AXS
reviews and complaints

We bought tickets for Gladys Knight for front row. The seat numbers were not posted until the day before. After driving for 3.5 hours we have a view of the exit door, the trash can, and the monitors on the front of the stage. Forget even seeing any of the performers. Never Again. No seat numbers no tickets. $450 dollars 2 tanks of gas and a hotel room pissed away!

I bought the tickets to an event direct from the direct ticket sales, and saw the confirmation come down and i wanted to print is but the printing button did not print, so i did a screen save and got the confirmation, then the AXS company cut in and did their thing and took over. And said I needed to download google play to access the tickets. But I already had the direct confirmation. These people lied totally and then I paid extra for the pre-party access and some pictures and got nothing. This is a thieving company and then they lie. Gee that sounds like Joe Biden. And this company is based in Los Angeles, so looks to be woke liberal. And yes most woke liberals are corrupt and lie. I will not go to another show they are involved with. I did go to the event with an email and a print out of a confirmation of the base show and the lady at the door let us in. They know what this company does. Crooks.

I never received my wristbands for Powertrip which is happening right now. I cannot attend due to health issues. I am unable to sell/give away/transfer the wristbands since I do not have them in hand. Axs says that I have to pick the wristbands up myself and I can't just transfer them to someone else. These are a 5-hour drive away. I cannot drive that far. This is why I am not going. I paid quite a bit of money for these tickets. Customer service has been less than helpful for several issues. Including when I proved that I did not have my wristbands. When I spoke to an agent today he just said "Well, I guess you will just have to miss out on this one." Nah, I won't be going to any of these events put on by axs or Powertrip! This has been an entire disappointment from the beginning.

Absolutely horrible experiences with this platform, and its customer service. 1) The web site glitched and it made me purchase tickets for the wrong night. (This was later addressed and I was able to request to change my tickets to the proper night via a Google Form.) 2) For another concert, I realized that I had forgotten my physical ticket at home. I called customer service to ask to void that one and receive a digital ticket instead, and was put on hold for over an hour. On a Wednesday afternoon. (Once my call was finally answered, the customer service woman was extremely kind and helpful, which I appreciated.) 3) When purchasing tickets to a third concert, I got to the end of the queue, only for the site to redirect me to a page saying "This sale link is not valid." I have no idea why; I only just clicked on the link I was given by the Verified Fan process. I complained about this glitch on Twitter and the support team DMed me saying that tickets were still available to purchase. They did not address the original issue, only replied with canned responses and did not apologize for the problem, and the tickets that were supposedly "available" were the $550 "Premium" tickets, i.e., a small number of tickets set aside for the web site to sell at "market value," which really just means they're doing the scalping themselves. (Ticketmaster does this too and calls theirs "Platinum" tickets.) For context, it was GA admission and the original price was $50. TL;DR I had a horrible ticket-buying experience and then received even worse customer service.

SHAME ON AXS...Believe the negative reviews you read about the AXS obstacle course for a refund. This is a company riddled with an adolescent ethos of blaming others (e.g., promoters and bank delays) and crafting a well-designed "queue" system as reasons for a delay in customer refunds. My middle-aged wisdom of red-flags knew not to believe the refund was coming when I used their internal system (not once but twice) to request a refund for a covid-cancelled event, and I did not receive any email confirmation of my request NOR did the multiple calls to customer service produce anything but ridiculous excuses of "not seeing anything requested"...yada, yada...yada, yada. Well after the "30 business" days to request a refund, I initiated a chargeback through my bank who found that "the transaction was incorrect" on the part of AXS, and I was issued my permanent refund. This company refuses to grow up and do right by its customers during the pandemic affecting BOTH customers and companies. AXS reminds me of the selfishness of those who panicked and made a run to the groceries stores for toilet paper and frozen meat products; they were more concerned about their own survival than for the community to survive. Sure, they could wipe their butts, but they can't wipe away their reputation of a lack of concern for others. When a company prioritizes self-survival over customer survival, it is surely the nail in AXS' self-made coffin. With few or no customers, a business is a non-entity. So, PLEASE STEER CLEAR OF AXS...PURCHASE ELSEWHERE. LET THEM SINK SINCE THEY STINK!

AXS is operating with total fraud and have tried for 72 hours plus to resolve their mistake of double charging for 4 tickets purchased online on April 28. I attempted the purchase of a group of 4 tickets for the New Orleans Jazz Fest. After several attempts of the online purchase, including entering 2 different credit cards, AXS's error message appeared and the charges were not processed. At least I didn't know they were! I called customer service to have someone check on the error message and they had me attempt it one more time. This is the only one that went through and there was not an error message during the transaction. I received one email confirmation for 4 tickets and went to double check the status on the app immediately after the purchase. To my complete surprise, there were now 8 tickets and I was charged for both sets of 4 though NEVER received an email confirmation for the second 4 tickets. I called customer service 3 times over the next 24 hours to resolve this complete fraudulent situation directly caused and orchestrated by AXS. Each time I spoke to a representative, they promised a call back from a supervisor and an email with a confirmation of a credit due to me. And of course, I never got a call back nor did I get an email. And so there is no paper trail for me to have as a back up. I have since filed a dispute through American Express Platinum card and fully expect a refund to be processed. However, this is unacceptable policy from this company and it is clearly an error within their software system that ends up as consumer fraud! Disgraceful and I would like a full refund immediately for both of the orders.

This is why I don't like AXS (ticket website). If you buy from AXS, jut know it's going to be a bit stressful.

1. Getting tickets from is nearly impossible because everytine you choose a seat they are like sorry it's unavailable, then all the actual seats that are available sell out.

2. They LET people upcharge a crazy amount... like they have a specific area of the event for RESALE. Which is fine for people who can't actually attend the event, but there are people who buy, so they can resell for thousands of dollars. There was one person selling a ticket for $5000 like with that kind of money I could buy round trip plane tickets to Korea 4 times! I KNOW those people didn't actually buy tickets to go see ATEEZ. THEY ARE LETTING PEOPLE SCALP TICKETS ON THEIR OWN PLATFORM.

3. Customer service people don't know what events have tickets, cause right on the selling time the ticket link wouldn't work so I called them and mind you it was 2 min. after the said time tickets were supposed to go on sale and he was like oh there are no tickets available for this artist at this venue. So either he was being a *** and didn't care to do his job or didn't want to do his job. Or AXS just lied about having extra tickets for sale.

4. I didnt really want to put this as a reason because I know there are factors that can't prevent one from being on time on the dot. But with my previous ticket buying experience, NEVER once have they EVER been on time with selling the tickets, which can get kind of discouraging. They used to have like a wait room, where you had a place in line to buy the tickets instead of it being a free for all, but they didn't have that this time around. If they got rid of it, they need to bring it back.

I've been trying to buy tickets through AXS repeatedly for weeks with no success or help. I have talked to customer service representatives several times. First I was told something was wrong with my payment method and was recommended to try another method or contact my payment provider (bank) which I did and found out there was nothing wrong from Chase Bank, nor did any other payment methods work. I was told they would send a ticket to their technical support and would receive a response in 1-2 days which I never did, and I missed the event. I am trying to buy tickets to another event and had the same problem so I called back and was told it was because of a mismatch on the address attached to my account and the address being used on my card. Was told it was updated in my account (which you have to call them to do, there is no way to do it online or in the app) but it still was unable to process my transaction. I was told they again had to send a ticket to their Support and I have yet to hear back from them. I have been told repeatedly that there is a reason I can't buy tickets related to my account and that they don't know why and have to submit a ticket for Support and I get no response. Finally the representative told me that "I might have to use another service to buy tickets." AND AXS IS THE OFFICAL TICKET RETAILER FOR THIS EVENT. I called multiple friends and family members to have them try to make a purchase for me since I was told it was related to my account and/or payment method. THEY WERE ALSO UNSUCCESSFUL in purchasing tickets! I have received no help, no compensation for my time, no tickets, no response as to why their ticketing service won't work and they have taken no responsibility for their terrible service!

