I accidentally booked tickets for the wrong date, I called the customer service number, and within minutes, the tickets had been swapped to the correct day for me at no extra cost. The replacement e-tickets were in my inbox within minutes of ending the call. I am surprised to see so many negative reviews, as my experience of this company has been great

After Spending hours trying to get tickets but being constantly thrown out of the website as it frequently crashed (apparently due to high demand but surely they should know the demand for a big artist will create this and can plan accordingly) you finally get hold of tickets and spend 100's of pound to secure them. Not a great experience up till now but hey thats transacting with computers for you. So eventually have a problem and need help from customer service rang no answer or queing for substantial time. Use the email giving a full explanation of the problem and help required. Receive a 2 line response from Carla who clearly has no interest in providing a positive customer experience and offers no apology or explanation as to why they can't help me resolve my issue. With other more customer focussed businesses entering this space like Amazon who understand that the customer experience is crucial and ensuring that customers have a positive experience I would have thought ticket factory would need to work harder to keep customers not force them in to the arms of their competitors. So maybe dealing with a human instead of a computer isn't better? Overall a very poor experience.

£700 WORTH OF TICKETS SENT TO WRONG ADDRESS Asked for explanation and told that because I said the house name in Welsh it was not clear which one it was - entire conversation in English apart from house name - of course it was confirmed in Welsh, its a Welsh name. Response to email complaint was quick but resent Ticket Factory trying to turn blame to me. Luckily for them Mr. Postie had the gumption to deliver to the right person.

You call this company and they make you wait 25mins on the phone, still no answer from a customer service agent, then you get a phone bill for £17. Disgusting that no one answers the phone yet your still charged for it. Their customer service is terrible. I wouldnt reccomend them to anyone.

Website gave multiple errors, timed out the one time I got it up. Waited 30mins on the phone - they did not pick up. I phoned customer services, another endless wait, hung up after 23mins. These guys are THE Nec ticket sellers. If I ran the Nec I would sack these people - absolutely terrible waste of time, & I never got the tickets , so they won't EVER get me at The NEC again, not that you can get tickets anyway. Terrible experience, but it's what you expect now from these big Companies I guess - bad service, understaffed & run by overpaid idiots.

Easy to navigate but disappointed a charge of £1 was made just to email a ticket. All my other e-ticket purchases elsewhere have been free. Disappointed.......