It was fun but the queue was so big, sometimes crowded and loud. You can get lost or past a part because it can be confusing. Nut the figures was amazing and beautiful. The details were correct and... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
We had the fast track ticket. Thanks to the fast-track tickets, we were able to go straight into Madame Tussauds—that was great. In the fast track ticket you've seen a part of the madame tussaud tha... See more
Company replied
Was alot better years ago, when each area was categorised, when the main hall hosted heads of state, and Royals. It all seems a bit jumbled?. Am sure there are more influential and famous people that... See more
Company replied
Don't waste your money. You'll queue for ages, get ripped off on the price of a ticket and be hustled through a one way system and out on the streets within 30 minutes. Easily one of the worst tourist... See more
Company replied
Company details
Written by the company
Step into the spotlight at Madame Tussauds™ London and get up close and personal with more than 250 lifelike wax figures.
Contact info
Marylebone Road, NW1 5LR, London, United Kingdom
- www.madametussauds.com
3.1
Average
114 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 60% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Well to start the tickets were…EXPENSIVE
Well to start the tickets were outrageously expensive, but imagine my utter distain shock and disappointment where nowhere to be found was one pirate, despite them being an integral part of british history and also the East India trading company!!! Nothing of the great pirates from history, The Golden Age of Piracy, Plymouth's association with piracy, Piracy and the growth of the British Empire, Piracy and access to goods…..and let’s not forget Pirate Radio stations ‘people just do nothing’ not one wax work of Blackbeard, Calico Jack, William Kidd, Ann Bonny, Francis Drake, Barbosa brothers, Thomas Tew, Jack sparrow not even MC Grindah. I left in tears my confidence in the preservation of british history forever tarnished. Couldn’t even have a selfie with Chewbacca I was so upset 😭
5 September 2024
Unprompted review
Reply from Madame Tussauds London
Hello Stacey,
Thank you for taking the time and trouble to leave this review of our attraction.
I am really sorry to read you did not think our attraction was good value for money. We are proud of our unique figures, and how they make you feel like you're mingling with the stars, and always do our best to offer affordable ways to experience them.
I am also sorry that you were disappointed we did not have some of the figures you were expecting in our line-up. We always do our best to reflect the interests of all our guests and the wider public, so we apologize that we fell short on this occasion, and we will pass on your thoughts to the team that decides all future figure and experience launches for their consideration.
Thank you again for taking the time to share your thoughts.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
It has some shining moments
I attended as a solo traveller (which given how rammed it was, was probably a good idea). It was my first time here (I mainly wanted the Marvel area).
Staff managing the queue section were brilliant, very helpful and kind. Inside, there was barely anyone trying to contain the rather large amount of people.
It was very hard to be able to see the waxworks due to how crammed it was. The horrors area was nice, but a lot of bottle necks.
The taxi ride a nice touch, but as it wasn't what I wanted to spend time with, perhaps a way to move forward without taking part could be considered.
The marvel section was interesting. But a lot of advertised characters weren't there and there was again limited time to do photos, because of the crowd size.
Star wars section was amazing, and did make up for the price.
If it would be worth considering, perhaps having a map or something so that if a person only wants to see one particular section would be good, so that instead of walking around areas that someone isnt interested in may be worth considering
3 August 2024
Unprompted review
Reply from Madame Tussauds London
Hi Kirsty,
Thank you for taking the time and trouble to leave this review.
I am glad to read your amazing feedback on our Admissions team, and will pass this on to them, I know they always work very hard to keep the queue lines running efficiently while delivering amazing customer service, even during peak periods.
I am also glad you liked our Marvel and Star Wars areas! I appreciate that you would have wanted to skip some areas. While our attraction is organized in a one-way system, we would always recommend speaking to our team if you want to skip a particular area, as they can advise on the best way to do this.
I am sorry that the crowds affected your visit. We do our best to manage our capacity using our timeslot system, but sometimes we do have a lot of people coming to see the stars at the same time, especially during peak periods such as school holidays and weekends.