I purchased tickets through AXS to Katy Perry in Las Vegas at Resort World for January 7th of 2022 back in May. When a conflict due to a family reunion came up I purchased tickets for the alternate date of December 29th with the intention of reselling or getting a refund for the other tickets. I contacted AXS about this in June.
Contacting AXS turns out to be a hassle, I do not believe they want customers to be able to contact them at will as every effort seems to be made to prevent this. There is no phone number listed on the AXS website. There is a chat, but if you start the chat on a cell phone and the cell phone times out you are kicked out of the chat (which definitely happens as I've never entered the chat in a position below #80).
My tickets were listed for resale through the AXS website.
Then lo and behold when I went to check to see if they were searchable for purchase, they are not listed as available. There is no way to purchase the tickets that are "listed for sale" on the AXS website. In fact they still say this!
After multiple phone calls (waiting 45 minutes + each time) I finally spoke to a gentleman that informed me that Resorts Worlds does not allow for resale of the tickets. He put in a request for a refund and said I would be contacted within 48 hours. Of course that never happened. That was November 16th. I called to follow up on November 29th and again waited 45 minutes before speaking with someone. She re-issued my request for a refund and also escalated my complaint to have a supervisor contact me within 48 hours. Guess what, it has now been 48 hours and no one has contacted me and I've received no email.

I believe this company is a scam. I believe they do this on purpose to keep your money. I am sad that many artists sell tickets to their shows through this company and their fans are out hundreds of dollars.

I purchased tickets for a concert back before the start of COVID. The concert was months away but COVID hit and shut down vendors. Last year the concert vendor finally was able to figure out something for ticket holder attendance. The tickets were a gift for my mother. I had 3 tickets that totaled close to $200 after processing fees and taxes. The vendor had rules in place about attendance but my mom didn't feel comfortable with the rules in place so she told me to get my money back. They did have a money back policy. I chatted with a agent online and was told they would process my refund. Before processing my return I notified the agent that the account used was no longer active. He proceeded to tell me that I could still get my refund but had to upload my new account info. I asked was he sure. He assured me that was fine and the refund would go on the new account. Fast forward almost a month and I still did not see my refund. I chatted with another agent who verified my refund was processed. I told the agent that I didn't see the refund in my account. Was told that the bank has received the refund and to check with them. So i check with the bank...nothing. I get in touch with another agent who told me that the old account has my refund and I needed to check with them about it. So i spoke to an agent at my old bank and was told there's nothing they can do about it but forward it back because it went to a closed account. I then proceed to speak with another agent who tells me the old bank still has my refund and it never bounced back to them. So now here I am going back and forth trying to figure out why my money disappeared to in thin air. Both businesses claim they don't have the money. Was told that's the only way to refund my money is through the account they had on file. I will never do business here again I can't even get a simple refund back.

I've been in the same boat as a handful of these people since April. I had 2 ticket's to the Revivalists show for June at RedRocks. I sold them in April. I sold them for reasons other than Covid. The tickets sold very quick for $397.75 on Flash seats. I could not transfer the money from my Flash seats account to my checking account. I wrote a letter, 2 emails and had a lengthy chat with Flashseats, all to no avail. "You can't have your money until a week after the show". No reason why, that's just the policy. That sucks. I did find a Colorado statute through all of this that is in place to protect the ticket buyer. If the show is cancelled they refund the buyer with the money in my account, I get my tickets back and then get my money back from who I bought them from etc etc. It's a consumer protection deal. Flash seats has since been sold to AXS. My money is in an AXS account now. Same deal there, no money until after the show is over. Back to the concert... In May the concert was rescheduled to June, that really sucks. Now I have to wait a year to get my money and I'm sure AXS is earning interest on all of our money they're holding, (I honestly believe AXS themselves bought my tickets as well), speculating they can make much more off them later. I asked AXS to give me my tickets back and they said they wouldn't. I have no tickets AND NO MONEY! Fast forward to today 4/26 and the concert was rescheduled AGAIN for June 2022! 2 years I have to wait to get my cash? That is completely unreasonable given the situation. I would have found another way to sell them if I would have known this. Neither Flashseats nor AXS have this policy posted in/on their sites. They didn't when this started for me anyway. They most definitely should be letting people know what they are getting into BEFORE they do a sale/transaction. I want my money!

I have been trying to transfer funds to my bank for over a month now. Bank info is accurate, and I have attempted to do this twice only to find the funds reappear in my "sales balance" on the app.
I do not want to continue this process and want an immediate transfer even if I have to purchase something with the funds and get a refund to my account instead of doing this process again.

I am then told, after 6 Weeks, (2) separate attempts to transfer funds - If the event hasn't passed *** will not be able to collect on the funds

This isn't sound as the Tickets "I" sold privately are not refundable, and is technically no longer their property aside from the fee they collect when I purchase and sell.

Regardless I am told that I could get a refund but is a "case by case" basis (what kind of *** is that) so now Im left to purchase some tickets to a show I have no intention of going to just so I can hope to complain enough to get a refund. What a terrible customer service experience this has been. (I work in sales and customer service for god sakes)

This was not made transparent anywhere, had I known that I couldnt withdraw my own money I would have never put it on there to begin with. The customer service center didn't seem to care that I would not be giving them anymore business, reporting to Complaintsboard.com, or that I was simply irritated and disgruntled dealing with them.

Never should a customer have to work harder than the person they are paying to do a job.

This business model is despicable, and I truly think management, and or board members should double down on their customer service efforts if they expect to remain in business successfully.

PS. I am not the guy to leave bad reviews, as I cannot even remember the last time I did, I have much better things to be doing with my time however this experience was so miserable I felt the need to prevent anyone else from experiencing this.

So extremely disappointed they basically have a monopoly on Denver area ticketing. Not only do they have zero rhyme or reason for who gets a chance at tickets right when they go on sale, regardless of how long you have been in the 'waiting room.' Their fees are RIDICULOUS! If you don't get tickets from the venue (see point above about waiting room/having a browser up 30 minutes before they're on sale), they charge an ARM AND A LEG to buy resale tickets online. Not only do they charge the buyer, so they get fees on BOTH times they've been sold, they charge the seller a 'seller connection fee.' I wish I was kidding. I bought 2 resale tickets for the 'ticket price' of $85, or $170 total. Want to guess what I actually paid? $220.50, and this is the cheapest I've found. They actually raise the fees the higher the ticket price. It's absolutely LUDACRIS. They raise the "seller connection fee" when selling resale tickets, the higher they are listed for. I sold two resale tickets for $190 each, so should have gotten $380 back. I got $351 back. I wonder how much the buyer had to also pay in fees? It should be illegal. They profit off not only the ridiculous fees on the first sale, but if anyone resales, they profit off the seller AND buyer. How is this not criminal? They also hold your money hostage. Quoting "7-10 days", not even business days, to get money from your sales account to bank account. So I'm just giving you an interest-free loan then, huh? I transferred money from tickets on 6/30, and they did not reach my account until 7/13. A complete, utter, joke of a fraudulent company. I also had a transfer cancel for no reason whatsoever, without notice, so again, I gave them a $351 loan when I thought it was being transferred to my account. I checked to see why it was taking so ungodly long, only to see that status was "canceled," without any notice. a complete rip off and all executives should be ASHAMED of themselves.

I attended the Joe*** show at MGM on July 1st, 2022.

When I saw that we could not bring our phones into the Joe *** show, I opted to leave my phone in the car.

Then my tickets got delivered and it stated that I could only show my tickets via the bar code via the app on my phone so I was forced to bring my phone into the venue.

#1. We all don't want apps on our phones because they collect data.
#2. The phone case we were forced to use now inconvenienced me in that I had to carry something around since it wouldn't fit in my pocket.
#3.Upon leaving, with 16,000 people in the arena, there were about 10 people at the exit opening the phone cases, leaving those of us on the 2nd floor jammed into the hallway for at least 30 minutes, which was clearly a fire hazard.

Some people were able to break open their cases so they could leave but the low IQ hourly wage power tripping employees would not allow them out the exit doors, which is FELONY FALSE IMPRISONMENT.

If I had been able to open my phone case and the employee did not allow me to leave, I would have physically forced my way past them and then have them arrested for false imprisonment.

