Encore Tickets Reviews 407

I would give "zero" stars if i could.
Went to see the show booked only to find out it was cancelled and it wasn't during the lockdowns but after the theatres reopened. I had no notifications about that from Encore.
Sent at least 10 emails asking what is happening about my tickets and no replies!
You can't call them and no option to leave a message.
I then marked my email Complaint as it says that they deal with Complaints within 48 hours.
No answers, no rebooking, no resolution, no money back! Where else can i complain?

Booked tickets snd had to cancel due to Covid. No way to contact them now - no phone line. No response to emails. I’m assuming that they are no longer operational. Do not use them.

My husband booked through Encore for my birthday in July. No e-ticket arrived and so when it got too 3 weeks before the show we tried to call with the message that due to Covid everyone was working from home so no calls were being taken. I work for a very large global company and we managed to maintain our calls! Email to say they would be in contact in 5 days, no response so emailed again, then got email to say they were busy so would contact 2 days before the show, no response and so more emails from me. Finally day before customer service emails and asks for more details which I gave and no response, show was yesterday and tickets cost £274. We went to the box office as we had our order number and they were amazing at ATG tickets at the Savoy and issued them so we did get to see the show but no thanks to Encore, avoid st all cost!

Originally due to see The Book of Mormon in April 2020, was cancelled. I soon after received an email or two about vouchers for the future, but never a voucher. Noticed today that The Book of Mormon is starting again in November, they no longer have a telephone option so I warily used the message us option, assuming that I'd hear nothing back, within 5 minutes Prinna had emailed me my voucher code, used via the link in the email and we're off to The Book of Mormon, would be 5 stars if I had received the original voucher email and they had a phone option. Great service though after they must have struggled to survive through COVID.

Note the voucher code failed to work the first time I tried through their website, but when I used the link in the voucher email it worked without problem.

I was ripped off by Encore as they sold tickets at a higher price than direct through the theatre. I have raised this with them but they have claimed that they fairly charged a 60% booking fee!

Booked Cinderella tickets and after original July performance was put back to September, this was then cancelled due to opening night being deferred to August. Received my credit voucher and tried to book new tickets on the website. Was continually told that the voucher code didn’t exist and Encore have been advised on numerous occasions. There ability to reply is non-existent even when I advised them that the problem was in the voucher expiry date being 30/01/21 (6 months before the date it was issued)? Continual emails being sent by my wife and I but only occasional computer generated replies received. So frustrating that we are unable to speak to someone, apparently due to ongoing COVID restrictions!! Funny how other companies have managed to resolve issues and provide excellent customer service under the same circumstances!! Would definitely advise people not to use them.

Having written the review below starting 'Dreadful company' and giving it one star, I then received an email from Encore Tickets saying that a refund was going to be made. I emailed back and said that 'If this was true, I promise I'll write a good review on Trustpilot'! It was true. They did transfer the full value of the original 4 tickets the following day so thank you Encore Tickets, you did do the right thing in the end and it was much appreciated.
Dreadful company. I had four tickets to Joseph which was cancelled due to Covid. We had to rebook places when it reopened after 10 days and all the seats were rapidly going but my voucher code wouldn't work at the Palladium Theatre and on the Encore website there was no where to put the Voucher code, just space to pay by Paypal or debit/credt card etc. Eventually, so as not to disappoint my grandchildren I bought four more tickets with my credit card. And only then did Encore send another email saying my voucher code was updated for security reasons. I'm suspicious about the updated code as it's simply putting my initials in front of the original code so I'm doubtful it will work, assuming there's something else I want to see, anyway. I'm now going to have to write to encore for a refund as they are currently not taking phone calls.

EDIT: This morning, a week after the show I received an offensive all’s well that ends well email stating they didn’t get back in time but can see I got into the show. This just rubs salt in the wounds. No acknowledgment of how upsetting this was for my elderly mum whose treat this was. No understanding of the hours I spent sitting in a telephone queue for the theatre box office or the fact their staff are being inundated with queries from customers of this terrible company meaning they were even busier. If you are in my situation I’d advise you ring the theatre box office to confirm the booking has been made and that you’ll be admitted. They were exceptionally helpful. Never use Encore or their alias companies. I’ve raised a formal complaint. I’ll expect a response some time in 2022! If I’m lucky!

Terrible customer service. I’ve ordered three tickets. No confirmation email received. No phone lines open. They are not responding to Facebook messages and directing you to contact them through their website and guess what? The links don’t work!!!! I’ll have to open a PayPal case but now don’t know if tickets will arrive for the show or not so can’t book anything else. Get your act together Encore!

I would rate it as zero.
Booked tickets on the 18th July. Never received a confirmation email. Tried to call them, not able to get through. Sent 4 emails and never got a single response to date. Not even a system generated response to acknowledge my mail. I am in the process of stopping my PayPal payment to them and would warn everyone to avoid ENCORE TICKETS at all costs. I wish I had checked Trustpilot reviews before using them.
This is one performance I do not want an Encore too.