I also apologize that you did not see some of the figures you were expecting. We do change and rotate our collection frequently, and we sometimes need to remove figures for a variety of reasons, including emergency maintenance. We are sorry that this affected your visit.
I would like to thank you again for taking the time to leave this review. I hope you had a good time overall, as we'd love to welcome you on our red carpet again soon!
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Really loud and crowded
Really loud and crowded. I was there 25 years ago and it was way better. Less people and more quiet.
21 July 2024
Unprompted review
Reply from Madame Tussauds London
Hi Magdalena,
Thanks for taking the time and trouble to share this review of our attraction.
I am sorry to hear that the crowds affected your Madame Tussauds London experience. We do our best to manage our capacity using our timeslot system, but sometimes we do have a lot of people coming to see the stars at the same time, especially during peak periods such as school holidays and weekends.
We always rotate our collection and are always updating and changing our line-up of figures. We always welcome all feedback we can get on these changes, as we seek to reflect the interests of our guests and the wider public.
We will take your feedback onboard to ensure we can continue to improve.
Kind Regards,
Jackie
Guest Experience Team
Madame Tussauds London
Oh dear....disappointing
Oh dear....disappointing! Long narrow corridors you dont know where to go next. The music is way to loud. A few wax statues only.....some couldn't recognise them....
Oh dear! Lost is touch!
13 July 2024
Unprompted review
Reply from Madame Tussauds London
Hi Annamaria,
I’m sorry to hear your experience wasn’t quite what you’d expected.
I am sorry you felt like you didn't know where to go during your visit. The attraction is made on a one-way system and we have team members in each area, with the exception of Star Wars, and would always recommend reaching out to one of them should you need assistance during your visit. We apologise if you did not know about these, and we’ll take all your comments on board to ensure we can continue to improve.
I am also sorry to hear you did not see quite as many figures as you expected. We currently have over 100 figures around the attraction, spread across 6 floors, as well as our Spirit of London ride, our Marvel 4D film, our Chamber of Horrors, and a number of interactive experiences. We apologize that you felt this was not enough. We appreciate you taking the time and trouble to share your thoughts as we always consider any feedback that helps us to improve the service we provide for our guests.
Kind Regards,
Jackie
Guest Experience Team
Madame Tussauds London
I was going to buy a pair of tickets…
I was going to buy a pair of tickets for my granddaughters birthday. Then I read the reviews. Terrible. One reads"don't waste your money " good tip. Thanks
11 July 2024
Unprompted review
Reply from Madame Tussauds London
Hi there,
I am sorry to hear you decided not to visit us. Thank you for sharing your thoughts with us. If you choose to visit us in the future we do you’ll find the best offers and discounts on our website. We also offer great value for money packages when you visit more than one of Merlin’s wonderful London attractions.
We hope you do consider coming to visit us as we would love to have the chance to welcome you!
Kind Regards,
Jackie
Guest Experience Team
Madame Tussauds London
Facial features not accurate
Facial features not accurate. All the models had tiny bodies and short in stature. Also found lots of empty space. Would have been nice to see more, there was lots of floor space.
11 May 2024
Unprompted review
Reply from Madame Tussauds London
Hi Susan,
Thank you for taking the time to leave this review of our attraction. Our team works very hard to ensure all our figures are an accurate representation of our stars, and our craftsmanship is at the core of everything that we do, so we are sorry you were disappointed with some of our figures. We are also sorry that you did not see quite as many figures as you had expected. We will take all your feedback on board so we can continue to improve.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
So disappointed and sad
I have such amazing memories of visiting Madame Tussaud’s as a child. I was so excited to take my partner and little girl (age 7) to visit last weekend. I really expected us to have a great time, but I was so disappointed that I could not give my daughter the experience I remember as a child.
Where were all the stars I remember as a child? I fully understand the need to update and reflect modern society but at the start I didn’t recognise annyone, and there were no labels to tell me who they were! I’m pretty aware of modern day pop stars, and I’m 37, but was made to feel very old. The positioning of wax works seemed very odd. My daughter kept asking “mommy, who is that?” And I had no idea! Utterly bizarre.