The "chef" from the kitchen and a fat middle aged peanut vendor literally stretched out their bodies to not allow people to leave, and a few people next to us were able to open their phone cases and were stopped from going out through exit doors.

The fat peanut vendor stated that those were "emergency" exits and there was no emergency. They were not emergency exits. There were not doors that would have an alarm go off if one exited through them. They were not labeled emergency only exit doors.

You should be VERY AWARE that your practices are the cause of violations of the fire code, and I'll be informing them, and that the power tripping employees of the venue are committing crimes.

If I wanted to LEAVE with the phone case, that would have been legal as well, since I did not contract to not leave the venue without it.

If I could give zero stars, I would. I purchased a ticket through the website and two through the app. When the obvious happened and the date of the event was pushed for a year, I contacted them using THEIR OWN FORM to request a refund. I was given the refund for the one ticket purchased through the website so I contacted them about the tickets from the app. They, at first, did not understand what was going on because they could not understand that I had gotten the refund for ONE ticket but had purchased TWO. So, they sent me the wrong receipt and dismissed me (disconnected chat). This happened TWICE.
When I finally got someone to listen to me, they told me that it was "too late, past the deadline to request a refund." I explained I had already requested the refund well within the deadline. They told me I did it wrong, I had to use the chat or call, even though that information is located NOWHERE.
I then told them that I could just keep the two tickets or resell them, but they weren't showing up on my account. They told me to "reinstall the app" then disconnected AGAIN.
I did as instructed and it didn't help.
I finally got ahold of someone somewhat helpful and she told me what was going on- the tickets were too far in the future now and so they didn't show up. She could process a "review" to see if they'd refund me. I said that's cool, thanks.
I waited the given time frame (30 days) and checked my account to find an error message saying "refund problem" which then instructed me to contact live chat. I did that and went through the whole thing AGAIN explaining what is wrong (getting ANOTHER email of the wrong receipt). That customer rep was RUDE, dismissive, and did not read the chat (she explained over and over that I "did it wrong" and that was why). I told her I only contacted her because the app TOLD ME TO, but she seemed to have no idea WHY it said that and never acknowledged my comments about it.
Still have no idea what's going on and I've been asking since July.

Last night (6/21), I tried to buy two tickets for the Avett Brothers for July 10 at Red Rocks. I clicked on the seats and when I tried to purchase I received an error message that stated "Whoops, we are unable to complete your transaction at this time for the selected resale seats." I tried again this morning after restarting my computer and clearing my cookies and cache. I once again received the same message. I tried to send a chat message but the chat had not opened. I tried again tonight to make the same purchase and received the same message. I sent a chat message and Taje W sent me a message back to download Google Chrome to make the purchase. I explained that I recently made two other purchases through AXS and had not issues. Regardless, I downloaded Google Chrome and tried again. It still didn't work and I called the toll-free number that Taje provided. I was on hold for one hour and all of a sudden the prompt put me into a survey about the service I received and then disconnected. I couldn't believe this. I went to the chat and explained my predicament and the awful experience I had just been through. There was zero empathy, zero proactivity to help. Just told me to clear my cache and cookies and if that didn't work then to try Incognito in Google Chrome to purchase. WHAT? I asked to speak to a manager because I realized that I was dealing with someone who wanted me off his/her chat, she could care less. I asked to speak to a manager and Anetrice told me I had to call. I once again explained that I tried to call and was on hold for an hour and was disconnected. I again asked to speak to a manager and told Anetrice that I would have to report her poor service and she told me "I told you what is necessary for a phone purchase, and then tried to troubleshoot with you. Why did you not follow my troubleshooting?" What kind of training does AXS offer their employees? Anetrice should have just driven to my house and kicked me in the face. I told Anetrice that I was exasperated by the service that AXS was offering, more so the long hold and disconnect on the phone but the chat service was very poor as well. I will escalate this poor service I received via social media as well. Need to make other aware to avoid AXS.

So my husband purchased tickets in August for New Year's Eve at the kc live block. I am a Frontline medical worker working in a pandemic in urgent care swapping patients for Covid every single day been doing it the last two years since the pandemic never caught Covid up until 12/30. We went online to find out what the protocol was and to getting a refund back and stated that if someone close near to you or if you test positive as long as you send in your refund request or reach out before 12/30 before 11:59 PM they will refund us our money back me and my husband then sent out the email like at 8 o'clock that morning with my lab results stating that I was positive for Covid we didn't hear anything back from them until 6 January and I was only because my husband then reached out them again on Facebook messenger below as proof and documentation of everything that went on in his conversation

Jan 6,2022

I've been trying to get in contact
with someone for over a week now
and still no response.
axS

This is January 6, 2022
Hi Terrance,
Thanks for contacting AXS! Can
you please confirm some of the
details of your purchase?
-Order confirmation number
(it known)
-Venue that is hosting the event
-Email Address used to make
the purchase
-Last 4 digits of the card
Thanks!
AXS Team
My husband and responds with the information of the asked

This is now January 11 of 2022
Hi Terrance,
Thank you for contacting AXS.
What is the name of the event and
how can I assist you? AXS
The name of the event was the
New Years party at kc live my wife
tested positive for Covid two days
before and we couldn't make it so l
want a refund.

TUE 10:44 AM
Hi Terrance,
Thanks for contacting AXS.
I'm sorry but your refund request
is not approved. The standard
policy is that all ticket sales are
final and no refunds, exchanges or
cancellations are permitted
without consent of the event
promoter. If we had received the
request before the event date, we
could have reached out to the
promoter to see if an exception
could have been made. However,
we are unable tr / cel and
refund tickets oruurs for events/shows that have already passed.
Please be advised that this serves
as notice concerning the refund
policy and any future emails
received regarding a refund will be
closed.
Please let us know if there iS
anything else we can help with at
this time.
AXS Team

TUE 11:00
Yea I contacted you guys before
the event took place you guys just
take so long to respond and what
kind of major company doesn't
have a customer service number I
will never recommend or purchase
anything else through you guys
again.

I called over a week before the event to request a refund, as I had been exposed to COVID and wanted to do the right thing by abstaining from the concert. We are from out of town and the airlines also have policies about COVID that we were concerned about failing to adhere to based on our exposure (my husband was also having symptoms). We got tested and in the meantime, I was told by a customer service representative that a refund request would be submitted and that I would receive an email within 24 to 48 hours to confirm. Thinking I would have my COVID results by then, I diligently checked my email for the following days, including the spam folder. My test was negative so I began calling the customer service line to determine whether I'd been refunded. I was planning to simply use the tickets if there had been no refund, but this would require flight coordination as well, which takes time to orchestrate. I called six to eight times throughout the week, waiting anywhere from 20 to 60 minutes to be connected. No answer, no email. Half the time, I pressed "1" to inquire about an existing order, and the system did not recognize the cue and disconnected the call. Finally got in touch on the day of the concert, at which point, the representative said the request (of nearly $300 I'd spent on tickets) had been denied, no explanation was given, and that there was nothing he could do to help me. I'd missed the concert, no refund, no communication whatsoever until it was too late to do anything about it. Adequate communication would have allowed me to plan ahead to avoid this, but instead, I spent the week with no clarity about what my options were, calling customer services in vain nearly every day on my break at work and while taking care of my home and family in the evening. The representative responded "did you wait long enough?". I'd say folks with jobs and families can relate to the fact that 20-60 minutes of wait time on six to eight separate occasions through the week is more than most of us have to give to an exchange that was supposed to have been initiated by AXS themselves. Very, very disappointed by the customer services and follow-through from this company and would implore AXS to revisit its etiquette for effectively serving loyal customers. $300 is a lot of money and I was essentially told "too bad." I will be avoiding this service in the future and ensuring that friends and family do the same, as I feel dismissed and utterly belittled by their complete failure to take any responsibility to rectify a situation that was perpetuated by their negligence in communication, instead insinuating blame toward me for "not calling enough."

