The whole service is out to rip you off. From the site to the phone service.
Firstly the site is hard to use and not very clear on how to finalize your purchase. Once you have selected your tickets and then finally find yourself at the check in stages, it gives you a 3 minute or so timer on each page, barely enough time to read through your purchase. Essentially rushing you to buy the tickets before reading them through thoroughly. whats the rush? my ticket inst going to sell in the next 15 mins, there's 100s left for god sake!.
Not only that they decide to add on a £10 service charge at the end of the transaction, which would have been handy to know prior to completing the checkout stage. Then finally they decide to throw in the £3.45 delivery fee right at the end! All this information is surely hard to take in while overlooking the details of your purchase with a 3 minute timer! Sort it out ffs!
Before I decided to use the online service I tried to order my tickets over the phone. The phone service tells you as you ring that it will charge you 9 pence per minute... Ok fair enough this wont take long.... But oh no it does, rather than connect you to someone to sort your transaction swiftly, you have to literally go through hundreds of options with the automated service, pressing 1 - 9 keys to finally find your venue, dates, seats, times etc. It's all blatantly designed to keep you on the phone as long as possible.
The whole company is really taking the p*** out of you, but they know they can get away with it as it's the only source of getting event tickets for many big events.