025 off the payment plan since I gave an extra payment and the payment plan would be done early in february 2025. on march 7th I was still charged an additional payment of $301.25 even though I had already paid resulting in them taking 5 payments instead of the set 4. I reached out to them on march 7th to receive a refund for that additional payment and they said it would come in 4-5 days. on march 14th, a week later, I called again because I hadnt received anything and they said 5-7 business days, so I waited. come march 14th, I still havent received anything after 2 weeks, and 10 business days days, so I call again and they said that its still processing but that it would take up to 14 business days. I have been constantly misinformed of my refund and now im currently on the 14th business day with no refund, ive received no updates, and I also havent received my tickets.

  

  Business Response

  Date: 03/30/2025

  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:03/26/2025

  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.

  Purchased tickets for a concert from the AXS website on 04/17/2024. On the date the concert was supposed to take place (07/07/24), the venue lost power about an hour into the show. At this time the show completely stopped and after about an hour, staff came on stage to notify the crowd that they did not know when the power was coming back on.After this time, my wife and i left as it was apparent to us, the show would not continue. I contacted AXS Group LLC on that same day (07/07/2024) to notify them that I would be requesting a refund due to this issue. I clearly did not pay for this concert just to have it shut down due to a power outage. After disputing this with AXS Group LLC customer support from 07/07/24 to 08/04/24, I was told the following by them:"We are sorry to inform you that your refund request was not approved by the Promoter. The standard policy is that all ticket sales are final and no refunds, exchanges, or cancellations are permitted without the consent of the event promoter. Please be advised that this serves as notice concerning the refund policy and any future emails received regarding this refund request will be closed."Attaching screenshot with ticket order details. I am seeking a full refund on this purchase, I am disappointed and surprised by AXS Group LLC's response and behavior in this situation. They failed to deliver the experience my wife and I were entitled to with our ticket purchase and then claimed immunity when confronted with my request for a refund.

  

  Business Response

  Date: 03/30/2025

  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:03/26/2025

  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.

  This company sold me tickets for the ******* livestock show rodeo. The event has passed and Im not being paid. Multiple requests, hour Long discussions and no updates from AXS about the status of payment. I need to be paid for the tickets I sold on their platform. I am also concerned about this companies ticketing process. Personal belief is that it is wholly unfair. Their waiting room for tickets is a joke. One of the concerts was cut short and while theyre competitor, ******* has already issued updates, notifications, and payments. This was covered under their fan protract. AXS has done none of the above, or at least I dont see any notification. I just want my money or reimbursement for the tickets I bought and sold on their platform. Too many delays. No information. I am so frustrated with AXS and their business operations with the ******* livestock show and rodeo. Please, this is not right to a customer and seller.

  

  Business Response

  Date: 03/30/2025

  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: 03/30/2025

   
  Complaint: 23119083
  
  I am rejecting this response because:

  AXS wants to take this discussion out of the BBB environment and deal directly with me. This is yet another one of their delay tactics. I would prefer to have this discussion with the BBB involved. The reason for this is because the AXS website only defaults to community responses to questions Or virtually any type of customer service. What a joke! I have not received any email that was mentioned in the AXS response to the BBB. So we will keep this discussion right here. Virtually, I would be back in the same spot. AXS is very difficult to work with. Everything goes on deaf ears. I want my money from the sale of the **** tickets! I wanted my money from the sale of the Journey tickets, but thats not happening. I asked for a reimbursement of the Journey tickets. Hasnt happened. StubHub is just far superior than AXS in EVERY way! I wish I never bought tickets from AXS. I can assure you that I will never be buying from AXS again. I learned a huge ****** here, but I still want my money that I am entitled to. I played by their rules and All I got in response is frustration and having to get the BBB involved. 

  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/08/2025

  Hello,
  
  Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
  
  We have reached out to you via the contact information that you've provided in this form. Please look for an email from **************************************** that has addressed this issue.
  
  Thanks,
  AXS Customer Service
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23119083
  
  I am rejecting this response because:
  

  I have not been paid for tickets sold. I did contact AXS. They said I could request from the amount they owe me, just the amount the **** tickets sold for. I followed their instructions. Guess what!still no deposit of funds. Yes, I checked to ensure proper banking info. 
  

  Still dont know the outcome of the Journey tickets that I sold and they owe me money (reimbursement or sale proceeds)

  Im getting no where with AXS. Their competitor ******* has already resolved their issue with their customers. That was done about week and half ago  

  Im just beating my head against a wall with AXS. Im done. BBB can close this out if you want. I have an attorney that will help me with small claims disputes. Just was hoping to avoid that. 
  