Horrible. This was our chat and then she just left: ***I bought a Sevendust ticket for 9/29 and a parking pass *** was only emailed the concert ticket. How do I get the parking pass?
Chat started
***. aT AXS USA joined the chat
***. aT AXS USAHi ***. Thank you for contacting AXS! My name is ***. aT AXS USA.
***Hi there
***. aT AXS USALet me check on the parking pass *** you
***Thank you
***. aT AXS USADo you have your order number?
***Yes one minute please
XXXXXXXX. That's the confirmation number. Let me find something else in my email
***. aT AXS USAOk
Does your email say you have a parking pass?
***No but my payment did
Still looking
***. aT AXS USAOk
***Ok, so i'm looking at my credit card statement - I have a $16.50 charge for the parking from ARRIVE
$41.97 for the ticket and $16.50 for the parking
Both purchased at the same time, but never received anything about the parking pass
***. aT AXS USALet me check something
Getting some answers now
***Thanks
***. aT AXS USAI have my lead looking into it now
***That's fine, take your time
***. aT AXS USAOn your confirmation email does it have parking on there?
***no, but I was charged for it!
***. aT AXS USAwhere is the event taking place?
***Jannus Live in ***
***. aT AXS USAOne moment
***I screen shotted the order summary before purchasing. I bought a parking pass *** Morgan Stanley Tower Garage
***. aT AXS USAThat's actually perfect that you did that the parking is from a third party which is arrive so all you would need to do is show that screenshot to the parking attendant and you will be able to park
***That's not cool. I need some kind of pass *** Arrive that I bought through you
I'm not explaining that and showing my credit card bill. They won't let me in
***. aT AXS USAYou can contact arrive I'm pretty sure they can walk you through how to get your parking pass *** your phone
***Do you have a number for them? I bought this through the AXS site!
I think you should contact ARRIVE for me since I bought this on your site. This is not good customer service at all
***. aT AXS USAOn the site, it says third-party parking, and let me find their contact information for you
Hi *** , are you still there?
***I am
***. aT AXS ***
***Thanks I guess?
***. aT AXS USAIs there anything else I can help you with today?
***Yes stay on the line while I talk to them because this is a bunch of ***
I'm on hold
***. aT AXS USAok
***Thank you. I can't be the first person this ever happened to and you (AXS) should fix this
I am on the phone with someone now
***. aT AXS USAFor future reference, you can visit support.axs.com for additional self support tips and hints. Thanks!
It's been my pleasure serving you today and I hope that I was able to resolve all your concerns and questions. Again, my name is
***. aT AXS USA. If you need us in the future, please don't hesitate to reach out.

We are on a mission to be the best in the ticketing industry! If you felt I did a phenomenal job in assisting you today, I would greatly appreciate your feedback. Please leave me a review at: *** Have a great day and stay safe.
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I purchased tickets to a concert and the concert was canceled due to covid. There is no new date scheduled for the concert and AXS will not refund Thank you for your purchase. Your confirmation number is ***. Please keep this number for future reference. If you need further assistance please contact us at*** Order Date: 03/04 11:04:45 Billing & Shipping Address: *** UNITED STATES *** Ticket details for Dillon Francis x Yung Gravy - 4 Pack scheduled on 3/27 8:00 PM Quantity Type Neighborhood Section Row Seats Price Total 4 4 Pack Admissions GA Lower Level GAL, GAL, GAL, GAL $37.50 $150.00 Method of Delivery: Flash Mobile Delivery (Free) Your tickets will be delivered into your account after your order is fully processed. Sub Total: $150.00 Convenience Fee - Web: $47.88 Per Order Handling Fee - $5.00: $5.00 Grand Total: $202.88 Amount Charged To Your Credit Card: $202.88 Additional Delivery Information Flash Mobile Delivery are digital tickets you use with a mobile device and the AXS app - no paper tickets required - and they make getting in easier than ever. Follow these simple steps to use them: 1 - Get the AXS app if you haven't already (iOS or Android). 2 - Open the app and sign in to see your tickets. 3 - Show the tickets in the app at the gate and get them scanned to enter. If you're going with a group, make sure everyone enters together, or transfer tickets to friends before the event. Included Event(s) Dillon Francis x Yung Gravy Admissions, 03/27 08:00 PM AXS Purchase Agreement By accepting this ticket, you are agreeing to the terms described here: AXS Terms of Use *** Wed, Mar 4, 12:07 PM to me Dear ***, Thank you for your purchase. Your confirmation number is ***. Please keep this number for future reference. If you need further assistance please contact us at *** Order Date: 03/04 11:07:56 *** Ticket details for Dillon Francis x Yung Gravy scheduled on 3/27 8:00 PM Quantity Type Neighborhood Section Row Seats Price Total 3 Advance Admissions GA Lower Level GAL, GAL, GAL $45.00 $135.00 Method of Delivery: Flash Mobile Delivery (Free) Your tickets will be delivered into your account after your order is fully processed. Sub Total: $135.00 Convenience Fee - Web: $39.90 Per Order Handling Fee - $5.00: $5.00 Grand Total: $179.90 Amount Charged To Your Credit Card: $179.90 --------------- Email confirmation of tickets purchased above. Concert was canceled due to covid. I reached out to ask for a refund and AXS will not give refund. There is no concert scheduled.

I sold tickets via axs and still have not received my money from the sell over a month later. Communication has also been nonexistent from the company I sold tickets to a June concert over a month ago via the axs app and have requested my money be sent to my account 2x. The first time i waited over 10 business days and no transfer occurred then the money appeared mysteriously back in my account balance on the app. Therefore, I resubmitted my request again using another bank account to ensure lack of error. I waited again over the 10 business day period and still no payment in my account. I reached out to axs via chat and was initially told I must wait an additional 10 business days for my funds then the chat disconnected. The next chat rep informed me that I won't get my money until after the concert because the company changed their policy recently. I asked to speak with a supervisor- the chat rep informed me that he was placing a ticket for a supervisor to give me a call. Two days later still no call! I then called the customer service line and spoke to *** employee *** whom stated that he was a supervisor. He was extremely rude and unhelpful. He proceeded to tell me that even though they sold my tickets and collected money from the sell I would not receive my funds from the sell until after the concert date due to several cancellations related to COVID. I explained to the rep that my request was placed before this new policy was implemented and that I have yet to receive any email or update from the company as of this date! The website is not updated to reflect this new policy either which the rep confirmed that the company has nothing in writing regarding this new policy and I'm liable to call back and be told something different by another rep. I also should add that As of now the concert is still on and not cancelled! This company sold my tickets then took their portion from the proceeds and is refusing to pay me my portion(money) for tickets I no longer even own until the concert date occurs or is cancelled. I only found this out by reaching out to them several times! It is unfair and unlawful to hold unto my funds in their account to collect interest when I no longer possess the ticket. I am not asking for a refund- I am asking for money that is rightfully owed to me! The rep told me I have to wait because If it is cancelled they have to refund the person who already bought my tickets but they already charged me a fee for selling the tickets and transferred them to the new owner therefore event canceled or not- that has nothing to do with me as the seller. I asked again for the new policy which was implemented after my request in writing or where to find and he couldn't provide this info. The rep lacked compassion or empathy for a person that needs their money during a pandemic crisis. Again no email from company have been received.

Refund for 7/18 Kansas City Impractical Jokers processed due to COVID. AXS request confirmation #*** received 6/21. But never got refund. We bought TruTV Impractical Jokers, Kansas City, via credit card online from AXS. Event was scheduled for 7/18 but postponed 11 months due to COVID Received email on 6/18 from AXS saying refund was possible. Here's verbiage from that email... "Can't Make It? Don't worry - you have options. For many events, you can sell tickets to another fan or transfer tickets to a friend who could use an event to look forward to right now. To see if resale and transfer are available, sign in to your account and check for a Sell or Transfer button on your event. Prefer a refund? You have 30 days from receiving this email to request a refund from your point of purchase. Bought from AXS online or via phone? Sign in to your account to see if your order qualifies for a refund." I followed procedure and request a full refund. On 6/21 I received email from AXS saying the following... "Hi ***. Thanks for contacting our Guest Services Team! Your request (#***) has been received. Thanks for your patience, and we'll get back to you as soon as possible! US Guest Services." Several weeks passed with no further action from AXS so I contacted them again. On 7/7 I received another email from AXS. This is what it said... "Hi ***, Thanks for contacting our Guest Services Team! Your request (#3170734) has been received. Thanks for your patience, and we'll get back to you as soon as possible! US Guest Services." On 7/9 I received this email from AXS... "Thank you for contacting AXS! If you are contacting us due to a cancellation a refund will automatically be issued to the credit card you used to purchase within 30 business days from the cancellation announcement. If you recieved an E-card regarding a POSTPONED event please follow the instructions you were provided. If your event is rescheduled, you may have the option to request a refund if your order qualifies or verify if it is past a deadline to request one. Sign in to your account to see if your order qualifies for a refund and how long you have to submit the request (typically there is a deadline for submitting requests online). Bought your tickets at the venue's box office? Please take the tickets directly to the box office for a refund. *Please note that we cannot submit the refund to an alternate card. If your credit card number has changed since you made the purchase this should not impact your ability to receive the refund. If you are still in need of assistance, we will need some additional information from you. Please click here to complete our support form or visit us at https://support.axs.com/hc/en-us for answers to our most common questions. This is an automated email, so please do not reply. Kindest regards, Guest Services Team" Today is 9/8 and still no refund. Please help. Thank you.