The cost was very expensive and it was very busy- but I don’t have such an issue with these things. They are to be expected.
I am just disappointed and sad that we didn’t have a better experience. And sad for the incredible artists that create these wax works. They are being let down.
3 March 2024
Unprompted review
Reply from Madame Tussauds London
Hi Alex,
Thank you for taking the time and trouble to leave this review.
We are sorry your visit was not quite what you had expected. We always aim to deliver great days out to all our guests, so we apologize that we fell short in any way.
We are sorry that our current line-up of figure affected your visit. We always rotate our collection, and sometimes retire older figures to make room for new figures and experiences. We apologize if this left you disappointed in any way. We always seek to reflect the interests of our guests and the wider public, and as such, we appreciate all feedback we get on the changes that we make to our attraction. I have passed on your thoughts to the team that decides all future figure and experience launches for their consideration.
We would like to thank you for your feedback regarding our figures' name plaques as well. While figures do have name plaques, we are sorry if they were not as visible as they could have been, and will pass this feedback to our team, so that we can continue to improve.
We hope you'll choose to visit us again in the future, as we'd love to have another chance to impress you.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Could be better
Was alot better years ago, when each area was categorised, when the main hall hosted heads of state, and Royals. It all seems a bit jumbled?. Am sure there are more influential and famous people that could grace Tussauds, some of whom were difficult to decipher. Luckly we had blue light card discount, as would have been disappointed to have paid full price fast track entrance
3 February 2024
Unprompted review
Reply from Madame Tussauds London
Hi Mrs Smith,
We appreciate you taking the time to write this review.
Here at Madame Tussauds London always rotate our collection, and are always updating and changing our line-up of figures, and we always welcome all feedback we can get on these changes, as we seek to reflect the interests of our guests and the wider public. We are sorry to hear that the changes we have made were not what you had expected, as we never want any of our guests to be unhappy with their visit.
We’ll take your feedback on board so that next time you visit the red carpet your experience will be even more amazing.
Kind Regards,
Carly
Guest Experience Team
Madame Tussauds London
The worst experience which I had last…
The worst experience which I had last year, we paid £288 tickets and never went there because fraud companies like this saying we have third parties to book are visiting and stuff, they do prefer to take the money without doing nothing rather to do their job.
26 December 2023
Unprompted review
Reply from Madame Tussauds London
Hi Marsi,
We appreciate you taking the time to leave this review. We apologize that you had some issue with tickets bought from a third party. If you would like to reach out to us at guest.experience@madame-tussauds.com and give us more details regarding what happened, as well as let us know what website you bought your tickets from, we will do our best to assist.
We look forward to hearing from you.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Don't waste your money
Don't waste your money. You'll queue for ages, get ripped off on the price of a ticket and be hustled through a one way system and out on the streets within 30 minutes. Easily one of the worst tourist traps in the whole of London. In fact stay away from any attraction run by the Tussauds / Merlin Entertainment, e.g the London Eye or London Dungeons. They are all overpriced whether bought in a bundle or not. They are all underwhelming rip offs that will waste hours of your day mostly queuing. It's not like London is short of decent free, affordable or historically interesting attractions which you will enjoy far more than this commercial trash.
30 November 2023
Unprompted review
Reply from Madame Tussauds London
Hello,
I’m sorry to hear your experience wasn’t quite what you’d expected. We normally advise it takes around 1.5 to 2 hours to visit our attraction, but each guest is welcome to make their way around at their own pace. We are sorry that your visit didn't last as long as expected. We are also sorry you did not think our attraction was very good value for money. We’re proud of our unique figures and how they really make you feel like you are mingling with the stars, and we do our best to offer plenty of affordable ways to experience them.
