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.
Examples from available reviews (Jul 2022 – Feb 2026).
The website was easy to use and purchase was hassle-free.
“Their website was easy to navigate and order from”
Tickets not visible and customer service channels were unreachable.
“customer service non existing”
Complex ticket process forces app download and requests intrusive permissions.
“They keep asking to have access to my device, my contact list, my photos, my location”
Staff member kindly and calmly helped access printed tickets.
“kindly and calmly helped me access our tickets”
Multiple reviewers report long waits and poor responsiveness from customer support; a minority praise individual helpful agents resolving access issues.
Some reviewers note reasonable prices and prompt insurance refunds, while others report denied refunds or losing money when tickets were not delivered.
Many users describe difficult or convoluted booking and app processes, forced app downloads and late ticket availability; several report quick, straightforward purchases.
Common issues include non-delivery of e-tickets and undisclosed restricted-view seats; other reviewers report timely delivery and clear ticket information.
Frequent complaints about unanswered phone lines, bounced emails and inaccessible contact numbers contrast with a few reports of clear, helpful agent interactions.
Overall impressions trend negative: many customers experienced stress from missing tickets and poor support, while a smaller group had smooth, trouble-free purchases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Website had no events or navigation and fake contacts.
“no events, no tickets, no search navigation”
Long phone wait with no answer and poor service.
“Waiting on the phone for half hour”
Waited 1 hour 32 minutes with no customer service response.
“I waited 1 hour and 32 minutes”
Long phone wait and no response to messages.
“waited 1 HOUR AND 45 MINUTES, NO ANSWER”
Tickets not visible and customer service channels were unreachable.
“customer service non existing”
Tickets not sent and company provided no customer care.
“the tocket factory never send them”
No ticket delivery and company notice left reviewer without tickets.
“no delivery of tickets no emails”
Payment taken but e‑tickets not delivered and contacts unreachable.
“impossible to get delivery of e-mail tickets”
Disabled customer forced to prove status and felt poorly treated.
“Making someone in a wheelchair after an operation prove they are disabled is absurd!”
Couldn't get a refund months after purchase and dissatisfied.
“I can't get a refund for tickets that I purchase a few months ago”
Seeks a refund because the Peter Kay performance was poor.
“I would like a refund for the Peter Kay at Birmingham arena”
Staff member kindly and calmly helped access printed tickets.
“kindly and calmly helped me access our tickets”
Ticket lacked restricted‑view warning and reviewer was disappointed.
“no mention of a restricted view when buying the ticket”
Booking tickets took a whole day and was very frustrating.
“Spent whole day to book tickets to HOYS.”
Insurance allowed a full refund within 48 hours.
“Full refund in less than 48 hours”
Tickets issued promptly and printed tickets were accepted without issues.
“Once booked email came through immediately”
Tickets arrived the day before with no problems.
“It was a breeze.”
Website only shows order numbers and lacks clear ticket details.
“it only displays an order number and the date purchased.”
Forced app download didn't show tickets and was convoluted.
“No sign of the tickets in my wallet despite logging in”
Complex ticket process forces app download and requests intrusive permissions.
“They keep asking to have access to my device, my contact list, my photos, my location”
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!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of 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.