My credit card was charged *** for tickets I did not willfully purchase, never received a confirmation email for, and that AXS has no record of. On 9/6 I attempted to purchase tickets to see TOOL at the Staples Center in Los Angeles when they went on sale at 10am. Demand was high. Eventually I succeeded in purchasing only one ticket for Oct 20, row 5 seat 5. I received a confirmation email for this purchase. Five days later, on 9/11, my credit card was charged an additional mysterious *** My fiance, *** and I attempted to reach out to AXS by phone, email and chat. We were unable to get through by phone after remaining on hold for over an hour multiple times. Emails went unanswered. Chat support stated that this type of issue must be handled by phone. We resumed attempting to get through by phone but were unsuccessful. We then filed a dispute with my credit card provider, US Bank, but they've ultimately been unhelpful. Meanwhile interest has been accumulating on this charge on my credit card. Fed up, on Feb 22 I eventually spent several hours on the phone trying to get through to AXS. I eventually got through. After repeatedly telling customer service representatives of my complaint and having them attempt to turn me away with the mantra, "All sales are final," I eventually got forwarded to a manager named "***" who took my complaint seriously, or so it seemed. He said that by no means should I have been charged for tickets that I had no knowledge of purchasing, and did not even receive a confirmation email for. He also said it was quite unusual that this charge would be processed five days after I attempted to purchase tickets. Further, searching my name and references numbers, his system showed no record of my supposed "purchase" that led to the *** charge. He told me to take screenshots of the credit card charge and send an email describing the complaint to: *** assured me that someone would respond within 2 business days. It has now been nearly one month (it's currently March 17) and despite several polite follow up emails on my part I have not heard one word back from AXS. It goes without saying that the level of blatant disregard and reprehensible customer service I've experienced is appalling. The fact that AXS has no record of my purchase and has remained utterly silent with $468 at stake I believe goes to show how much they value their customers. This is a truly regretful situation that I hope Complaintsboard.com can help remedy. Today, as in other days, I reached out to AXS's corporate office in Los Angeles. All lines are busy as they have been previously. References numbers related to my purchase are attached as screen shots in the next section of this complaint. These screenshots show the charge as it has appeared in my banking app. I have never received a communication from AXS regarding the "purchase" noras I said previouslyhas AXS been able to yet find any record of it. Thank you for your help

Event was rescheduled from June 14th to March 6th, which was about 9 months away. We never received a refund offer and agents were horrible. I have never encountered such a callous and curt company. We originally had tickets for a June 14th event, and we fully planned to attend, since it was to be in summer and it was perfect timing within all the conventions. However, due to Covid, it was rescheduled to March 6th, which was over 9 months out at the time. In their email alerting us about the reschedule, sent on April 29th, it didn't even have an option for a refund, it just said "your tickets are still good for next year". We left it alone at that point because we thought since it was still so far out, there has to be a sufficient window for a refund. We found out in July that my wife is pregnant, due some time in March. It was too close to the concert for comfort, and with the country still heavily impacted by Covid, we both do not think it's going to be safe to go out even next year. I understand it may seem unusual to back out just because we are expecting a baby, but keep in mind we did NOT plan for a March concert. Summer was what we planned for, and we cannot pause life because of a concert. I will also be returning to school so it doesn't make sense to take a big trip. Yes, it would make sense to request a refund in time, if we knew the option was available. We never received the refund email and whenever I logged in to the website, the refund button never existed for us anyway. But since the event was more than 9 months away at the time, we thought the window of refund was greater so we didn't worry too much yet. So basically we waited for a chance to get a refund while the refund date passed without us knowing. (We later found out the refund deadline was June 7th) We tried to explain our situation, that we found out she was pregnant after the fact, and it's still not safe to go out both because of increasing numbers of Covid cases and her due date tiptoes around the concert, but the customer service was horrendous. They did not want to help (I don't think they even heard us because they were too busy repeating short robotic and curt phrases). Per their suggestion, I submitted a request email explaining that we understand the date has passed, but due to unfortunate and different circumstances, we are asking that they reconsider. The short email I got back had a sentence written in capitalized letters, "REFUND DEADLINE ON 6/7" (I already acknowledged that we understand the deadline has passed, so it seemed redundant and condescending to capitalize the message back to us). One agent pretty much told me, "too bad, you HAD the chance to do it." Even if the answer was that they couldn't do anything, the way they handled everything was extremely tacky and unprofessional. I feel dumb to be basically donating money to a company that is so short and callous. Lesson learned that we will never attend another event with tickets hosted through AXS.

Have not received refund and any communication in regards to my refund from AXS or FlashSeats, their ticketing system. On December 22 I purchased 2 tickets through FlashSeats, a ticketing system of AXS, for a Cleveland Cavaliers game on February 9 against the LA Clippers. I paid $502.00 for the tickets. The $502 was purchased with my Chase Credit Card. That same day, the tickets appeared and my account and the transaction had gone through. In the morning of Feb. 9, 2020, I went to check on the tickets and the tickets were in my account. Around 11 am that morning I called FlashSeats customer service to see why they were not in my account and I was told FlashSeats had canceled my tickets and I would be receiving a full refund. I asked the customer service worker specifically when I would be receiving the refund. She checked with her supervisor and told me within a week. My fiance purchased new tickets with his FlashSeats account and we attended the game. By Feb. 19, I had not receiving my refund and had not heard from FlashSeats or AXS. I called to follow up on my refund and spoke with a customer service agent, David. David told me that they were apologetic and were issuing a ticket to see if I could get the status of my refund. He said I would hear from someone within 24-48 hours. By Feb. 20, I had not heard from anyone. No call. No email. I called FlashSeats again to follow up as I still had not received my refund. I spoke with *** who said that she would escalate the ticket again and that the hold up was due to the promoter. She confirmed that my refund request was submitted on the 9th and that there had been a ticket issued on the 19th. Again, she said I should hear something within 24-48 hours. I told her that if not, I would be following up again. She chucked quietly and said "yeah you might want to keep doing that". On Feb. 25, I still had not heard from AXS or FlashSeats. Again, I called customer service. I was not able to gather the name of the rep I spoke to. She gave me the same information: putting in another ticket, no update, and that it was due to the promoter. I asked her who the promoter was. Was it Rocket Mortgage Fieldhouse? The Cavaliers? She mentioned that it was an NBA game, and said "oh they can be slow, especially since Kobe...". Which makes no sense to me. The game was not canceled and it was not the Cavaliers or the NBA who canceled our tickets. FlashSeats/AXS did. I was promised again 24-48 hours until I heard from someone. Now 72 hours later, again, I have not heard from anyone relating to my refund or FlashSeats/AXS account. On Feb. 28, I tried calling FlashSeats again. Was put on hold for 30 minutes until the call disconnected. On Feb. 28, I reached out to Rocket Mortgage Fieldhouse to see if they could assist since the ticketing system was through them. As of March 2, I had not heard back and emailed to follow up. On March 2, I tried calling FlashSeats again. Again was put on hold for 30 minutes until the call disconnected.

