Delfont Mackintosh Theatres Reviews 

About 10/15 minutes before 2pm we joined the end of a long queue waiting to get into Cyrano De Bergerac, at Noel Coward matinee on the 20th June 2026. We asked the usher managing the end of the queue if we would have time to go the loo as we had rushed from a restaurant on a hot day and had drunk a fair bit of water. She said 'they will not start without you or empty seats'. Eventually they started letting people in and we got to the front of the queue at the doors. The usher scanning our tickets directed us to the nearest ladies and we whipped in quickly. When we came out we saw some people running down to the auditorium to get in whilst ushers were shouting 'you can't go in, it has started'. The people ahead of us went in and my friend and I went to follow them. The ushers said, 'we are going to call security' and I said 'please do!' (the other people just went in regardless).
When 'security' arrived; a moody, accented woman with no hint of customer service or smile or apology (turned out she was the front of house manager) - it was now 2.06pm (she said it started at 2pm and you were late).
Surrounded by security, ushers etc my friend and I - out celebrating her 65th birthday felt intimated. I went to take a picture of her name badge so I could remember it - she went mad, saying I did not give you permission, you are invading my liberty etc etc. She refused to allow us a refund, was unapologetic and when we finally were allowed in to see the play - we were on end of aisle seats, we could not understand what was happening for a considerable period.
We think that a lot of people were rushed in at the last minute and not allowed to use the toilet as the amount of people who got up during the performance and came back in - presumably to use the loo - was the most I have ever witnessed.
I go to the theatre about 1 to 2 times a month and have never seen such a mismanaged admission.
Completely ruined our day and opinion of Cyrano De Bergerac.

We went to see Hamilton with Leslie Odom Jr and whilst we were there wanted to purchase a program as a momento. They were just advertised as ‘the big one’ or ‘the little one’ so we went for the big one assuming they were both the same. Unfortunately the big one didn’t feature the cast of the actual night, but the little one did. We didn’t realise this until afterwards.

We loved the performance and when reaching out to customer service to see if we could purchase a small program and organise for it to be shipped to us, as we live outside of London, they didn’t even try to help. Simply ‘no’.

You’d think that since their customer service has that poor reviews that they’d at least try to turn this around with such a simple request, but instead they’re left with yet another dissatisfied customer.

Do not use Delfont Mackintosh to purchase theatre tickets, customer service is appalling. I purchased tickets to see the musical Oliver in November 2025 and booked specific seats for a reason. On arrival yesterday 30th June 2026, we found our seats had been changed without prior discussion or our permission. The theatre box office dressed the seat change up as an "upgrade" which I have never heard of before! In reality our seats were already occupied and we had no choice but to take the new seats offered. The view was terrible for various reasons and our evening ruined. I contacted Delfont Mackintosh customer services by email the following day as the Gielgud Theatre does not have it's own customer service department and their response has been a disgrace. They already had our money (£340) and could not have cared less, using every excuse they could find. I would definitely recommend to use an alternative ticket provider so you are not disappointed and actually get the seats you book!

Update, later same day. Still website complaints but blimey a DMack agent called me a little later and sorted my issue with minimum of fuss and much friendliness. Am grateful and impressed. So 5* for customer service.

Agree, awful website. Keeps saying log in details incorrect (they're not). Went the "forgot password" route but no email to reset ever arrived. Went the "create new account" (suggested by the AI bot who said they've recently updated their ticketing website - yeah, sure) but still couldn't get in. The AI Chat bot infuriating as they almost always are.

We recently went to the Prince Edward Theatre to see beetlejuice the musical. Unfortunately my daughter became ill when we arrived and we had to leave shortly after, but the staff were amazing in helping us while we waited for a taxi, even putting the show on a tv screen so she could still hear the songs, and on contacting the theatre afterwards we were assisted with getting tickets to return at a later date to see the show. The staff couldn’t have been more helpful and the theatre replied quickly to help with future access needs.

