'Legally Blonde the Musical – worst theatre customer service...' blog discussion

redpola

I had a similar experience but at a smaller scale venue. These venues get complacent and don't realise what (return) custom they're missing. They limp along without reappraising what they offer and what they charge.

See my blog at redpola wordpress com for the story and more. Sorry for the lack of URL. It seems I am not allowed to post links.

Regarding the autonomous decision-making problem, that's common these days. Staff don't feel either involved enough with the business or empowered enough by the business to make any decisions at all.

Davenjon

Good on you Martin!!!!
I too was extreamly dissapointed to spot an A4 sheet stuck on a wall just after entering the theatre announcing not only Sheridan Smith was being understuddied - but FIVE principal cast changes! This was for the mattinee performance of 25th March.

I am a big fan of Sheridan Smith and booked the show, hotels, travel to London etc months prior to celebrate a birthday, so gutted! As Martin mentions, you know there is nothing you can do - but FIVE understudies has to affect the quality of the expererience! It was obvious by the collective 'groan' when the 'star' made her entrance and it obviosly wasn't Ms Smith that few people had spotted one and only the A4 sheet on the way in!

If you book to see a concert you are paying for that person, and if a show heavily sells itself on the 'star', its must be reconised that it is part and parcel on what you are buying! Planned 'holidays' and non attendance should be compensated for in some way - a free programme for example would go a very long way to minimising the disapointment.

I must say though that the understudy won me over - she did a great job on the day and helped minimise my disapointment.

roosterza

This makes my blood boil. I understand the need to pay to support the excellence and the creativity of the West End, but I don't see the need to pay for poor performance.

My partner and I recently went to the Kings Theatre in Southsea to see their "Simply Gershwin" show, as a birthday treat for his mother.

The evening was horrendous, for a number of reasons I'll point out below, and they've not had the decency to reply to any emails of complaint.

The show was billed as follows: "Featuring Ballet Virtuoso, the professional principal dancers from the English Youth Ballet.

From Les Sylphides Variations to a neo-classical Pas de Deux ‘The Missing Page’, and including the spectacular Corsaire Pas de Deux, the highlight of this evening is a wonderful Gershwin ballet based on the Hollywood era of the thirties and forties. This promises to be a memorably stunning evening of ballet."

Sadly, the evening was indeed memorable, but for all the wrong reasons. Considering the £20 ticket price, it was a bit of a shock when we discovered that most of the evening constituted 4 dancers on stage with a record player supplying the music, with no set or scenery.

In addition, we weren't the only ones wondering where the music by Gershwin was, as there was none in the first 2 acts. In a 3 act show billed "Simply Gershwin", we finally got to hear some Gershwin in the final act. However, this too was far from entertaining. For this act they brought out a singer that was more karaoke than professional. Initially, his mic was not switched on, and when they rectified that, he forgot the lyrics, improvising with "da's" and "la's". At one point he even placed his hands over his face as he couldn't remember the lyrics or keep up with the music.

What can be done to make theatres more accountable?

kel_enders

Sorry to say it also but I don't quite see the issue here either. The only thing I would have been slightly annoyed about would have been the fact you were not informed about missing the first 2 songs but to be fair it's a musical and there's 16 more songs in the show. It seems like they were doing their best to resolve the problem and seat you somewhere else, it just unfortunately happened as the show was starting. In the end it was you who decided to miss the rest of the show.

As for the seats being bad...sadly in theatre, you get what you pay for. If you want good seats you have to pay top prices. The manager couldn't give you a refund or exchange in this case because they don't decide the prices of the seats, the producers of the show do. It's out of their hands.

If you go to this link http://www.ambassadortickets.com/1146/674/London/Savoy-Theatre/Legally-Blonde when buying tickets for Legally Blonde and click on 'Information' it states, "Sheridan Smith will be on holiday from Wed 24 March to Wed 1 April and Wed 19 to Mon 24 May." I went to see this show myself while Sheridan Smith was on holiday and yes, there was no announcement to say this but there were signs up everywhere as you enter the auditorium.