I bought 2 tickets from AXS; prior to the concert I listed them for sale thru AXS. Rec'd an email from AXS,3/31,they sold my tickets.Won't pay me. Purchased 2 tickets through AXS last December for a concert to be held in Morrison, CO on 4/27. Early March I used AXS to sell both tickets before the event was cancelled due to COVID-19. On 3/31 I received an email from AXS that both of my tickets had been sold. By that time the concert had been cancelled & rescheduled for October . AXS has the money from the purchasers of my tickets but refuses to refund back to me. They owe me *** for the sale of my tickets but they refuse to pay me. I contacted them by phone 3 times asking for my money from the sale of my tickets and they stated they can't pay me until after the concert re-scheduled date of next October . I believe the reschedule date is 10/14. My complaint is I sold 2 tickets through AXS, they collected money from the buyers of my tickets but AXS refuses to pay me until after the rescheduled concert date of 10/14. Additionally, I went through the process to have the money transferred to my bank account on AXS website. This was around 4/2. I entered all my banking information and the request to transfer money from AXS to me was submitted. I called the first time (around 4/16) and spoke to an AXS representative. They told me they could see the "transfer" in the works but to allow a few more business days before it would hit my bank account. I waited a week and called back. This time I was told that I couldn't get my money (for tickets they sold) until after the rescheduled concert had played, 10/14. I questioned them as to why & they just said that was their "refund" policy. I explained my tickets had been SOLD and I didn't want a refund. I wanted payment for the tickets they sold on 3/31. The representative also said they saw where the funds were in the process of being transferred to my bank account but they had to cancel the transfer of funds. I called again and was told their policy again for "refunds" and AXS continues to hold my *** and won't transfer to my bank. So, my complaint is: I sold my 2 previously purchased concert tickets through AXS on 3/31 and AXS refuses to transfer the money to my bank. As of now have NO TICKETS in my name & NO MONEY for the tickets they sold for me. Please help. I am disabled and receiving Social Security Disability. I really need my money for medical treatments & medications. Here is a copy of the email I received: Your Tickets Sold. Congrats! Great news - you just sold 2 tickets for the following event: Five Finger Death Punch - RESCHEDULED from 4/27 Red Rocks, Morrison, CO Wednesday XX-XX-XX at 6:00 pm MDT. Go To Your Account Need help? Visit our AXS support page. This email was sent to *** by AXS. Our Partners: Terms of Use Privacy Policy Unsubscribe (c) XXXX-XXXX *** All rights reserved. *** XXXXX Thank you very much for any assistance you can provide! *** Thank you very much

Paid for concert tickets for a show that was cancelled in May and AXS STILL has not returned my money. On February 26th I bought two tickets to a concert at Red Rocks directly from AXS which totaled *** On May 19th I received an email which stated: "The Nickelback show at Red Rocks Amphitheatre on September 1 has been cancelled. If you purchased your tickets via AXS online or by phone, a refund will automatically be issued to the credit card you used to purchase within 30 business days. Otherwise, refunds are available at your original point of purchase." 30 business days from May 19th would have been June 30th. It's AUGUST now and I STILL have not received my refund. When I give money to a company for a service, that service either needs to be rendered or I need my *** money back. This is THEFT, pure and simple. There is absolutely ZERO reason why nearly 3 months after a show has been cancelled, my money still has not been refunded. On July 6th I emailed AXS demanding to know where my money was. On July 8th their system spit out an automated response that said: "Thank you for contacting AXS! If you are contacting us due to a cancellation a refund will automatically be issued to the credit card you used to purchase within 30 business days from the cancellation announcement. If you recieved an E-card regarding a POSTPONED event please follow the instructions you were provided. If your event is rescheduled, you may have the option to request a refund if your order qualifies or verify if it is past a deadline to request one. Sign in to your account to see if your order qualifies for a refund and how long you have to submit the request (typically there is a deadline for submitting requests online). Bought your tickets at the venue's box office? Please take the tickets directly to the box office for a refund. *Please note that we cannot submit the refund to an alternate card. If your credit card number has changed since you made the purchase this should not impact your ability to receive the refund. If you are still in need of assistance, we will need some additional information from you. Please click here to complete our support form or visit us at h*** our most common questions. This is an automated email, so please do not reply. Kindest regards, Guest Services Team" So not only can they not return my money, but I clearly don't even deserve a response from an actual human being. If this isn't resolved in the next week, I will be taking this story to the media because again, this is a clear case of theft. This company is hoarding my money even though the event I paid for was cancelled nearly 3 months ago. It is not hard to issue a refund to a credit card in 30 business days. FIFTY FIVE+ business days is not acceptable. I wanna say something like: Does this company have no idea people are struggling right now? That they actually NEED their money returned to them? ...but it seems clear based on my complaint and the many similar complaints of others that we're dealing with a morally bankrupt company here who most likely can't be bothered to actually give a *** August 4: STILL NO REFUND.

I purchased 2 concert tickets from AXS for $124.60 on 10/12. AXS cancelled the concert on 3/22 promising a refund within 30 days. I purchased two (2) tickets on October 12 to*** concert scheduled on May 9 at the Keswick Theatre in Glenside, PA. I paid $124.60 through *** to purchase the tickets. Axs alerted me on March 22 that the show was cancelled. It has been more than 30 days since the concert cancellation (47 days). I am expecting but have not to date received a refund for these cancelled tickets. Last four digits of checking account *** AXS chat:::::on May 4 *** Hi ***: It was debited from my CHECKING ACCOUNT number last four numbers ending ***. Keswick Theatre; ***; May 9. Two (2) tickets $124.60 *** Your refund is automatic for that event. within 30 business days not including weekends and holidays. You made the payment with *** Its already been 45 days since the cancellation. *** let me check. *** Including weekends and holidays looks like today should be at least 30 business days from the cancellation. Invoice number is *** Transaction ID is *** You may be right, I am unable to process these refund because the events was cancelled the promoter and venue have to issue the refund, please allow them a few more days to process your refund. *** That makes no sense. AXS owes me the $ since they debited my checking account and did the transaction. *** I understand that, no one in this office is able to process refunds that have to be processed by the venue and promoter. I'm sorry about the inconvenice but we have to allow them time to process this refund. inconvenience *** Ok. So when can I expect to get this refund? PS. I used the AXS app to make the purchase. AXS sold me the tickets. AXS cancelled the event and promised me a refund. This is theft--plain and simple. I plan to contact the PA and CA Attorneys General about this matter as well as complaintsboard.com. At this point I see nothing but obfuscation and delay tactics as part of a grand theft It could be much cheaper and less agravating to refund me this $ than have th Attorney Generals pursue this case. From: *** Date: April 1 at 11:39:35 AM EDT To: Rob T Subject: Axs paypal charge 10/11 October 12 AXS Group LLC - negative $124.60 Automatic Payment Paid with *** ( x-***) on October 11 Manage AXS Group LLC payments Category Entertainment Transaction ID Seller info *** From: "AXS Guest Services" Date: March 22 at 11:52:55 PM EDT To: *** Subject: CANCELLED: Al Stweart & Don McLean at Keswick Theatre on May 9 Reply-To: "AXS Guest Services" Trouble viewing this email? Read it online The *** at Keswick Theatre on May 9 has been cancelled. If you purchased your tickets via AXS online or phone, a refund will automatically be issued to the credit card you used to purchase within 30 business days. Otherwise, refunds are available at your original point of purchase. Privacy Policy Terms & Conditions FAQ Purchase Agreement