Terrible Customer Service and ableist, non inclusive attitudes.
My daughter is part of the access scheme which means due to disability a person can purchase seats at a discount.
She is only 15 and a huge fan of Hamilton. Managed to get discounted tickets for the show a couple of weeks ago. The website wasn’t working but customer services were extremely helpful and helped me source appropriate seats.
Fast forward to today. I tried to get tickets for August when an original cast member is returning to Hamilton. My daughter is a big fan. The majority of seats are sold out already but I found two seats (not perfect but that’s ok) in one of the boxes. Again the website didn’t work so I spoke to customer service online. The person I spoke to informed me that because the show is almost sold out the access tickets are not available on those dates.
That makes no sense unless this is about money and not inclusivity. You either run an access scheme or you don’t. People with disabilities face enough problems as it is and extra costs. Schemes like this go some way to levelling the playing field.
I told the agent that this is ableist and that my daughter’s disability doesn’t disappear just because your show got busy. The rules should not change according to how popular the date is.
I was told we could get cheap full price seats but that is not the case as there were none available throughout this period.
I am not sure how this fits with the Equality Act but I will investigate. It is definitely ableist and ethically unsound behaviour.
Shame on Delfont Mackintosh for treating disabled people so inconsistently and unethically.

Extremely poor customer service and glitchy website. After you get past the automated bot, customer service was rude and just copying and pasting information without paying attention to the context of the situation. Lots of buttons on the site don't work so there's very little you can do self-service without contacting CS for help.

Had some issues with a duplicate order which customer services sorted SO fast. Some of the best customer service I’ve ever received. We visited the Noel Coward theatre, it was very cleanly, the staff were super friendly and welcoming, the seats were very comfy and the show was AMAZING! Hope to visit again in the future! Thanks for a great experience all round!

My Godson was visiting London from abroad and needs a wheelchair. He didn't have any UK access cards but we were kindly pointed in that direction by Sean in booking office. He also helped us secure seats that were suitable for someone in a wheelchair. On the evening the fabulous Isabella and Andreas escorted us in, took the chair, checked on us in the interval and helped us out again. You always wonder what it will be like navigating London with a wheelchair but we were pleasantly surprised! Thank you!

TERRIBLE!!!!!!!! Don’t buy from them, you will never receive the ticket!!!!!

Their website is so so glitchy. Every single time something goes wrong. Always tells me my login isn’t correct (but it is), then when you try to reset your password you don’t get the email link, then Apple Pay never works… sadly stuck using it as so many of the big shows only use this website which is annoying because it’s so much worse than most of the others!!!

They setup an online queue for Hamilton tickets only
I wait 40 minutes - from 24k all the way to the front

All for a “network error” to push me out of the queue and back to 140k
Disrespectful as hell for them to setup a queue that doesn’t work , wasting my time

Don’t give them the time of day

Our recent visit to the Prince Edward Theatre was deeply disappointing and ultimately cut short.

This was meant to be a special evening for my father, who is currently undergoing cancer treatment. We arrived in good spirits after a relaxed dinner and were genuinely looking forward to enjoying a music-led West End production. Within minutes of arriving, however, we were refused service at the bar on the assumption that we were intoxicated — despite having just entered the theatre and showing no signs of drunken behaviour. The situation was embarrassing but we accepted the decision and moved on, wanting to salvage the evening.

Unfortunately, matters escalated during the first act. We were approached multiple times by security and Front of House staff regarding “theatre etiquette,” despite not talking over the performance or singing. The repeated interventions themselves became the primary disruption — drawing attention to us and making it impossible to relax or immerse ourselves in the show.

For a music-based musical where atmosphere and enjoyment are central, being repeatedly monitored and interrupted completely undermined the experience. By the interval we felt uncomfortable remaining and chose to leave.

We fully appreciate that theatres must enforce licensing rules and maintain standards. However, discretion must be applied fairly and proportionately. In our case, the handling felt excessive and unnecessary, and it prevented us from enjoying an evening that had been purchased in good faith.

Given the reputation of Delfont Mackintosh Theatres, we expected professionalism and balance. Sadly, we left feeling embarrassed, frustrated, and very let down.

A West End theatre should make patrons feel welcome — not singled out

Amazing customer service. Emma went above and beyond to make sure we were able to book our show. I had a really awkward request due to disabilities but she helped me so much.
Thank you Emma you were a star and a real credit to the company

I had tickets to see Michael Jacksonshow in London. The theatre was too hot and I felt increasingly nauseous from the vibrations from the sound system. I had to leave at the interval as the music really ramps up in the second half and I already felt ill.
I wrote to complain and was told that the temperature was at the top end of the acceptable range.
The company refused to refund us and only offered replacement tickets. No thought of the cost of coming back into London.
I turned down the offer of new tickets snd asked for a refund.
I received a BS answer that they couldn’t do refunds.
Very disappointed and never will I go to a Delfont Mackintosh show again.

