Provide staff with correct info to avoid disappointment!

Firstly our BGT eTicket states the queue should be no more than 10-20 mins, we queues for nearly 2hrs. When we first arrived we were too early so was told to come back as the afternoon session were still queuing. We came back only to find the afternoon session still queuing because the show had been delayed. We spoke to a member of the team who told us to return at 3:30pm. Fortunately we arrived at 3 because the queue had already started. We finally exchanged our eTicket for seat tickets and asked when to come back. Here’s where it went wrong. The member of staff issuing our ticket told us to come back AT 7pm. She did not say BY 7, or doors shut at 7 or no later than 7. We arrived back at 7:10 to be told that the doors were shut and we weren’t allowed in. So my assumption is that the doors to let people in must have opened way before 7pm so why were we told to be back at 7pm. I appreciate the tickets are free but the travel, food & drink for our family is not. It would be great if Applause Store had some respect for others and ensured the staff representing them provide us with the correct information so that we can avoid disappointment & wasting our time & money. Not impressed at all!!