AXS refuses to refund purchased concert tickets. I purchased tickets for the *** concert on *** in *** for my wife's birthday. On *** I received an email that the concert is being postponed, aka: Cancelled. On *** I received this email: The *** show at T-Mobile Arena on *** has been postponed. At this time, we don't have information on a new date. Hold onto your tickets; there is nothing you need to do and they will still be valid for the rescheduled date. We are in regular communication with our event partners to identify a new date. As soon as we have new information, we will email you. Prefer a refund? You have *** from receiving this email to request a refund from your point of purchase. Bought from AXS online or via phone? Sign in to your account to see if your order qualifies for a refund. On July 26, my wife submitted a request for a refund. I received the following response: Hi ***, Thanks for contacting our Guest Services Team! Your request (#XXXXXXX) has been received. Thanks for your patience, and we'll get back to you as soon as possible! US Guest Services On *** my wife contacted AXS by phone to get an update on our refund. They told her they did not receive a refund request and it is now past the 30 day period to request a refund. After giving them the automated response and request number, they indicated that they would submit a new request. On *** I contacted AXS when I logged on and it showed my refund request as "Solved". I still had not received a refund and wanted to know why the request number was closed out. I had several email exchanges with AXS but ultimately receive this response: ***, ***, We are very sorry for that misinformation and any frustration. *** is 30 Business days from the date the refund was initiated, so that will be the date you receive the refund credit back to your account. Also, the initial refund request was not started because there is a specific way our company has set up to request a refund, any other method doesn't register in the system as a request, just a random email we received, In order to properly request the refund you would have to have logged into your AXS account, go to your events tab in your account, search for that event and you should have seen a SUBMIT REFUND REQUEST button which would have automatically refunded the funds back to your card. If that option was not available, you could have reached out to us and stated you didn't see the link and we could have submitted it like the agent did for your wife when she called in. I thought this was finally over and I would receive my refund on *** as promised. Then I received this email today: *** Hi ***, We are sorry, but your refund request was not approved. If you are unable to attend the event you can utilize the resale market. You can sell your tickets through you AXS account. We suggest for you to continue to check your account if there are any changes. Thank you, AXS Team This company has no clue what they are doing and they are extremely deceitful. From reviewing other customer complaints, there is a pattern of refusing to acknowledge receipt of refund requests, stringing the customer along with additional 30 business day extensions and then ultimately refusing promised refunds. If the Complaintsboard.com cannot resolve this, my next step will be sending a "Demand Letter" which will ultimately lead to a small claims action.

Events cancelled with no rescheduled date. No refund. Chat started on 25 Sep 2020, 04:38 PM *** (04:38:03) *** joined the chat *** (04:38:03) ***: Event has been postponed with no reschedule date. Can I get a refund? (04:38:05) Support: If your event is rescheduled, you may have the option to request a refund if your order qualifies. Sign in to your AXS account to see if your order qualifies for a refund and how long you have to submit the request (typically there is a deadline for submitting requests online). If your event is cancelled, we'll automatically refund the credit card used for purchase(usually within 30 business days of the cancellation announcement). Bought your tickets at the venue's box office? Please take the tickets directly to the box office for a refund. Please visit the venues offical website for reopen dates. *Please note that we cannot submit the refund to an alternate card. If your credit card number has changed since you made the purchase this should not impact your ability to receive the refund. (04:38:08) *** J joined the chat *** (04:38:15) *** Hi ***. Thank you for contacting AXS! My name is *** Can you provide the details below so that I can check the status of your tickets? Venue Order number Last 4 digits of the credit card used for the purchase (04:39:13) ***: It will take a minute (04:39:22) *** Green Amphitheatre (04:39:39) *** (04:40:39) *** Thank you . The event has postponed and the refund deadline has passed on 8/4. (04:41:06) ***: What does that mean? (04:41:23) *** Refunds are no longer offered at this time . (04:41:44) ***: So the moiney I paid for the tickets is gone? (04:42:27) *** Your tickets are good for the new date when it is determined however there was an email that went out and gave customers 30 days to request the refund . (04:44:44) ***: So the original date was May. It is almost Oct. and there is still not a rescheduled date. There's nothing you can do for me? (04:45:10) *** Unfortunately there is nothing I can do . The refund deadline has passed . (04:45:51) *** If they offer a refund again once a new date is determined or if they cancel the event you will be refunded . (04:47:04) ***: Right, the point is it has been over 4 months since the original date. What is the criteria for canceling an event? (04:47:46) *** We do not make the decisions for the events . We are waiting as well for the new updates. (04:48:57) ***: Who does make the decisions? (04:49:36) *** The promoters do (04:51:04) ***: Do you have a similar time constraint for the promoters to make a decision as you do for the customers who are bound to responding to an email in a certain amount of time? (04:52:46) *** We cannot sell tickets without Artist . Again they make the decisions for the events we do not . I do apologize. (04:55:23) ***: I understand that the artist makes the decision for the event. Out issue here is you are making the decision to hold my money for tickets you sold me to an event that has no date to occur because I didn't respond to an email within a timeframe you made the decision for. (04:56:15) *** I can only suggest is to wait for the new updates . Again I do apologize for the inconvenience. (04:56:59) ***: Well *** "just wait" is not very good "customer support". (04:57:36) *** I am sorry . That is the only thing I can suggest at this time . (04:57:49) *** has rated the chat Bad *** (04:58:12) *** left the chat

AXS refuses to give me a refund for sporting event tickets I purchased before Covid-19 was known of, I am a senior citizen and should not attend. On Feb 15, 2020 I purchased 4 tickets from the AXS website for the PBR World Finals of bull riding in Las Vegas on November 4 which was before there was any public knowledge of the Covid-19 virus. In early to mid March our president and local government made the first public announcements of the Covid-19 virus and initiated the safer at home policy. Being that the PBR World Finals of bull riding event wasn't scheduled to take place for another 8 months yet I took a wait and see approach since we were in the very early stages of the pandemic and had been told repeatedly by our president that the virus was totally under control and will be gone very soon so I optimistically waited during the months that followed for the virus to either subside or go away but by summer it was clear that the virus was not subsiding in fact it was getting worse and was spreading throughout the entire United States. Considering that all 4 people in my group that I purchased the tickets for are between the ages of 67 and 75 and all of us have at least one or more underlying health condition it became very clear that there was no way we could even consider attending this event anymore so I contacted the T Mobile Center in Las Vegas which is where event is taking place to see if they were going to allow the event to take place considering the virus spread in Vegas is some of the highest in the country and they told me yes it is still on schedule so I then contacted the PBR and asked them if they were going to cancel their event and I was told no they do not intend to cancel so on August 1 I filed a request for a refund on the tickets from the same AXS website I purchased them from. I never received a personal explanation from them only an automated email saying to check their website for questions about refunds which clearly states that all ticket sales are final. I get that and I totally understand that and in a perfect world that would be acceptable however in today's world with the Covid-19 virus killing people in my age group by the thousands there needs to be exceptions made. I filed several more requests for a refund on August 3rd and again on August 10th explaining that I didnt just simply change my mind about going to this event Covid-19 changed my mind because of our ages and health concerns but once again I received nothing more than the same automated email advising me to check their website for info regarding ticket refunds so its clear they are refusing to give me a refund. I totally understand their no refund policy or people would be asking for refunds every time they had the slightest change in plans but my circumstances are different in that when I purchased these tickets there was no public knowledge of Covid-19 and if there had been obviously I wouldn't have purchased the tickets in the first place. There also was never an Assumption of Risk Waiver of Liability on my ticket order form or their website like there is today specifically regarding Covid-19 and the many risks associated with it when I purchased my tickets from AXS on Feb 15, 2020. So based on the age of everyone in my party our health concerns which puts all of us at an extremely high risk level for the deadly Covid-19 virus I feel that sometimes exceptions should be made in order to do the right thing and I think the Covid - 19 virus is certainly one of those exceptions and I dont think I should be denied a refund for something that is totally out of my control.

