Several reviewers say their e‑tickets never arrived and phone lines rang out with no answer. Many describe a confusing website and app journey where tickets are hard to find and the app asks for intrusive device permissions. A smaller group report instant email confirmations or refunds processed quickly. The result is a clear split between smooth purchases and orders that left people without tickets.
Examples from available reviews (Jul 2022 – Mar 2026).
Waited 1 hour 32 minutes with no customer service response.
“I waited 1 hour and 32 minutes”
No ticket delivery and company notice left reviewer without tickets.
“no delivery of tickets no emails”
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”
Insurance allowed a full refund within 48 hours.
“Full refund in less than 48 hours”
Many reviews describe tickets not being delivered and buyers receiving no confirmation after paying. Others report straightforward outcomes: ticket emails arriving immediately, printed tickets being accepted, and refunds completed within two days.
Several customers say refunds stayed unresolved after cancellations or purchases they no longer wanted. One review mentions an insurance refund completed in under 48 hours, showing refund handling varies.
Users often call the website and app unclear: orders appear only as numbers, or they are pushed to an app that still doesn’t show the tickets. One reviewer spent a full day booking, while another says the site is easy to navigate.
Few reviews comment on event quality. One reviewer requested a refund after a poor performance, and another says a ticket was sold without disclosing a restricted view.
Many reviews mention long phone waits and customer service channels that can’t be reached, with messages going unanswered. A smaller number describe helpful staff in person or quick email replies, but these are less common.
Reviews show a sharp split between quick, trouble‑free bookings and cases that broke down completely, leaving buyers without tickets or any response. Overall, fulfilment and support appear inconsistent from one booking to the next.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: March 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 ticketing agent selling tickets for concerts, theatre, sport and festivals. It runs online booking and delivers e‑tickets, alongside box office fulfilment at venues. The platform connects with venue systems to handle seat allocation, access needs and resale options. Event organisers use it to distribute tickets, set pricing tiers and manage inventory. Support teams deal with bookings, exchanges and refunds for ticket buyers.