Reviews Analysed
21
We Collect & Analyse Reviews
The Ticket Factory
Experiences & Reviews
The Ticket Factory is a UK-based ticket retailer and official ticketing agent for live events. It sells tickets for concerts, theatre, sport, comedy and family events through an online platform and box office services. Consumers commonly use it to purchase advance and standard tickets and to manage bookings and delivery options. When researching reviews, readers typically look for information on ticket delivery, customer support responsiveness and booking or app reliability.
Overview & Key Metrics
Positive Sentiment
24%
Latest Review
21d
Overall Rating
1.9
Our Analysis
🎯
Service quality
Multiple reviewers report long waits and poor responsiveness from customer support; a minority praise individual helpful agents resolving access issues.
Share
Weak
17%
💰
Value for money
Some reviewers note reasonable prices and prompt insurance refunds, while others report denied refunds or losing money when tickets were not delivered.
Share
Weak
10%
⚡
User experience
Many users describe difficult or convoluted booking and app processes, forced app downloads and late ticket availability; several report quick, straightforward purchases.
Share
Weak
19%
🔧
Product quality
Common issues include non-delivery of e-tickets and undisclosed restricted-view seats; other reviewers report timely delivery and clear ticket information.
Share
Weak
12%
📞
Communication
Frequent complaints about unanswered phone lines, bounced emails and inaccessible contact numbers contrast with a few reports of clear, helpful agent interactions.
Share
Weak
16%
⭐
Overall experience
Overall impressions trend negative: many customers experienced stress from missing tickets and poor support, while a smaller group had smooth, trouble-free purchases.
Share
Weak
26%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (July 2022 – September 2025).
A Positive Experience with The Ticket Factory
"I recently purchased tickets for a concert through The Ticket Factory and had a fantastic experience. Their website was easy to navigate and order from, making the entire process quick and hassle-free. One thing that stood out to me was their wide selection of events. They offer tickets for various live events including concerts, theatre, festivals, sports, comedy shows and family-friendly entertainment options. The ticket prices were also very reasonable compared to other ticket-selling websites I've used in the past. Additionally, their customer service team was helpful when I had an inquiry about my purchase. Overall, buying tickets through The Ticket Factory made attending this event stress-free and enjoyable. I highly recommend using them for your next event purchase!"
Archibald Jenkins
Collected.reviews
Jul 15, 2022
Featured for: Positive experience: site, price, service
Disgusting Service
"Absolutely atrocious service, customer service non existing. I had the ticket factory app and was concerned as my tickets are not showing . There is n..."
Susan
Trustpilot
Sep 30, 2025
Featured for: Multiple failures: tickets, contact, delivery
I'm giving them one star too many
"I'm giving them one star too many. The process to get the tickets is so complex especially when assigning the ticket. The assignee is forced to downlo..."
Tuenmong Luk
Trustpilot
Sep 30, 2025
Featured for: App privacy and assignment process complaint
Calm, kind Georgia helped us access printable versions of our ticket for Eastbourne Tennis
"Big thanks to Georgia at The Ticket Factory who kindly and calmly helped me access our tick..."
Noelle M
Trustpilot
Sep 30, 2025
Featured for: Agent help resolving ticket access
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
M
Matt hew
trustpilot.com
Sep 30, 2025
Just trying to get tickets for pat…
Just trying to get tickets for pat Collins fun fair. Just took all the fun out of it. Signed up and logged in but there are no events, no tickets, no...
J
Jeremy Olszenka
trustpilot.com
Sep 30, 2025
Waiting on the phone for half hour and…
Waiting on the phone for half hour and no one c...
L
Lesler Santanasamy
trustpilot.com
Sep 30, 2025
How long is acceptable yo speak to customer services
I waited 1 hour and 32 minutes without any success of speaking to someone from...
M
Mr Patel
trustpilot.com
Sep 30, 2025
There is no option for ZERO stars
There is no option for ZERO stars. I rang the number and waited 1 HOUR AND 45 MINUTES, NO ANSWER. I sent 2 me...
