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
Our Analysis
Service quality
Multiple reviewers report long waits and poor responsiveness from customer support; a minority praise individual helpful agents resolving access issues.
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.
User experience
Many users describe difficult or convoluted booking and app processes, forced app downloads and late ticket availability; several report quick, straightforward purchases.
Product quality
Common issues include non-delivery of e-tickets and undisclosed restricted-view seats; other reviewers report timely delivery and clear ticket information.
Communication
Frequent complaints about unanswered phone lines, bounced emails and inaccessible contact numbers contrast with a few reports of clear, helpful agent interactions.
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.
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Data Collection
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AI Analysis
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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!"
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..."
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..."
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..."
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 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...
Waiting on the phone for half hour and…
Waiting on the phone for half hour and no one c...
How long is acceptable yo speak to customer services
I waited 1 hour and 32 minutes without any success of speaking to someone from...
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...
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...
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...
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...
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...
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...
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...
I would like a refund for the Peter…
I would like a refund for the Peter Kay...
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...
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...
Painful process
Spent whole day to book tickets to HOYS. Something that should be a straightforward...
A++Service
Took out the insurance had to miss the concert F...
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...
It was a breeze
It was a breeze. Tickets came through the day b...
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...
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...
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.