SCAM Company, avoid at all costs
Never respond to my emails, trying to redeem a credit voucher and the code doesn’t work, sent several emails and submitted messages through actual website and still don’t respond
absolute waste of time, now starting claims through my bank

Terrible company. I had 4 tickets for Cinderella and now nothing at all as the voucher code does not work. The phone line is not operating, and there is no reply from emails. Shocking.

Disgusted by the ignorance and awful customer service (or lack of) from Encore.

Booked tickets for TINA as a mother's day gift in late 2019 (for 2020 mother's day). Due to COVID, the show had been postponed x3 times. Rather than pursue a refund, I wanted to support the industry and ultimately see the show.

After paying an additional £120 (on top of my £46 original booking) for upgraded seats due to increased cost over the course of the year, I was booked to see the show on June 14th, 2021, but due to COVID this viewing was cancelled.

Despite being assured I would be contacted around the time of the cancelled show date, I'd waited a week and hadn't recieved a call or email. Unable to call due to their lines being suspended (because of COVID and staff working from home) I emailed, only to be ignored from my two emails chasing this up.

Finally after a third attempt, someone named Prinna responded and offered a credit note, which after consideration I replied to accept. Nearly a month on (July 9th) and another x2 emails sent enquiring about my credit note I am yet again being ignored.

Awful customer service and would advise you AVOID AT ALL COSTS.

Tried to change booking dates and was given and exchange voucher code but the booking website doesn't allow any codes to be entered. Had email correspondence with customer services who just kept pointing me back to the same website not understanding the problem. I will never use this company again.

Avoid avoid avoid! Wish I could rate this company 0 stars! My Dad bought me and my son gift vouchers from Encore for my son’s first ever trip to London. I was not able to redeem the vouchers online and whilst I got a response on email, the advice was to simply try again/ make sure I’m not leaving a space after the voucher number/ add on first three letters of surname. As a previous reviewer said, there is no way of speaking to anyone and no one offered to call me to offer assistance. I tried for weeks to use my vouchers and finally gave up after no reply as to my latest emails. Am so disappointed it’s untrue. Money down the drain!

Having had to cancel a theatre booking due to self isolation and being promised a response about a credit you cannot speak personally to anyone only email and they don’t want to respond

Absolutely awful company! I booked tickets which got cancelled due to the Pandemic - I understand… they issued me with a voucher fine. Go to rebook when theatres open and great they organised for me to have the same seats. This got cancelled again, so now the third time to try to book, the tickets have doubled! I requested they find dates for me with similar seats using the voucher and all of a sudden they can’t book tickets!
So now I’ve stuck with a voucher that won’t cover the costs to see the show and unhelpful customer services who either ignore or say tickets are first come first serve!
I think booking in 2019 counts as first come but apparently not!
No phone lines either to speak to an actual human.
Avoid this company!!

Like many of your contributors, whilst accepting the issues that COVID has brought about, the lack of service I am receiving from Encore is abysmal.
I received an email from them on the 2nd July advising that our booking for Cinderella (costing £244) had been rescheduled for the 6th July! As we were looking after my wife's infirm brother it was not possible to go at such short notice and attempts to communicate with Encore since then have been fruitless. Shutting down telephone lines, when other organisations have coped throughout the Pandemic, demonstrates a complete lack of customer service. Its hard to gain a good reputation but very easy to lose it!

I have been trying to book my tickets using a covid voucher, the system allows me to use the voucher but doesn't allow me to pay the additional needed to complete the booking, I have emailed with no reply and the phone in says look on the website for your answer !!!!I am very frustrated!!

Terrible experience. I will never use this company again. I had a credit voucher which I have been unable to redeem. It does not work and I am following the full instructions. There is no telephone number to call for assistance and I have submitted 3 email forms over the past 7 days with no response. I have lost the booking I hoped to make in the narrow window that I will be visiting London in September. The company sites covid as the cause of delay. I no longer think this is reasonable. They have held my money over the pandemic and I am now holding out for a refund. However with this lack of success in communication it is going to be a tough slog to get it back. I will look into lodging a complaint via an ombudsman if I do not gain a refund within a reasonable time. A disgrace!

Terrible company, if you can even call them that. Our show was postponed due to coronavirus - fine, these things happen - however for whatever reason they simply will not issue me with an online voucher so I can use it to rebook for another day that suits me. 2 tickets had cost me £306. Fob me off with excuses and have blatantly lied by telling me, in writing, the theatre had instructed them to hold off rebooking until new dates confirmed (which they already have been). A quick call to the theatre confirmed this was just nonsense, and when I mentioned Encore I got the “hmmmm” sound that tells me this company has a reputation!. Have had to issue a chargeback on my card - first time ever I’ve had to do this with any company - as they have now taken to ignoring my emails. Will rebook directly with the theatre, cheaper and you can talk to an actual human.