Purchased tickets in March for a concert August , concert was postponed. Want a refund. Poor customer service, misleading e-mails. We purchased concert tickets from *** website March for a August concert. We received an e-mail on 6/24 stating the concert had been postponed(AKA cancelled) due to Covid-19. On 8/7 we received an e-mail stating a new date had been chosen for the concert 8/24. The header on the e-mail states "New event date, your tickets are still good to go". The e-mail proceeds to say "you are all set, simply show up at the venue". The next part of the e-mail says "if you cant make it-you can sell tickets to another fan or transfer to a friend, log on to see if this is available to you". The next part of the e-mail is asking for a donation for Covid 19 relief to The *** a *** banner) followed by a lengthy paragraph describing how you can make a difference, donate to United Way, 3% processing fee etc etc. At the very bottom of this long e-mail is where is asks if we prefer a refund. It then says we have 30 days from this e-mail to request an refund. Why wasn't the refund option in the "can't make it" section? We feel this is very deceiving and was strategically placed so we did not see it. Apparently on 9/1 we received another e-mail with the same information. We did not see this e-mail and even if we did the option for a refund was at the very bottom. We have already lost a day of vacation time for the August concert, we are not available to attend the new date in August . *** and the promoter have held on to our *** for a nearly one year. It is very unlikely that the August concert will even take place given the current vaccination rate. We do not for see cramming *** people into a concert venue this August will be safe. We have contacted *** several times to rectify this situation but have not had any resolution to this issue nor received a refund. *** customer support have been rude, unsupportive and difficult to get a hold of. From reviews we have read many others are also frustrated and received refunds beyond the 30 day window for concerts that have not taken place as promised. Here is a copy of the e-mail. A Special Evening Of Music With *** AUG 24, XXXX - X:XX PM Red *** Great news - The Event Will Go On! Your upcoming event has been rescheduled for a new date. See all the details above. Using Your Tickets You're all set: your tickets are still good for the new date. Simply arrive at the venue at the new date and time, and use your tickets to enter. Can't Make It? Don't worry - you have options. For many events, you can sell tickets to another fan or transfer tickets to a friend who could use an event to look forward to right now. To see if resale and transfer are available, sign in to your account and check for a Sell or Transfer button on your event. *** Making a Donation to United Way's COVID-19 Relief Efforts Looking for ways to make a difference? If your event is rescheduled, you'll have the option to donate your purchase (the amount you paid for your tickets less the processing fee of 3% of the purchase price) to the *** Your generosity will provide critical assistance for members of your community affected by COVID-19. If your event is rescheduled, go to your *** account and look for the option to donate on the event page. Learn more Prefer a refund? You have 30 days from receiving this email to request a refund from your point of purchase. Bought from *** online or via phone? Sign in to your account to see if your order qualifies for a refund. GO TO YOUR ACCOUNT *** Our Partners *** Privacy Policy Terms & Conditions FAQ Purchase Agreement (c) XXXX-XXXX *** All rights reserved. This email is intended for *** Update your preferences or Unsubscribe

Denied refund for tickets by AXS to an event that got postponed by a whole year. Contacted AXS multiple times and they abruptly ended communications. I purchased 2 tickets to The Weeknd 8/14 at STAPLES Center, Los Angeles, CA on Feb 28, 2020 for *** Receipt attached below. Purchased with my Visa card with the last 4 digits of: (XXXX). Then the COVID shutdowns began, and I received no communication regarding any sort of postpone announcement or cancellation. I had to find out for myself by checking every few weeks, and when the concert was announced to have been postponed 12 months later to 8/13, I immediately contacted AXS HELP through their online chat feature. I was instructed on how to submit a request for a refund online and was guided all the way through until the request was submitted online. They told me due to the number of claims, this might take some time to process, which was fine. This request was submitted on 5/20. The request reference number is #XXXXXXX. Refer to attached image titled "axs2". The response I received on 5/21 to my refund request was to follow the steps that I followed in order to submit this original request. This resolution did not make any sense to me as I had just submitted said request. Furthermore, there was no where on the event information that said whether or not it was "eligible" for a refund. I was not, and still am not, able to find where that eligibility is on my event. So I called AXS for clarification that day and was informed by customer service that "Oh, you're fine! The request you submitted is fine, please allow us some time to process it." So I waited. In the meantime, I had the same issue with Stubhub and requested a refund to some tickets there as well. My refund was immediately granted and was asked to allow upto 120 days for the refund to process. It seemed excessive but due to the nature of the cancellations, I accepted. While I was never given a date by AXS on when I should be expecting my refund, I assumed that it would probably take them just as long. So I kept waiting. To October 22nd. I contacted AXS again and now demanded that my tickets be refunded with no further delays. Request reference: #XXXXXXX. This is a large sum for me and as someone who has been unemployed for 6 months, having access to these funds is of extreme dire need for me and my family. I will not even be in the country for when this concert is scheduled to be performed next year. Attached image labeled "axs3" show the chronological order of the email correspondence I have had with their team. As I stated in the request, I have never been made aware of any deadline to request a refund, and even if this 30 deadline did exist I have just provided proof that I did in fact submit a request for a refund weeks before this expiration date has come. I also stated that prior to writing that reply, I spoke to customer service directly and had them submit a separate request and asked to have one of their service members (different from customer service) to call me so we can find a resolution. No reply was received regarding this separate request. In my reply I reiterated that as a California resident, I am entitled by law to receive a refund to a postponed event upon request. Refer to image axs4. Having made them aware of this, their reply was a complete bafflement to me. And what has really pushed this over the edge for me was their concluding phrase of .. " this serves as notice concerning the refund policy and any future emails received regarding this refund request will be closed." Oh? So I have no recourse whatsoever? We'll see about that. I chose to submit this Complaintsboard.com claim here first to give them a chance to approve my refund and we can move on from this. Otherwise the next step for me to take will be an official fraudulent claim filed through my banking institution with all of the above exhibits submitted as proof of direct violation and neglect of California Code XXXXX. Thank you, ***.

An event was rescheduled which I can not attend. I was notified that I must request a refund within 30 days, which I did, yet was not provided one. I originally purchased tickets for the Avett Brothers in Richmond VA to be held on 7/19, 2020. The show was rescheduled for October . I was notified by email on May 3 and was told I must request a refund within 30 days. On May 8 tried to request an refund through the mobile app which was not working. I then called Axs Before I was able to speak to someone over the phone I had sent in several emails about the refund process while I was on hold. I did this in the hope someone would immediately respond . On the phone I was told they must go to the app or online to request a refund. They told me I had to use what was listed as an "order" number to list in the request form. My tickets had no "order" number, but they told me the "confirmation" number was the same thing. When I went online as instructed I followed all steps. By the time I spoke to someone and went through the steps online to Request Refund as instructed I had received an email with a ticket number and Refund in the headline. I assumed this related to the form I had just filled out online asking for a refund request. When I spoke to the customer service I was told refunds were credited back by 30 days, so I waited 33 days to contact Axs. First I used the chat option. Once I called back I was told I had not filled out the refund request form ( which I remember doing) and that I had missed the 30 day window. Clearly I had contacted them May 8, which was well within the window. Originally I was told in chat there was no record of my ticket info, or no record I had done the refund request. I then called to speak with someone. They basically said the same thing. I told them originally I had trouble with the app process so was instructed to go online. It appeared to go through. I had to call back a third time because in the previous phone call I was told they would get back to me in a few days researching my complaint. They did not ever get back to me. I was told the most recent time I called on 6/15 that they did have email contact from May 8 (which before strangely they could not find) and had responded May 11. I could not find any proof of the May 11th response in my email history. I was told ultimately since there was no proof of any refund request or activity of such I had missed the deadline and can not receive a refund. I tried in all circumstance to explain specifically recalling having trouble through the app, contacting axs by phone, and being instructed to go online.I did this all on 5/8, 25 days before the deadline. I did what was asked. I filled out the form. Should I have to suffer the loss because apparently it did not go through, or perhaps like the app maybe the online system had an issue? Axs acknowledged I had been in contact on May 8. Why would I be contacting them if I wasn't asking for a refund? What would be my purpose, to just call and say hello? After submitting my refund request ( I later saw in my email a message with "*** : Refund" listed. I assumed this was proof of my refund request submission, but apparently was only an automated response to my early inquiry on 5/8 asking abut where my order number is listed. I only know that now because of what is listed in the "my activities" section of Axs' site. I am being penalized and withheld a refund of $241.35 for confirmation number *** for tickets purchased on 1/30 because they claim I did not submit a request. I claim I did, and although it didn't got through in their records, My contacts on 5/8 and 5/22 do prove I was inquiring about a refund. on 5/22 my email specified I had submitted a refund request weeks prior and ask where it was. A automated response came back 5/22 but there was nothing acknowledging then I had not submitted a refund. I did my part, how am I to know it never went through? My inquiries could of been responded too in May explaining that there was no proof of my requests. I could of resubmitted a requested within the window. I did my part.