AXS

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.
***. aT AXS USA left the chat
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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.