Review Time
If I could give 0, I wouldI purchased tickets for an event via a payment plan in December. The payment plan has been going smoothly with £110 of payments going over to AXS. They contacted me out of the blue advising they had missed a payment and I had three days to pay until my tickets were cancelled. I went straight on to the payment plan details and it advised no missed payments nor anywhere highlighted to make a payment if it was missed. I got in touch with customer service without a response, I hadn’t heard anything back so presumed it was an error on their end. I have logged in today to see that the tickets have been cancelled. I was not informed about this nor have I been offered a refund of the £100+ that they have taken. It is diabolical and I wouldn’t recommend this to anybody - use other providers if you can!
We tried arranging an accessible seat in advance for my husband who tore his Achilles a few weeks before we attended the Zach Bryan concert on June 29th. We received a response 3 days later saying there were no more spaces available. However, at the concert people from the accessibility crew came and found my husband and moved us up much closer to the stage. It was an amazing viewing experience and we were very thankful for it!
Where possible avoid buying tickets from this company! Misleading emails are sent out to upgrade your tickets and when you arrive at the venue you are told you missed out an upgrade step and have to pay a large sum on the day or have the choice not to upgrade and claim your money back later. When coming to claim your money back after the event for a service you did not use you are apparently not entitled to a refund. Multiple phone calls with extra charges and a waste of time will most likely lead to you being worse off! Disgusting service!
Wrote a review about AXS banning me from buying tickets for no apparent reason and they said their Customer Service would reach out to me. Have they? Of course not, I’m guessing this is their standard response to a poor review.UPDATEAXS responded and gave a bog standard answer and would not answer specific questions of which part of the Purchase Agreement have I allegedly breached and why have I not had an opportunity to respond to the allegation and also how long the ban is. Surely they can answer this question. But it seems once they have responded they cut you off as they did with me on Messenger when I asked about it. I would give a rating of Zero if I could.
I found it an appalling process. Why do we have to put the ticket on our phone? That is not something I would normally do. Why not just bring the printed tickets?Older people like me do not need added complications to a booking process. Even my son, who works in IT and helped me get the app sorted, couldn't understand why we needed the added complication of using an app. The online system also lost my requirement for disabled parking.
Raised a complaint with them nearly a month ago and they still haven't responded or acknowledged my email but are happy to bombard my inbox with 'customer satisfaction surveys'These companies suck the life out of the music industry. We pay extortionate fees to attend the most sterile events but when it comes to actually supporting fans when there is an issue or genuine complaint they don't care.If anyone from AXS is reading this the complaint ticket is 11527412
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Lead ticketing agent for The O2, OVO Arena Wembley, AEG Presents and more. Website - www.axs.com/uk + Customer Services - https://support.axs.com/hc/en-gb
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