S
Susan
trustpilot.com
Sep 30, 2025
Disgusting Service
Absolutely atrocious service, customer service non existing. I had the ticket factory app and was concerned as my tickets are not showing . There is n...
M
MR ANDREW NEWMAN
trustpilot.com
Sep 30, 2025
DO NOT BUY FROM THIS COMPANY
I am awaiting tickets to a concert which is tomorrow and as usual the tocket factory never send them. I am, then forced to run round using their conta...
I
Ian Tinnion
trustpilot.com
Sep 30, 2025
Absolutely terrible supposed to be…
Absolutely terrible supposed to be going to a concert in Birmingham Friday night no delivery of tickets no emails now getting an email...
A
Allen King
trustpilot.com
Sep 30, 2025
impossible to get delivery of e-mail…
impossible to get delivery of e-mail tickets, had copy of confirmation of oredr and money taken from bank account, but 72 hours later still no deliver...
M
Mrs Kellie Kirby
trustpilot.com
Sep 30, 2025
Wouldn't have given this 1 star!!
Wouldn't have given this 1 star!!! Making someone in a wheelchair after an operation prove they are disabled is absurd! Making someone in a wheelchair...
N
Neil Statham
trustpilot.com
Sep 30, 2025
Frustrating refund policy
I can't get a refund for tickets that I purchase a few months ago for an event in over a month's time. Maybe this is standard but seems ridiculous. Ac...
L
Lorraine
trustpilot.com
Sep 30, 2025
I would like a refund for the Peter…
I would like a refund for the Peter Kay...
N
Noelle M
trustpilot.com
Sep 30, 2025
Calm, kind Georgia helped us access printable versions of our ticket for Eastbourne Tennis
Big thanks to Georgia at The Ticket Factory who kindly and calmly helped me access our tick...
D
Deborah Lowe
trustpilot.com
Sep 30, 2025
Restricted view seat not described ec
Bought Pet shop Boy tickets in the presale for the Utilita Arena 8 June gig. Our view of the singers was totally restricted by lighting stacks on the...
I
Iwona
trustpilot.com
Sep 30, 2025
Painful process
Spent whole day to book tickets to HOYS. Something that should be a straightforward...
s
stuart
trustpilot.com
Sep 30, 2025
A++Service
Took out the insurance had to miss the concert F...
J
Jimmy Lee
trustpilot.com
Sep 30, 2025
Great service
Ordered x4 Olivia Rodrigo Tickets the day before the Gig and was apprehensive when booking as they mentioned printed tickets, as the venue had stated...
C
Chelsea
trustpilot.com
Sep 30, 2025
It was a breeze
It was a breeze. Tickets came through the day b...
A
Andrew Newman
trustpilot.com
Sep 30, 2025
NEVER BOOK AN EVE NT WITH THIS COMPANY
NEVER BOOK AN EVE NT WITH THIS COMPANY. The website this company use is a disgrace. You login and look at the orders you have purchased and it only di...
K
Katherine Thomas Wilson
trustpilot.com
Sep 30, 2025
Resent having to download an app onto…
Resent having to download an app onto my already congested phone, just to get my tickets to the RHS urban show. No sign of the tickets in my wallet de...
T
Tuenmong Luk
trustpilot.com
Sep 30, 2025
I'm giving them one star too many
I'm giving them one star too many. The process to get the tickets is so complex especially when assigning the ticket. The assignee is forced to downlo...
Conclusion
Reviews present a mixed picture for The Ticket Factory. Multiple customers report long waits for phone support, unanswered emails and problems receiving e-tickets, including cases where tickets only appeared late or in a different app. Conversely, several reviewers describe quick, successful orders, immediate email confirmations and prompt refunds through insurance or responsive staff. If you plan to buy, keep confirmation emails and proof of purchase, check ticket delivery before travel and contact the venue box office as a backup. Consider purchasing ticket insurance where available and allow extra time before an event to resolve any access issues.