Delfont Mackintosh Theatres Reviews

The customer service I have received had always been outstanding. Always obliged to help and nothing is too much trouble. Tom Carpenter has been especially helpful recently. Thank you Tom!

Tried to book over the counter because there was a technical glitch on their website that deducted (pending but ultimately reversed) from my account but said transaction was denied. The woman over the counter first booked a ticket for a past show (not sure how their system even allowed it), and only realised it after her colleague pointed it out. When she did find the show for the right date, the money was already deducted from my card, she told me that for the same price, the only seats available are the ones at the extreme right. I asked if they were obstructed but she confidently claimed that it was absolutely clear, no obstruction. Something didn't feel right so I asked for some time to consider and wanted to look up the seats online to check. During that time she repeated, "So do you want the seats?", "Hello, can you hear me?", "Unless you want to pay more, these are the only seats available". I responded the first few times with something like, "Hold on, I'm considering". Halfway through she may have realized I wasn't buying her lie and she then admitted, "It's partially obstructed". Ultimately with that, her constant pestering and seemingly condescending tone, I decided to not take up those seats. I asked for a refund, which she then asked me to tap my card on the reader. I asked for a receipt of the refund or a note indicating so, and she just replied, "No", "We cannot do that". Thankfully the refund did come in a few days later, back in my home country. Not a pleasant experience for me.

Went to a performance of the Life of Pi, purchasing tickets that were not marked as restricted view. When watching the show a metre and a half at least at the front of the stage where lots of the performance took past was not at all visible.

Wrote to Delfont Mackintosh suggesting that in future the seats should be marked as restricted view and received back a message from the Customer Service Supervisor simply disagreeing with me, and saying that because ‘The producers spend a good deal of time carefully pricing each seat in the auditorium as they see appropriate, based on the view, location and comfort’, and that they ‘do not consider [the seats] to be are restricted’ I was incorrect. They suggested that I should ‘put the price into perspective, [as] the cost of these seats is around half the price of the most expensive’. Not sure that either of these excuse the fact they are selling clearly restricted view tickets without letting the consumer know that they are.

contacted them 5 days prior to our show (Hamilton) to obtain alternative date. Offered them a date, cause I did not respond within 24 hours (there email had gone into my junk box) so picked it up day after, I have lost 300 pounds. NO understanding, empathy or support! Thieves!!!!

I was so disappointed when my 7 year old nephew and I could no longer get to London today because of our cancelled train (storm Eunice)... not just our train, all trains from Wales. The Tower of London, London Eye, London Dungeons and Avanti have been fantastic and rescheduled our tickets. This was the only company that said because the cancellation was less than 24 hours to the show they would not reschedule. Moral of this story, don't book theatre tickets on your first (and only) night in London in case your train is cancelled, do something else.

Phone numbers are either disconnected or no longer accepting calls. No email address provided on their website. Chat widget is only manned by a bot. Basically impossible to talk to anyone about the fact that they've managed to charge me twice!

I needed to book a seat for a wheelchair user. At first, I tried the numbers google gave me but they didn't work. (The 0844 number can also be called using 0344 instead which shouldn't cost.)
I then found a link to call them to book accessible tickets - 00443444825137 and the person who picked up the phone was very helpful. Since I was booking for a wheelchair, she gave me a tremendous discount without me even asking for it! And she went to the trouble of asking her colleague to put in the code for her since it wasn't working when she tried.
To summarise, when I did manage to finally get through (after 10 minute wait) they were very helpful and efficient.

Great customer service, really helpful

Another dreadful west end theatre company. Access line doesn't work on continuous option loop so forced to call. An hour on hold to find correct info and book. Emails take 5 days to respond. Of course no chat available. Dire lack of customer service. This company despises the public who pay opera prices in its theatres.

We booked tickets for Life of Pi two years ago, and have moved the date three times due to covid, and were booked for mid October. I checked the website 2 weeks prior to check running times, but found it’s been postponed again to November.
I sent an email which wasn’t answered so I rang & was told I must have missed the email about the postponement (I hadn’t ) but had been allocated seats in December. They were no good so I was offered a credit note.
I totally appreciate they can’t help covid, but they have a duty of care to their customers paying £150+ for tickets. I now have non refundable train tickets and hotel booking but no show to attend.

Prince of Wales theatre, lovely place but uncomfortable seats, no leg room and very hot and stuffy. I thought that with covid air flow was supposed to be improved, no sign of it here though. Then the staff trying to force people to wear face masks despite the cramped, hot and stuffy conditions. Then the rip off bar precises so common in these places. Needless to say I won't be visiting again any time soon.

I am appalled that a theatre company of the stature of Delfont Mackintosh, should have such APPALLING after-care & total lack of customer service. I was given a theatre voucher for Xmas, which I wanted to use to purchase tickets to see Hamilton, at one of DM theatres. Alas, the company will not allow vouchers to be used to purchase tickets online - which is their recommended method of transaction. I therefore had no alternative, but to purchase said tickets by phone. Which, of course (!!!) was a premium-rate number. I was ‘on hold’ for an hour before speaking to a (very apologetic) operator & thus purchased the tickets. Imagine my consternation when a few weeks later, on receiving an enormous phone bill, of which the call the DM was itemised at £47.60!!!!! And, naturally, you have no way of contacting the company to complain in any way - other than another phone call & another exorbitant bill! There is no email address on the website, just a link ‘get in touch’ - which is utterly useless & does not let you voice the complaint in any way. It is totally outrageous, that the company does not accept theatre vouchers for online sales. Thousands of people will now have such vouchers, that were issued to them - by the company - when performances were cancelled during the last 18 months. It is equally outrageous & totally immoral, that to purchase any ticket by this method, the only phone line is an exorbitantly-high premium rate number. Shame on you, Delfont Mackintosh

They refused to give me a refund or credit when I was self isolating and couldn't attend a show. They said it was because it was less than 24 hours before, but I checked their terms and at the time I bought the ticket, they said covid related was exempt from this rule. Ignored my emails when I tried to follow up.

Booked 4 tickets for me and my hubby and 2 granddaughters.I booked accessible as I am Ambulant disabled.WOW was treat like royalty.Made sure we got to our seats by toilets.Came 3 times during what was a magnificent show Mama Mia.Can not fault this theatre the show and some excellent staff.THANK YOU ALL./

I bought and was charged for tickets. It has been 2 days, and I still have received no confirmation e-mail and no tickets attached to an e-mail. I have sent messages explaining my problem and have only received a reply that they’ll get back to me in 5 days (the performance is in less than 5 days), and when you call the theater, it says they are not accepting phone calls. I bought tickets directly from the theater’s website, but I’m really starting to think I’ve been scammed.