Complaints
Customer Complaints Summary
- 1,310 total complaints in the last 3 years.
- 381 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/9 I bought 2 tickets for the Oregon Renaissance Faire and purchased ticket insurance through AXS. On the day of the **** Faire, it was raining ALL DAY to the point where they even had to cancel certain events due to safety concerns. Additionally, my wife was not feeling well the day of, and we would have had to make an hour commute to attend the event. Because of the rain causing unsafe driving conditions as well as my wife not feeling good and not wanting her to be outside in the rain for hours on end when she's already not feeling good, we decided to not go. My wife does not have health insurance; therefore, we did not have her go to the doctor just to prove to AXS that she was not feeling well. That would've cost more than just eating the ticket prices. So, I submitted a claim with AXS and provided proof of event cancellation and unsafe driving/weather conditions. Apparently, I should've told them about my wife feeling sick; however, I didn't think they'd approve that without "proof" that she was sick. They denied my claim, saying that my reasoning was not covered. I disputed the charge with my credit card, and they ruled in favor of AXSshocking, I know. The system and capitalism are built on favoring the merchant and not the customer. Their customer service is also absolutely terrible. It took them a week plus to even respond to me. This company *****, and I will NEVER use them again in any capacity, nor would I recommend anyone to. Their "wording" for what is covered is useless. It's not even worth paying the extra money for. I want my money back, as we did not attend the event for VALID reasons.
Business Response
Date: 07/18/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a set of tickets for a renaissance fair on June 4, 2025 for $62.11. I received a confirmation for those tickets. When I received my cc statement I was charged twice, once on June 4, 2025 and once on June 5, 2025. for the tickets (i.e. I was overcharged $62.11) The customer service person I spoke with at ******************** confirmed that I had only purchased one set of tickets and after seeing my statement agreed that I had been charged twice. After numerous emails and phone calls in an attempt to receive a refund for the fraudulent overcharge, I received an email that said "We are not able to refund for passed events." and "all sales are final". I called again today and was told there was nothing they could do, the decision was final. I sent an email to the CEO, ***** *****, to see if he could resolve this.Business Response
Date: 07/18/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased pre-paid parking to the ***** ***** concert at *************** on 07/17/25. I no longer need the pre-paid parking so I reached out to AXS to inquire about a refund because they don't allow anyone to sell their parking passes. On their website it says tickets, not parking passes, are non refundable. I have attached a screen shot of their policy regarding concert tickets. Parking passes are not mentioned in the refund/no refund policy at all. The customer service *** said it's not their policy to refund. I asked why I can't sell the pass. She said they don't offer the option to sell or transfer parking passes. My opinion is that I should get a refund then. If I purchased concert tickets, I would have the option to sell or transfer the tickets, so I understand why they don't offer a refund. I paid $25 for a parking pass that I was just told cannot be sold, transferred, or refunded. Seems like theft to me since they make it so the buyer can't sell the parking pass. The customer service *** was rude when I asked why I can't sell or transfer it or get a refund. She said she could offer no more resources and abruptly ended the convo. Not very good customer service in my opinion.Business Response
Date: 07/15/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:07/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the AXS app, I purchased two tickets for a concert for a total of ****** but when I received my confirmation it was for only one ticket. Order number ********. I was clearly quoted for two and went through the checkout process for two tix but only got one. I phoned AXS three times and each time they refused to let me speak to a supervisor or refund my purchase.Business Response
Date: 07/15/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Customer Answer
Date: 07/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:07/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am demanding a full refund for my tickets. There were numerous quality issues with my ticket at the Belly Laughs festival. I repeatedly asked that my concerns be escalated to a manager and they were not. I am formally demanding a full refund and a formal response from management.Business Response
Date: 07/15/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a parking pass from AXS through ******* on April 26th for an event on July 11th at ******** in **********, **. Upon arriving we discovered all of the parking lots closed due to the 3 other events going on that day. ******* has a policy of selling tickets but you then are required to transfer them to a third party. This doesn't happen until a few days prior to the event, for me this was July 9th. So I followed their directions and only the event tickets came through. So I contacted AXS via email and have still not gotten a single response. July 13th! I have spent about 3 hours giving Stubhub all the evidence they asked for to help them help me and they are now just ignoring me altogether. I paid $34.51 for parking and turns out after just finding a lot on the fly I only ever needed to pay $20. I paid the ***** bc when I googled the lot it was right beside the venue and I thought how convenient. But again upon arrival that lot was being used for a marathon! I was told by Stubhub that a 4th party should have contacted me for parking, Parkwhiz. But they never did. I believe they never did bc they knew what their lot was being used for on that date. Which is why I know that stubhub via axs or vice versa fraudulently sold parking passes that they never had access to.Business Response
Date: 07/15/2025
Hello there,
Thank you for contacting AXS.
It is best to reach out to your point of purchase regarding this matter. We truly apologize for the frustration caused by this situation.
Thank you!
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I keep getting flagged as a bot. I have been told to wait 2 to 24hrs before purchasing a ticket. That would cause me to buy tickets left over. The good ones sell first. I tried different browsers and used a different device and all did not work. I can't buy tickets but they are selling resale tickets on all resellers. Their system is corrupt or they are picking and choosing who can buy tickets. Unfortunately all venues use this agency and appernently they are corrupt. This is the third time I cannot buy tickets to a popular event. My error messages either say I am not a real fan or when I choose tickets they say sorry its too late. Too late on every ticket I choose. This is some sort of monopoly in my opinion.Business Response
Date: 07/12/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased tickets thru AXS on 8 May 2025. I put tickets up for sale. Order # ********* Indiana Fever Vs Dallas WIngs 1 August 2025 I received a confirmation that they were listed. I received an email stating the venue changed from ************ to the ************************. The same day (7 July) I received an email stating that I deleted my listing and the tickets were no longer for sale. I DID NOT delete the listing. Furthermore, the tickets were not returned to my AXS account. Customer support is only available through a very slow and apparently deliberate "live chat" - that appears to be designed to frustrate customers attempting to resolve ticket issues.Business Response
Date: 07/12/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
"I purchased #5 tickets for the ********* vs **************** match on 07/04/2025 through AXS, including the *** AXS **************** for $35. Unfortunately, my son had an accident, and we had to cancel the tickets for this event. The next day, I spoke with an AXS agent to request a full refund for the tickets, citing the ticket insurance coverage. However, the agent claimed that my order didn't include insurance coverage and provided ridiculous arguments, stating that the insurance was for different tickets. When I provided a screenshot of my bank statement showing the $35 charge for *** AXS **************** as proof, the agent still refused to assist me. Now, my case is closed, and no one is responding to my complaint. It seems that the "*** AXS ****************" is just a way to take your money without providing any real coverage.Business Response
Date: 07/18/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.
We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two premium tickets to the ***** ******** etc concert at the ***** on March ******. Concert was scheduled for june23,2025 but after my purchase it was rescheduled to sept 2025 when we cannot attend. Igot an email saying I could request a refund within 30 days which Ive been trying to do ever since because we cant attend in September. Today in a chat with axs *** they said no refund. This is unacceptable when axs canceled and changed the concert dates. I will never deal with axs again. A scam. I attend a lot of concerts supported by other ticketing companies and this has never happened to me before. Over 1200 dollars lost.Business Response
Date: 07/12/2025
Hello,
Thank you for contacting AXS via BBB. We apologize for the frustration caused by this situation.We would like to further review this matter and will be reaching out to you via the contact information, you provided in this form. Please look for an email from ******************************************************************
AXS CUSTOMER CARE
****************************** | Chat Live!
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