“I used their "simple" online service to order refreshments for the interval of a show. When we got the order (in the last two minutes of the interval) and made our way back to our seat we opened it to find 1 ice cream missing, 2 ice creams melted, 2 drinks missing and 2 drinks that we hadn't ordered. We tried to get it sorted but were told that we could go to bar and get it ourselves but that we would probably miss a good deal of the start of the second half. I could have dealt with that but we are now 3 months, 7 complaints and 1 one hour and 20 mins wait on hold down the line and still no one seems to be able to action a simple refund. I have never in my life experienced customer service quite like it.”
“Trying to book a wheelchair ticketfor a show. No answer on phone Hung on twice for at least 45mins & tried other times for at least 20 mins. so tried by e-mail. Did receive a response eventually & told had to join their Access scheme. This doesn't actually work for the Theatre we are trying to book for so even if I join it I still have to ring the Customer service number & guess what! No-one answers the phone.
Disgusting service. never had this before with any other theatre.”
“I waited 45 min to get through, Iam disabled and can only book that way, no access via website, then once she had my credit card number hung up before I had finished ! With a sharp goodbye ! No ref number or anything.
Very frustrating and rude.”
“I was told our show "the book of mormon" for 13th Jan 22 was still showing and actually send an email reminder that the show was on. Only to show up after paying for drinks and dinner that the show was cancelled. What sort of incompetence is this. An actual email response to my query regarding if the show would be cancelled, telling me no it is still on??? WTF what a joke of a company. Happy to take your money.”
“I can only agree with all the other 1 star reviews here. I am not going to spend any more time (after a 1.45 minute phone call) relaying the absolute incompetence of the ATG phone line. I will never try to book any future tickets to any of their theatres ever again. They simply don’t deserve our custom. Spend your money with other theatres that care about their customers.”
“Third attempt in recent days to book tickets using Theatre Tokens but cant book as NO ONE answers the phone!!! Is there even anyone at the end of this line?????
With each passing day options for good seats disappearing fast.”
“This is what my experience of ATG is like …
It’s like going to make a simple exchange of a purchase
But there’s no online system to do this
So you try to talk to someone & after several attempts of phoning for way over an hour each time - no one is there
Then you try to submit a request online
And again, no-one responds
You’re calling out for a simple upgrade of a child to adult ticket - you are ready to pay
But then you’re just shouting out the issue into a black hole
That’s ATG
I will never use them again!
NOTHING, absolutely NOTHING this simple, should be this DIFFICULT!”
“I wish I could give you no stars at all. Online booking for disabled and PA is impossible. Spent two days and hours trying to get through to the phone number provided for access but no answer. Two journeys to the theatre to try and buy from the box office because it was closed on day one. Absolutely shocking how disabled UNFRIENDLY your service is!”
“ATG sent email yesterday cancelling Cabaret on 18 December due to Covid in crew, saying would be in touch re: rescheduling - I booked tickets on first day of release as a member in July for son’s 30th - now received a generic round robin email with a voucher code for a booking of almost £600, telling me to use it by December 2022. So why no offer to help rebook? Expected to do a self-service booking. Shocking ‘service’ - devastated and heartbroken by the cancellation, having to bear huge expense on hotel and trains that were already booked and all Redmayne shows sold out so no chance of like for like booking now. Why no personal service? Offended by lack of customer care and disregard for customers. No information on future cast so what are we meant to do? Please acknowledge your failings and take better care of your customers ATG - we are the reason you exist. Incidentally, like other customers I too have waited well over the 15 days for an email response to another query.”
“Do not deal with these people. If you have any kind of problem with your booking you will get nowhere trying to contact them or getting a resolution. I purchased two tickets on line for the 3 Dec 21, 1600 performance of Elf. I realized immediately when I did the booking that I had messed up with the time. Could not reach anyone by phone. Sent an e-mail (only way to attempt communication). Received automatic response back that they try to respond within 15 working days. Pathetic. Needless to say I was never contacted and ended up having to attend the performance as booked which resulted in a late night 3 hour drive home. I will never book anything with them again nor ever attend an event at any venue that uses their services. One last note - if you go to the Grand Opera House be prepared to be totally surrounded by a mass of people not wearing masks at all who think they are safe because all adults have allegedly had a negative covid test or have a covid test.”
“Hung on the telephone for their "customer service" for 50 minutes and no reply. Set an email 10/11 with my query supposed to reply within 15 days - so far 24 days and still no reply. Appalling service, they don't deserve customers or even the 1 star i have to give them. Unfortunately you have to use them to book tickets for some theatres, don't think I will bother.”
“They changed the terms & conditions just a few days before the show, cancelled our front sheet tickets and had the audacity to ask to rebook again. Two months done the line I still have no money and have not seen the show. Sent 5 complaints, no answer.”
“Unfortunately this is my second bad experience with ATG. I was in the process of booking 2 tickets to Jersey Boys Birmingham, when the page refreshed, me not realising, it took me to a 3rd party website and the wrong venue was booked. As a result of this, I'm out of pocket by £40, as I have to pay the handling charge to the other company and no doubt a whooping phone bill for the almost 2 hours I spent waiting to speak to someone to correct this. When I finally spoke to someone, they were unwilling to help resolve this.”
“When buying two tickets for the same show on the website,(as a gift) only one ticket was completed. Tried to change the booking to two seats together. They refused. I contacted the phone number and had a recorded message advising I was in a queue ..after.over an hour spent waiting and still on hold. I messaged asking if they could add another ticket to the order. They refused. Asked if I could cancel the ticket & have my money back they would only give a credit note to be used on the same website which had got the order wrong in first place. This was my first and last time using this company. Ticket master for me in future.”
“Absolutely atrocious customer service. Due to covid re-bookings the dates they have given are not suitable for us. Their T&C's state to contact at least 2 weeks prior to re-arrange but have sent multiple e-mails over the past month and spent ages on hold to no avail. We now have £90 worth of useless tickets and a very unhappy little girl. Sort yourselves out ATG!!!”