  AXS - This is one big delay tactic. **** was a valid sale. I complied with all your requests. Still no pay. You are dragging your feet with Journey. Time is upsend all proceeds. Having to set a deadline of 4/18/25  

  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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 ticketing app has a technical glitch that allows the app to fulfill the transaction but not issue tickets. I have been charged over $1,000 for tickets that at point of purchase the app generated an error but the money was still deducted from my account and I never received the tickets. When I contacted customer service they claim it will be a minimum of 10 business days to automictically generate a refund. This is not ethical for a business to have a consumer facing application for point of purchase that is relied on to be the exclusive ticket source of first sale and resale tickets for a venue and have errors that result in financial strains for their customers. The money has been deducted from my bank account but I was never given the product I was trying to purchase. I am filing this complain on the basis that I believe AXS Ticket sales is doing this intentionally to have extra cash flow in their possession for business activities and is holding the consumer hostage so they have operating income.

  

  Business Response

  Date: 03/30/2025

  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:03/23/2025

  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 3/12/2025, I saw a pending charge coming through on my Amex account from ******************** for $230. I did not recognize it and had never heard of this company. I went online and learned this is a ticket sales company. I went through every email Ive received in 2025, and there is nothing from AXS. I called the AXS customer service number and the *** said I had no account number or email registered with ********************. She said she couldnt help me without an order number. She recommended I dispute the charge with ****. I opened a dispute, and AXS sent **** a mere credit card authorization without a name, order #, email - absolutely no identifying information. How do I disprove a negative? That credit card authorization clearly is linked to an account since the product - tickets - appear to be delivered to a registered users account number and the order # is apparently sent to the purchasers email.An email support ticket I sent to AXS on 3/12/2025 was never responded to. I will try calling AXS again tomorrow but fear I will be told the same thing I was told on 3/12/25. It is so wrong in every way that this company can bill someone yet be unable to tell me what it is that I supposedly bought or send me a receipt for the item purchased.

  

  Business Response

  Date: 03/30/2025

  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:03/23/2025

  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.

  I was trying to purchase tickets for the ******* rodeo via AXS tickets center. I entered in my credit card information and selected purchase. An error message popped up and the transaction was not able to be completed. I never received the tickets but was still charged the full amount $365.94 twice! I contacted their support asking for a refund, and explained that the charges were not pending with my bank but had gone through. They refused to give me a refund that day and said the charges would be refunded within 2-14 business days. I am concerned as the charges have already gone through and I do not believe they will refund me. I am also concerned why I was charged twice for the same service. If tickets are not available, the cost of the tickets should not be charged to my account. I feel scammed.

  

  Business Response

  Date: 03/30/2025

  
  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:03/22/2025

  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.

  I am writing this complaint because I purchased tickets from axs for a concert on Friday March 21st but the show did not exist. From what information Ive been able to gather the actual event was on March 1st and possibly due to a bug in their system axs generated a new event to sell the unsold tickets. I have tried several times to resolve this issue with their customer support to no avail.

  

  Business Response

  Date: 03/23/2025

  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: 03/24/2025

   
  Complaint: 23101893
  
  I am rejecting this response because all you did was send me the number to axs marketplace customer support who for the now the 6th time has done nothing to rectify the problem. 

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/30/2025

  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

  Date:03/21/2025

  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 purchased two tickets as Christmas gifts for a concert on 2/22/25 at **************. These were gifts and the band held a deep significance to the recipients due to a tragic loss in their lives. No where on any advertising for this concert, or the actual tickets, or the emails leading up to the concert did they say there was an age limit for the concert. Yet, when they arrived, the recipients of the tickets were denied access because one member of the party was a few months short of being 21 (mind you this was a father/daughter). The venue showed where the age notice was on the website (very small font, easy to miss). Also, many casino venues allow for underage concert attendees. We tried our best to have our unused tickets refunded at the venue, only to be treated very rudely. I reached out twice to AXS to resolve this issue and got no response. Im disappointed on many levels. There is so many easy ways to make this right. I will never purchase through this venue or ******* again.

  

  Business Response

  Date: 03/23/2025

  
  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:03/21/2025

  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.

  Date of transaction - December 11, 2024 for ***************/**************** basketball at *************, *******, ** on March 1, 2025. Purpose of purchase was as a Christmas gift for my son and grandson. Tickets were scheduled to be transferred to my son via the AXS app beginning February 27, 2025. After multiple tries over 3 days, contact with AXS customer service by my son and myself multiple times, the tickets could not be retrieved via the AXS app by my son who lives in ********, **. I live in ***********. So, my son and grandson could not attend the game. There was no help from AXS to resolve the issue. My son bought additional tickets (2) from Ticketmaster on March 1 thinking those two tickets would be available in his Ticketmaster account. Ticketmaster sent the tickets to his AXS account/app. He was unable to retrieve those tickets. No one knew that ************ would send tickets via AXS. When you order tickets from Ticketmaster, they should come via Ticketmaster and not AXS.

  

  Business Response

  Date: 03/23/2025

  
  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!