Many reviewers describe quick, effective help from named support agents who resend tickets and fix problems within minutes. At the same time, repeated payment failures, site errors, and missing or misrouted ticket emails stop people from buying. Several customers say refunds were refused after cancellations or date changes, and they struggled to reach support by phone. Delivery misses and weak notice about event changes come up often.
Examples from available reviews (Jan 2023 – Mar 2026).
Support resolved my issue within thirty minutes.
“Sorted the issue in 30 mins.”
Customer service quickly resent confirmation and supplied PDF backup.
“they resent the confirmation and also provided pdf’s as a back up!”
Gig started very late, communications were absent and refund was refused.
“Ticketweb refuse a £30 refund.”
Card payments repeatedly declined and customer service offered no resolution.
“After MULTIPLE emails I still had no resolution or tickets”
Customer service often fixed missing-ticket issues fast. Several reviews name agents (for example Rey and Louie) who replied within minutes and resent tickets or processed one-off refunds. Another set of reviews describes refused refunds, slow replies, and card-charge problems that were not resolved.
Many complaints focus on high fees, surprise charges, and fees kept when events are cancelled. Several reviewers say they were charged more than expected or billed multiple times, and describe later refund attempts as unsuccessful.
The site frequently stopped purchases with repeated "unexpected error" messages, declined valid cards, or failed to load. A smaller number of users describe an easy, smooth checkout.
E-ticket delivery issues show up repeatedly: tickets sent to old addresses, not arriving, or arriving without seat or section details. A few reviews mention tickets not working at the venue or physical tickets that never arrived.
Reviews often mention missing or misdirected emails and no working phone line. Several customers say event-change notices arrived late and landed in spam; others praise fast support replies while still pointing to broader gaps in communication.
Reviews split between quick, effective fixes by named staff and problems that remained unresolved, including non-delivery, payment failures, and refused refunds. Positive stories focus on recovered tickets and fast refunds; negative ones point to poor communication and billing issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (80) · bbb.org (6) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Support allowed a one-off refund quickly and resolved the mistake.
“within a couple of hours had a response allowing a one-off refund”
Customer service resolved my mistyped email issue the same evening.
“In the same evening they got back to me and resolved my problem.”
Support resolved a mistyped email and sent tickets the same evening.
“In the same evening they got back to me and resolved my problem.”
Card payments repeatedly declined and customer service provided no resolution.
“Declined card.”
Card payments repeatedly declined and customer service offered no resolution.
“After MULTIPLE emails I still had no resolution or tickets”
They resent my lost tickets within a couple of hours.
“they resent them to me!!”
Tickets disappeared from phone but TicketWeb quickly resent them.
“Quick email to ticket web within a couple of hours they resent them to me!!”
Tickets sent to an old email and support were unavailable, causing loss.
“they mailed them to that old college address”
Could not phone customer service and missed the concert.
“Not able to call any type of customer service.”
Support agent Rey responded quickly and resolved my ticket issue.
“Rey messaged me back quickly and was super helpful to help me sort the issue.”
E-tickets arrived within minutes after contacting the help desk.
“I contacted the help desk and within minutes I’d received them.”
Emailed customer services and received tickets within half an hour.
“within half an hour had a reply and an email with my tickets.”
No responses and delayed ticket delivery caused major frustration.
“No contact number nothing.”
Prompt, polite and efficient refund for a rescheduled event.
“Super prompt response, polite, friendly and efficient.”
No one to talk to after an event change; service was poor.
“No one to talk to. Terrible service”
Customer service refused to exchange tickets for a different event.
“I do apologize but we aren't able to exchange tickets for different venues/location.”
Support team quickly resolved an email delivery problem with my tickets.
“The support team was very quick to react, and sorted the problem for me.”
Received event confirmation for a closed venue and no refund reply.
“TicketWeb; your after sales customer care is disgraceful!”
Customer service responded quickly and resolved my issue.
“had my issue sorted quick.”
Paid for physical tickets as a gift but none arrived and no help.
“No tickets arrived, no help from helpdesk.”
Quick, professional response to missing e-ticket query resolved the issue.
“A quick response to my query regarding not receiving my etickets.”
Lost e‑tickets were resent by customer support within thirty minutes.
“they were resent within 30 minutes- excellent service”
Louie E was helpful and responded quickly to my request.
“Louie E. Was super helpful and quick when processinf my request!”
Louie resolved my issue promptly, but Ticketweb needs better communication.
“Ticketweb really need to step up their communication with their customers”
Louie E quickly resent my missing ticket on the day of my gig.
“before long Louie E had sorted it out for me.”
Venue moved, refund refused and email customer service was unresponsive.
“Absolute scammers.”
Change of venue not communicated and refunds were not provided.
“a refund would not be forthcoming if ticketweb doesn't inform the buyer”
Ticket failed at the gig and refund request was ultimately refused.
“the ticket didn’t work and name wasn’t on the system”
Event was cancelled and TicketWeb refused to refund the purchase.
“it was canceled. They will not refund me my money”
Refund briefly issued then reclaimed and phone support was unavailable.
“Its giving fraud vibes!”
High fees and restrictive refund policies discouraged future purchases.
“If the event is cancelled, you won't get those fees back.”
Tickets were delayed and customer support was unresponsive before the event.
“the tickets weren't being released until July 20 in case they were "oversold.”
Card was charged multiple times and refunds were refused.
“Charged my card multiple times without authorization on my end”
Refund was denied after performer rescheduled, despite others receiving refunds.
“I asked for a refund because the performer rescheduled”
Tickets were not emailed and responses came only after repeated contact.
“They were supposed to email them and they never came.”
Date changed and refund was refused despite inability to attend.
“they changed the date of the venue and I am unable to attend on the new date”
Payment system repeatedly declined valid card details.
“payment would constantly decline when info is correct.”
Event advertised as all-ages but venue refused child's entry and denied refund.
“the event was exclusively for attendees aged 21 and older.”
Multiple payment attempts failed and website prevented purchasing tickets.
“It's imposible to buy tickets on their website”
Tickets were not received and contact links and phone number failed.
“I have not received the tickets and the US link to send an email does not work.”
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.
TicketWeb runs an online ticketing platform for concerts, festivals, theatre, and other live events. It issues e-tickets and, where available, offers physical ticket delivery. The site processes card payments and connects with organisers and venues to manage ticket stock and seating. TicketWeb also provides support channels for ticket reissues, payment questions, and delivery issues.