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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

Reviews Analysed 21
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
17%
Weak
💰

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
10%
Weak

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
19%
Weak
🔧

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
12%
Weak
📞

Communication

Frequent complaints about unanswered phone lines, bounced emails and inaccessible contact numbers contrast with a few reports of clear, helpful agent interactions.

Share
16%
Weak

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
26%
Weak

Our Independent Methodology

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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.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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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...

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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.