We will pass on your feedback to our team for their consideration. Thank you for sharing this review with us.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
What a complete mess up
What a complete mess up. Booked the multi attraction tickets and NO MENTION about no buggies. Tackled the underground with 5 children and a double buggy to be told no buggies. Rude woman on the door . I had no choice but to leave it as I had a 5 month old and a year and half daughter who has mobility issues who can't walk, only just started to crawl and the member of staff didn't seem empathetic at all. Rude. She expected us to carry 2 changing bags a baby and a toddler who can't walk plus 3 other children around. Ye right. Then had the cheek to ask me to leave her a review. Not a chance. Sealife centre were extremely helpful and spoke to the manager here and got it sorted for us. I suggest you state clearly no buggies.
9 August 2023
Unprompted review
Reply from Madame Tussauds London
Hi Laura - May,
Thank you for taking the time to write this review.
Madame Tussauds London is situated in a heritage building built in 1884. The attraction is set across 6 floors with over 300 steps across multiple staircases varying in width and length between each floor of the attraction.
As such, strict controls are placed on guest capacity within our building and we can therefore only welcome three wheelchair users into our building at any one time, to ensure smooth and safe passage in case of an emergency. Pushchairs are prohibited inside the building due to this, unless strictly necessary for our younger visitors, where we can make exceptions. These must be pre booked as a wheelchair in order to comply with our health and safety measures. We do display this on our website and in the conditions of your ticket, we do apologise if you did not see this before your arrival.
We never want our guests to feel disappointed when they visit us on the red carpet. We’ll take all your comments on board to ensure we can continue to improve. If you would like to discuss your visit further, please reach out to us at guest.experience@madame-tussauds.com.
We’d love a second chance to impress you, so I hope you’ll visit us again soon.
Kind Regards,
Maggie
Guest Experience Team
Madame Tussauds London
It is a long queue as it is very busy.
It is a long queue as it is very busy.
Sells out quickly.
Inside was an absolutely fabulous day.
Best waxworks that we have been to.
Only fault way to many people in there you queue to get your pictures taken so busy you cannot move.
5 August 2023
Unprompted review
Reply from Madame Tussauds London
Hi Karen,
So glad to hear you had a fun day out mingling with the stars!
Don’t be a stranger – come back and see us again soon. Check out the special offers on our official website to grab the best deal!
Kind Regards,
Maggie
Guest Experience Team
Madame Tussauds London
Expensive and busy
Expensive but never been so it was a nice change from the usual museums and sea life aquarium.
5 August 2023
Unprompted review
Reply from Madame Tussauds London
Hi John,
Thanks for the review. We hope to see you again soon!
Kind Regards,
Lucy
Guest Experience Team
Madame Tussauds London
Overcrowded, hot, loud and slow
It was way to overcrowded and everyone just pushing in to each other to get photos. Not good for those with mobility issues due to the up and down of stairs all the time.
The gift shop was a total nightmare - only one person serving and queue massive.
People pushing in, overcrowding and lack of staff provided a disappointing visit for me. I would not recommend or visit again.
5 August 2023
Unprompted review
Reply from Madame Tussauds London
Hi Rob,
We never want our guests to feel disappointed when they visit us on the red carpet, so I’m sorry to hear your visit wasn’t perfect. We’ll take all your comments on board to ensure we can continue to improve. If you would like to discuss your visit further, please reach out to us at guest.experience@madame-tussauds.com.
We’d love a second chance to impress you, so I hope you’ll visit us again soon.
Kind Regards,
Maggie
Guest Experience Team
Madame Tussauds London
Magical
Ok so I went to the Blackpool one. Amazing. Good service and it was magical
25 July 2023
Unprompted review
Worst spend money ever…..
Worst spend money ever…..
So stressfull experience, nothing exciting or wow over that place.
Cant recomend a visit 🤯
22 July 2023
Unprompted review
Reply from Madame Tussauds London
Hello,
I’m sorry to hear your experience wasn’t quite what you’d expected. Every bit of feedback and any further comments helps us to improve things for your next visit. If you would like to discuss your visit further, please reach out to us at guest.experience@madame-tussauds.com.
Thanks for taking the time to share your review.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Reply from Madame Tussauds London
Hi Curtis,
I’m sorry to hear your experience wasn’t quite what you’d expected, as we always want to provide amazing days out to all our guests.
