Roundhouse Reviews 39

The end to end process selling a Roundhouse ticket using their recommended Twickets was very time consuming and stressful, in part because the you use your own ticket system I suspect. It took me many attempts to list the ticket for sale. It sold instantly, buyer paid instantly, but had a lot of trouble transferring bit to her and we had a number of text messages. It did eventually transfer via the mandatory use of Paypal however they also deducted their fees and I'm still not got access to the funds.

It’s so frustrating buying tickets these days—what looks like a £30 seat suddenly ends up costing £42 once all the “service” and “booking” fees are added on top. It feels like a bit of a scam: the price you see isn’t the price you pay. In the UK, adding fees is generally legal, as long as they’re clearly shown before you complete the purchase, but it doesn’t make it any less annoying when the final total makes you do a double-take. Honestly, it’s like you need a calculator just to work out what you’re actually paying for a night out.

It's a stunning venue but the sound was truly awful which was a messy soup of rumbly bass and too loud drums all at ear splitting levels. We sat on right side facing the stage and have to say it wasn't working. In terms of volume it would have rivalled Motorhead at their peak. It's possible the sound would have been o.k on the floor but where we sat it ruined the experience. I am not saying who the band were as they deserved better but surely it must be possible to put some bass traps or absorbers at the back walls and ceiling. Alternatively simply stop selling tickets to areas where the sound isn't right. On a more positive note, I thought the staff were great.

I have accessibility difficulties and was quite worried as to how I would manage parking & queuing for the White Lies gig.
I contacted the team who couldn't be more helpful. I must say, following the directions given to me and meeting a team member at the appropriate stages I was in my seat without drama. I am so very grateful to everyone involved-you all made it a very enjoyable evening. Thank you

Ticket fee's on top of buying a £65 ticket price. Trying to fleece more money for their 'pastoral' projects. You have to delete lower down by scrolling..then there's very high £6 'restoration' fee which is obligational, then an even higher £19.50 ticket fee. After this i have to comment on the resale process if you can't go to the gig for whatever circumstances. Very difficult and not an easy affair.

Beautiful venue with plenty of room to sit and enjoy a pre gig drink (albeit expensive but not unusually so) but it did feel like we were herded around as the evening went on. Almost as if the staff were packing up behind us, areas were barriered off just after 10pm preventing us using certain toilets and bars. It was heading towards feeling unwelcoming.

I have never been to the Roundhouse and nor am I likely to after the debacle I have just been through to get concert tickets. The Roundhouse website encourages you to buy membership at £35 so to ensure I got the concert tickets I wanted I did this. On the day that the priority members tickets went on sale I was unable to buy them. I queried this with Roundhouse and the reply I got was " In order to ensure fair access to all customers, we hold off some tickets for general sale as we do not wish for any show to have tickets that require payment to merely book." I have no idea what that meant!!! Why do they "hold off some tickets for general sale" when they actively encourage people to buy membership to get priority to buy tickets. I complained to them about this practice and had to send multiple emails before they replied to me and I demanded my membership fee back. Due to their bizarre practice of giving priority for tickets to NON MEMBERS I was unable to purchase the tickets I wanted. My advice is that if at all possible choose another venue for concerts!!!

The phone number on the website is incorrect. Emails bounce back. You can't leave a message as the message box is full.
I wanted to check the start time of a concert. All they tell you is when the doors open, which could be 2 hours before the performance.
No service at all. Disgraceful.

Their queuing system is terrible. You end up queuing for hours even if you arrive before the doors open, and they don't allow enough time to get everyone in between doors open and the music starting.

Their website information says you can take bottles in, as long as you empty them and fill them from their free re-fill stations. But what they don't say is you have to throw your lids away, in case you throw them at the band! So you have to carry around a lid-less bottle, and then throw it away at the end of the night.

They have no contact number to get information beforehand. The whole organisation is a joke.

They discriminated against those with disabilities, and didn't let the accessable queue in until others had gone in, meaning those unable to queue had to.

I had wonderful help and support from the Access Team at the Roundhouse for The Stranglers on Friday (31st Oct):
- starting with Ben & Samantha helping me make all the arrangements back in March;
- Vasily (one of the duty managers) escorting me & my friends to my 'Access' seat;
- Debbie & Beatrice (volunteers) looking after my Assistance Dog during the concert; and
- Anna (a member of staff) escorting us back to my car after the concert.
Thank you to everyone at the Roundhouse who made it possible for a disabled person to enjoy such a fun evening - and The Stranglers were fab!

I wasn't able to attend a gig because of a complication after surgery which meant that I was unexpectedly in hospital for 2.5 weeks. Roll-on the date for the gig and I find I can't get a refund and they make it impossible to sell your tickets. Give them to friends they suggested...well none of my mates are going because I can't...so what do I do as I'm now £120 down. We are being impacted by these venues saying they are 'helping us by making it harder for the touts'.Not true - we get impacted! The people who want to go and enjoy the music. No sympathy when I contacted them and I will NEVER purchase tickets from them again, or likely bother going to this venue. Avoid.

