AXS

Avoid! I've been banned from buying tickets from other platforms by them!

I can't see this company as anything but a scam.
I bought tickets to see Ghost in Vegas in 2024. They arrived in the app.
A week later they were missing from my app. I wrote to the app company and they sent me a screenshot saying the seller had canceled my 2 tickets. No explanation was available.

They suggested I reach out to the seller. They were very casual, not a cut-and-paste email.
I reached out to the seller, AXS, asking what was going on. They told me to reboot the app, because the tickets were there. Cut-and-paste email, with smileys.

Well, I was on both my app and the computer and had the email from the app, which I told them. They denied I was telling them the truth, again. So I sent them the email. I got a very impersonal 'thank you' with more smiley faces.

So not professional.
I reached out days later and asked for an update. I was told they'd transfer my concern to investigation. I said I just wanted the tickets returned or a refund. Mistakes happen, right?

'Wait to hear from investigation,' I was told. Now all these emails were from different people with Indian names.
A week later, no response, so I wrote again. Oh, they were sending it to a higher-level investigation, wait, I was told. No response days later.

I wrote again. It's going to an even higher level of investigation, I was told.
I waited again, deliberately let the deadline for refunds pass. I said at this point I just wanted a refund and screenshotted their refund policy from their website. Oh, it was being investigated I was told, but they could make this a priority.

I'd never heard from them, I pointed out, and I was now on the third tier of an investigation, but their own refund policy had been passed. I was due a refund, particularly since this was the company that canceled the show. It was now over a month since I discovered the tickets were gone.
While I also had bought insurance for the tickets as they were for my wedding day. Won't waste time on insurance again.
The response was that AXS didn't sell the tickets, so they couldn't do anything.
Excuse me?

So why have we been talking for a month? Why not tell me that a month ago and refer me to the correct company? I still don't know who the 'real' seller is.
So, I reached out to my bank, explained I wanted my $500+ back. They opened a fraud claim and I sent them the 44 pages of emails between me and AXS.

Refunded that day. I ended up buying tickets directly from the venue for $300 less. Hint - buy direct if you can.
2 months later, 2 MORE tickets showed up in my app. I wrote to AXS saying these weren't my tickets, mine had been refunded, so these must belong to someone else.

Never heard back! I didn't push contact, as I was worried I'd lose all my tickets again!
Now, I believe I waited enough and was given the runaround. When it came down to them breaking their own refund policy, suddenly I was talking to the wrong company and no refund on the horizon. Just cut-and-paste emails with smiley faces from India.
If you're the middleman, then you're the right company.

You may have a different person handling the money, but if I go to a restaurant and they mess up my order I don't call up Square who runs the credit card machine.
Fast forward 8 months. I go to Vistaticket to buy tickets in a different city for a different show. I get an email back 'We can't accept orders from individuals who attempted to withhold payment for previous ticket orders from us or another company in our industry.' So I have been blackballed from buying tickets from at least one company because I wanted a refund for an item that was canceled by AXS. I know this is the case as I've not bought tickets for anything else.
It's due to this blackballing I felt obligated to call out AXS for their shoddy business and now slandering my reputation, seeking revenge because I didn't let them keep my money when I have a right to a refund.

Now one might argue I should have waited even longer, forget any refund policy, but I feel if a company cancels your tickets and doesn't tell you, and then isn't forthcoming with a refund that's already a problem. I would not have known the tickets were canceled until I showed up at the venue, had for some reason I decided to check the app. I'd checked it once and they were there, and then gone.

No email forthcoming. Right out the door that's a problem, regardless of what follows.
I still have the 44 pages of emails for anyone who wishes to see what happened.

Literally the worst company I have ever dealt with. CODY E, if you are reading this, please jump off a cliff because you are literally the most useless waste of a carbon footprint I have ever had the pleasure of speaking with.

THE STORY: my event was scheduled for January 2025 and was canceled.

AXS stated that "Typically concerts are rescheduled within 30 days", well, 5 months later, no reschedule and they would not provide a refund. They are just going to "hold on" to my money and let the interest build up (ummm nope) in hopes I will forget about it. Cody told me that a request for a refund needed to be completed by October 2024, but I had purchased them in December 2024 and it was cancelled in January 2025, so that would be literally impossible Cody (it's perfectly okay to use your brain sir). Then after he found out he made an error, he just told me to wait until the event is rescheduled.

In the interim, he kept telling me "No you are wrong". What kind of customer service rep says something like that?

I have a screenshot of the exchange too if anyone from AXS would like to take a gander.

Anyways, filed a credit card claim and will bring this to small claims if need be. I feel like this company is some sort of money grab scam and will NEVER do business with them again.

I am extremely disappointed with AXS. I purchased concert tickets for $895 and later listed them for resale at $770.

AXS sent me an email confirming my tickets were listed, but they later admitted the tickets were never actually posted due to their system error. Because of this, the tickets expired unsold and I lost my money.

I opened multiple support tickets with no response. When I finally called, I was told nothing could be done and that escalation wasnt possibleuntil I mentioned filing a BBB complaint, at which point it was suddenly "escalated" but no one has followed up.

Even though AXS admitted fault, they refused to provide any resolution or even share the chat logs where they acknowledged the error.

After years as a loyal customer, Im shocked at how poorly this was handled. AXSs platform failure cost me hundreds of dollars, and their customer service has made it clear they will not stand behind their own mistakes.

I transferred tickets to a friend via phone number. She received a text message but when she clicked on the link, nothing showed up in her account.

We tried to get her tickets for over 30 minutes when we called customer service. The rep was absolutely the worst human to speak to. Complete unhelpful and incredibly rude. She told me that I shouldve put in her email instead of her number, to which I asked why there was an option for a phone number then.

She told me they were supposed to remove that option, and I plainly told me they clearly hadnt and I am at the event with no tickets. She kept telling me the same thing over and over, and I quickly became frustrated with her. She also hung up on me.

Thankfully, the event itself was able to pull up the tickets and let us all in, but I was so angry at the poor customer service I experienced. Im sorry that the customer rep hates her job, but at least she should do it correctly.