My husband paid a lot of money for a champagne package at the Sondheim Theatre for us to see Les Mis as a birthday treat. Before the show was fine - as expected… met at the door and escorted to a (very snug) roped off area in the stalls bar where we had a bottle of champagne and some crisps to share. The problem came at the interval… our chairs and roped off area had vanished, and we were told the half a bottle of champagne we hadn’t drunk was ‘over there, on a shelf for you.’ No satisfactory explanation was given as to why the very small roped off area could not be kept in the interval too, and in fact one couple had a roped off table and were sitting where we had been sitting? So basically they are happy to take your money and give you twenty minutes of ‘luxury’ before the show, but then they leave you standing in a crowded bar. Hardly a luxury package. I wouldn’t bother with it if I were you. It’s a shame, because the show is incredible. The customer service when spending such a lot of money is poor. Disappointing.

I live on Norfolk/Suffolk border - over 100 miles from theatre. I am 74 and, like many people of my age, I don't have internet access on my phone.
I went on a solo trip to London - leaving home on morning of 28 August and a few weeks earlier had booked a performance at Noel Coward Theatre for the following day. I had booked other theatre tickets and events to see on my trip and all these had arrived in plenty of time from these other venues. I always print off tickets as I prefer paper copies
I had not received the tickets for Noel Coward Theatre - this caused me concern and I tried contacting the theatre - I could not get anywhere with their help centre - it is very unhelpful.
I was at Liverpool Street in Pizza Express on 29 August at 5.30 pm and received a text reminding me of the booking - two hours before curtain up. But no tickets. I rang husband at home and he could see that I had been emailed the tickets the night before but I was already away - no chance of getting them.
Having looked at my Order details I see that it states that 'Barcodes are protected until August 28 at 19.30' - what on earth message was that supposed to give me! I assumed that it meant that I could not use the tickets on the wrong day (well obviously!) How did that tell me that the tickets would not be sent out until the day before- this is not plain unambiguous English!
I put the ticket price into dispute but the theatre are adamant they have done nothing wrong
These tickets were not supplied to me in a timely fashion and communications from the theatre were not plain. Had I had the translation as to what exactly 'barcodes are protected' means then I could have made arrangements to delay my trip.
I find Delfont Mackintosh Theatres to be arrogant and not interested in offering a proper service to their customers. WHY ON EARTH ARE THE TICKETS NOT SENT OUT IN A TIMELY FASHION - NO ONE ELSE HAS SUCH AN ARROGANT ELITIST ATTITUDE - ALL THE TICKETS TO OTHER EVENTS I HAD BOOKED ARRIVED IN LOADS OF TIME BEFORE THE REQUIRED DATE.
WHY DO DELFONT MACKINTOSH HAVE TO TAKE SUCH AN ATTITUDE AND NOT USE PLAIN ENGLISH!

To change tickets you need to wait 10 mins for basket to release the old ones. You cannot empty basket and start again. When paying it times out and rejects UK post codes. This theatre fails on the most basic parts of their business: selling tickets.
Clearly with a site like this, you can only imagine how bad an experince you will have if something goes really wrong.

We booked to see The Comedy About Spies, we were in Grand Circle seats AA2 and AA3. There was plenty of leg room but to see anything of the stage we had to lean right forward, barely perching on our seat and look sharp to our right and even then we could only just see the far side of the stage. This position was difficult to maintain for any more than a few minutes. There were TV monitors just above our heads which we assumed would relay a picture of what was going on. The monitor never came on until about 25 minutes into the performance, by which time neither myself nor my daughter had a clue what was happening. We left at the interval and was unable to find a member of staff to relay our concerns to. In our opinion the seats are not fit for purpose and the seating plan is very misleading. We have contacted the theatre who refused any refund, and the ensuing communication has been very poor. Not a good way to treat tourists or theatre goers on whose hard earned cash you depend!!

the worst online booking experience I can recall having

We've given up trying

Unbelievable in this day and age. what an awful Lazy outfit they are