Delfont Mackintosh Theatres Recensioni 

I wanted to buy tickets for a show as a surprise Christmas present. I phoned and asked what would happen if the recipient couldn't make the chosen dates or had already seen the show. Was told they could change the dates up to 48 hours beforehand or exchange for vouchers and book a different show.

So I went ahead and booked online, as recommended.

Unfortunately the recipient had already seen the show. But when I tried to exchange the E-tickets for vouchers I was told this wasn't possible and has never been DMT's policy.

I even offered to pay an admin fee but "No", not its policy. Despite being told over the phone I could do this!

I would never have booked tickets for a specific show and dates if I'd known this beforehand.

I've lost £100. DMT is totally inflexible and I only wish I'd checked Trustpilot before booking.

I've never experienced such heartless and inflexible customer support before and will steer well clear of DMT from now on. So caveat emptor as far as these guys are concerned.

We were mugged and my bag stolen 1.5 hours before the show, so we ended up missing it. We had 6 tickets full price and the theatre has shown no goodwill or support. The wonderful policemen who took our statements even came into the theatre to help support us, and the management were just rude and wanted nothing to do with us.

This theatre does not live up to its benefactors name, and we will not come back to watch the show.

Very very poor, and sadly not one ounce of empathy 2 days from Christmas and in traumatic circumstances. You should be ashamed.

Cannot book a single ticket online as they only sell tickets in pairs. Discrimination of the rudest kind. Dont even recognize that this is a problem, They are actually afraid they are not selling every last seat. - when there are hundreds of unsold seats left for the next day.
Funny enough on other websites you can book just one ticket for the same performance - just for more money.

if i could give no starts i would, have been a member for years and booked a box for Mary Poppins for us and our friends, the booking system said side view that you would expect with the box, unfortunately it was a restricted view, half the stage is out of site so we missed half the show, when i informed the booking office they said you pay the premium to sit in the box! nothing about the tickets being mis-sold, its a real shame that booking direct with the box office has lead to them lying about the view, i have since found out that other sites sell these as restricted view. they will not entertain any kind of refund not even a voucher!! really bad customer service from what i thought was a great company.

Trying to exchange tickets. Website payment fails every time I try to select new tickets, on multiple browsers. I've now been on hold to their customer service for 50 minutes so far, since being told 5 minutes into the call I'm "second in the queue". I've spent nearly 2 hours already trying to sort out something relatively simple (exchanging tickets) yet it seems to be impossible. Terrible customer service, will not book with Delfont Mackintosh again.

We have used Delfont Mackintosh to book several plays and when nothing goes wrong the experience has been good. But when something unexpected happens their customer care is very poor. We had booked two tickets for To Kill A Mockingbird, but the day before the show my wife tested positive for Covid. Although her symptoms were relatively mild, we felt it wrong for her to go. On the day of her test we must have tried to contact Delfont Mackintosh at least ten times: email - no reply, one promised in three working days; ‘live chat’ is not a live chat, you simply get pre-programmed, unhelpful responses; phone - ‘our lines are busy, we are now hanging up’. We managed to talk to someone the next day, but the effort was not worth it. We were told it was too late to ask for a refund or future tickets, as if getting Covid was poor planning on our part. Then it was suggested that we could always give our tickets away. This is not a company that deals well with its customers when they need a bit of help.

I have a Delfont Mackintosh membership, have had for years. I had trouble using a large credit after I had to cancel my seats to Les Miserable, the Concert after my granddaughter had an audition on that day.
Annalise not only sorted the refund she also sent some goodwill vouchers. Thank you.
Once again I had a problem using the remainder of my credit and today Gary was so helpful sorting out A new voucher. Also, we had tech talk tickets to Mary Poppins yesterday plus we watched the show after. The talk was terrific and Gary kindly changed my tickets to better seats. Thanks so much.
Mary Poppins has to be the most spectacular show in London right now. We’ve seen it before but tonight it seemed even better. My experience with DMT should be taken as the gold bar standard. Absolutely excellent.

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.