I am absolutely appalled at the behaviour and lack of organization of this venue! I purchased tickets from one of the major ticket sellers platforms almost a year ago. Despite the T&Cs of my tickets stating that I will receive them no later than 5 days before the concert, Roundhouse has advised that tickets will be delivered by 5pm on the evening of the concert! 2 hours before the event! Which is in 2 days!
I'm away on business and unable to attend the concert, and I sold the tickets to people who are now extremely upset: it's 2 days to event, and since I haven't sent them the tickets they think I scammed them!
I emailed Roundhouse and they are the most useless and unhelpful people that you could imagine! There's no number to talk to anyone. The third party vendor (Ticketmaster) can't do anything to help because it's Roundhouse event and they are in charge of issuing the tickets. In 20 years of attending concerts I never, ever experienced such an utter mess!

Dangerous place to be you would not be safe. The security don’t keep you safe. My daughter was attacked on the dance floor by three girls when she was defending herself. The security grabbed my 17-year-old daughter and threw her out on the street alone and let the other girls come out to fight her and stood round and watched my bag was in her bag was lost with a passport door keys bank card and wasn’t given back it was lost in the club on the phone. The security said that you would put it in the safe but there’s no sign of a handbag. The girls punched my daughter in her face in the dance floor Because I said my daughter was pushing you’re in a club that’s what happens so my daughter was attacked. My daughter defended herself and my daughter was manhandled and thrown out the club onto the streets. This is unacceptable and I will not be stopping in until something is done. My daughter life
Was in complete danger and the security stood back and watched they didn’t even come to her safety a young 17 year-old girl fighting off 19-year-old girls disgusting

I accidentally purchased one more ticket than we needed for a gig at the Roundhouse and contacted them within minutes to change the order. Even though I contacted them immediately and the gig is not for another six months they have refused outright even to accept the ticket back for a credit on future bookings, let alone a refund. I had expected a venue that trumpets its ethics and outreach policies (and charges two separate levies and a service fee on top of its ticket prices) would have some morals. Unfortunately they do not. Needless to say, they make contacting them about issues very difficult too.

UPDATE: Roundhouse have now doubled down and made it clear that under no circumstances would they help out in a situation where a simple honest mistake with ticket purchasing has been made and reported to them immediately. Risible. In situations like these a company can choose to help a customer, and when the solution is so straightforward it would seem an obvious decision to make. Not for the Roundhouse who are apparently more than happy to assert their absolute contempt for their customers.

Be careful, professional thieves operate with impunity at Roundhouse ticketed events. I had my phone stolen from within a zipped bag and another girl had her phone stolen from a lanyard around her neck at the Bedouin dj event. Roundhouse security seemed to just be standing around not doing much at all.

Abysmal help with access for my wife with a tibia fracture. Fobbed off despite booking direct as they suggested last time we visited. No way to exchange tickets and no telephone numbers that worked available to talk to someone. What shambles for a charity,

I am sad to write this because I really believe in roundhouse's vision. However, I paid for a Creative Studios membership (£25) three months ago and my account doesn't work, so I cannot book any of the spaces I paid for the membership in order to access. I have used their chatbot to try to contact someone three times, as well as sending an email, sending an Instagram message, and commenting on their instagram page. I feel helpless because I suppose they don't have anyone working on the customer service side, but it means that I am completely unable to use the service I paid for, and unable to talk to anyone to fix it. As someone in the arts I completely understand the chronic underfunding, so I feel awful giving a bad review, but others deserve to know that this could happen.

On October 11th I tried buying tickets for the Bury Tomorrow show on november 24th. I had error messages 3 times when trying to pay. So I thought they didn't charge me. But they did!!! I never received the tickets, which I only needed 1 of. I texted them and they got back quickly. They asked for further information which I provided. They never got back to me. I've texted them twice since. Today they got back quickly as well, as I also applied the requested information for them to resolve the issue. It's like a robot responds, as they once again requested the exact same information I had just sent to them. They haven't gotten back to me. I would love to keep the 1 ticket and money back for the 2 others. So far extremely bad service!

Bought tickets for la femme , was told money might have been taken but the redaction didn’t go through and to try again! Now I have £120 off my bank account for 0 ticket - no contact number given fir customer services, no e-mail !!!!!am AI chatty box which has not been back to me -
Sort yourself out with a customer service e-mail at least!!!!
The least you can do when you take £5 per ticket fee and levy etc etc
I really don’t think it is fair you ask us to contact you with that digit number as things went wrong but there is no way to contact you!