I’m sorry to hear that the crowds affected your Madame Tussauds London experience. We do our best to manage our capacity using our timeslot system, but sometimes we do have a lot of people coming to see the stars at the same time, especially during peak periods such as school holidays and weekends. We are also sorry you did not think the experience was suitable for kids, as we always love welcoming family into our attraction. We'll pass this feedback on to our management team for their consideration.
Thanks for taking the time to share your review.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Overcrowded they let to many people in…
Overcrowded they let to many people in at one, people pushing, crowded and no order kept at all. Was stressful , to loud and wouldn't recommend for anyone with disabilities or sensory difficulties. New Waxworks was poor and was not to the standard of previous years. Wouldn't go again. Waxworks didn't look like the celebs and alot of Waxworks are no longer there. Disappointing.
VISIT was FRIDAY at 10.30am
21 April 2023
Unprompted review
Reply from Madame Tussauds London
Hi Kelly,
Thanks for taking the time and trouble to share this review of our attraction.
I’m sorry to hear that the crowds affected your Madame Tussauds London experience. We do our best to manage our capacity using our timeslot system, but sometimes we do have a lot of people coming to see the stars at the same time, especially during peak periods such as school holidays and weekends.
I am also sorry to hear our figures were not quite what you had expected. We always rotate our collection, so I am sorry the current line-up does not reflect what you'd like to see at our attraction.
We will ensure we take your feedback onboard to ensure we can continue to improve.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
About madam tussauds...
I loved it here, I mean it was amazing, all the wax statues are amazingly made, and you can even make your own wax hand! That was incredibly fun. The only thing I would say is that it was alot shorter than I expected, but overall it is great! I would really recommend this though I think it is amazing for kids and really fun!
12 April 2023
Unprompted review
Reply from Madame Tussauds London
Hi Annie,
So glad to hear you had a fun day out mingling with the stars! We are sorry you thought the experience was too short, but we are delighted you had a great time at our attraction!
Don’t be a stranger – come back and see us again soon. Check out the special offers on our official website to grab the best deal!
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
Rude Staff & Discriminate Against Disabled
Visited on Tuesday 4th At 3.45pm. Waiting outside for 10 minutes before being allowed into the actual queue, there were 2 members of staff, a female with multi coloured hair and eye tattoos aggressively shouting at the public to move away and come back at their chosen timeslots, then swearing at her colleague saying ‘if I have to fu*^ing say that once more time I’ll ki** myself. Concerning that they allow teenagers with such attitude problems greet customers at the first touch point of the experience. Her male colleague wasn’t acting in this way but was clearly not willing to call her out on it, which obviously shows you the type of work culture they have, pretty toxic. When we did finally get to the front, there were a family with a disabled child in a pushchair, they said unfortunately he would have to get out as no pushchairs allowed. The multi coloured hair girl then said, stand over there and I’ll speak to management and see if we can bend the policy? Unreal, I’d love to see their company policy around discrimination, they made the family feel that bad that the dad said, I’ll carry him don’t worry.
When we finally made it inside, it was pretty good but the whole experience was spoilt by the attitude of the staff.
Avoid if you’re disabled and expect Rude Staff
4 April 2023
Unprompted review
Reply from Madame Tussauds London
Hello Steve,
Thank you for taking the time and trouble to leave this review of our attraction.
I’m sorry to hear your experience wasn’t quite what you’d expected. We are sorry you had a negative experience with one of our team members, as delivering the highest standards of customer service is very important to us. We have passed this on to our team and spoken to the team member in question.
We are also sorry that your experience was affected by what happened with the other family you mentioned. Although buggies are normally not allowed in the building for health and safety reasons, we will of course allow parents of children with disabilities/additional needs to bring their pushchair in the same way we would a wheelchair, as long as we have timeslots available. We are very sorry if you feel this was not communicated effectively or in the right way. We will take this feedback onboard to ensure we can continue to improve.
I apologize once again that your experience fell in any way below your expectations, and thank you again for taking the time to share this feedback with us.
Kind Regards,
Stella
Guest Experience Team
Madame Tussauds London
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.