I understand that you are a fan of Sheridan Smith and it is a shame you didn't get to see her but in theatre it is very common for understudies to go on. At the Theatre where I work when an understudy is on there also isn't an announcement. It's quite common. May I ask if you bought a programme? They usually state in the programme if an understudy is performing.

mrsvee_3

Good for you! I've worked in theatre for a very long time and have never heard of such bad service.
On many occasions in the past as an acting duty manager I have stood on a stage to explain a change of cast and been on hand to deal with any complaints/queries afterwards. (Usually resolved by an offer to exchange or an interval drink)
These days I would never contemplate leaving a duty manager in charge of a building without having the autonomy to replace or refund tickets, and on such occasions where my team have been dubious I have always been on the end of a phone, day or night.
I suppose that this just goes to show the difference between the West End (which realistically is geared up for tourists) and regional theatre which thrives on good customer service for a regular audience.

figgy1978

roosterza wrote: »

This makes my blood boil. I understand the need to pay to support the excellence and the creativity of the West End, but I don't see the need to pay for poor performance.

My partner and I recently went to the Kings Theatre in Southsea to see their "Simply Gershwin" show, as a birthday treat for his mother.

The evening was horrendous, for a number of reasons I'll point out below, and they've not had the decency to reply to any emails of complaint.

The show was billed as follows: "Featuring Ballet Virtuoso, the professional principal dancers from the English Youth Ballet.

From Les Sylphides Variations to a neo-classical Pas de Deux ‘The Missing Page’, and including the spectacular Corsaire Pas de Deux, the highlight of this evening is a wonderful Gershwin ballet based on the Hollywood era of the thirties and forties. This promises to be a memorably stunning evening of ballet."

Sadly, the evening was indeed memorable, but for all the wrong reasons. Considering the £20 ticket price, it was a bit of a shock when we discovered that most of the evening constituted 4 dancers on stage with a record player supplying the music, with no set or scenery.

In addition, we weren't the only ones wondering where the music by Gershwin was, as there was none in the first 2 acts. In a 3 act show billed "Simply Gershwin", we finally got to hear some Gershwin in the final act. However, this too was far from entertaining. For this act they brought out a singer that was more karaoke than professional. Initially, his mic was not switched on, and when they rectified that, he forgot the lyrics, improvising with "da's" and "la's". At one point he even placed his hands over his face as he couldn't remember the lyrics or keep up with the music.

What can be done to make theatres more accountable?

This would be the fault of the production company. They basiclly rent the theatre for the week and pay for the promotion.

I would suggest taking this up with them and not the theatre.

Genisis154

I'm also not sure what the issue is here. Your complaint about customer service seem to be based on that an usher didn't tell you about a latecomers policy. I attended the matinee and thought the standard throughout was exemplary, - particularly dealing with the latecomers, nothing annoys me more than when someone pushes passed me once the show has started. (which is what you would have done regardless of the reason)

Also Sheridan was performing Saturday Matinee, so I imagine she was there in the evening too, sure you've got the right information here?

Jez

misscooldude

We went to see Sister Act on the Wed matinee last week and had the same problem - the lead wasn't there, with no warning apart from two A4 sheets stuck up in the foyer saying the role of Deloris was being played by someone who's name I can't remember. No matter, it was absolutley marvellous but I was a bit disappointed when I got home and spoke to a friend whose oppinion was that it would have been ruined if Patina Miller wasn't there playing the lead - so, we missed out, paid over £60 per ticket and had no warning.

I think Martin is doing the right thing in taking a gamble with the production company - good luck!

nodwah

:mad:I find that sort of thing is my experience of London theatres and London in general.

There is such a huge passing tourist trade at all times of the year that they do not have to rely on repeat custom.

Frankly they don't give a !!!!!! and fob you off with these sorts of pathetic excuses to get rid of you.:mad:

Mrs_Ryan

I know what you mean about the customer service tbh - me and my mate are going to see LB for the third time :eek: (mate is obsessive Duncan James fan :rotfl:) next month and the ticketing is absolutely ridiculous. There are about 4 different categories in the one price range and just so we can see its cost me £240 over 2 performances! However we went before Xmas and paid £80 for 2 fairly good seats.
We've been lucky with the cast but had this problem when Duncan was in Chicago and the theatre were brilliant - we got a full refund that time. However the box office staff at the Savoy are miserable and couldnt really care less so I'm not surprised you had problems! I'm anticipating problems next month as the ticket confirmation has a different name to my credit card so I'm guessing I'm going to end up arguing with them myself...!!