Imperial War Museums Reviews

I have visited most of the IWM locations and they are very well-maintained and full of useful information. My most recent use of the IWM relates to their online shop that contains all kinds of products relating to the history and their sites.

The website I find to be rather out of date and clunky, and finding your way to the wishlist shouldn't involve scrolling to the bottom of the page and going through account settings. I also think it would be useful to have an 'add to basket' button under the product inside your wishlist rather than having to click the product and then adding to the basket from there.

Other than that, the process from payment to delivery took 3 days and all of my products arrived undamaged and as expected. Unfortunately for my wallet, my wishlist is still full of excellent products that I would like to have including posters, a wallet, a watch, books and a few keyrings.

Very poor customer service as regards an online purchase in the museum shop. Order placed, paid for and acknowledged, then no goods arrived in over 3 weeks' time. Inquiry placed via e-mail and response received to the lines of they can't trace the payment. I had to contact my credit card provider (45 min wait time on the phone) who assured me that the payment had left my account. I supplied this information and screenshots to IWM and no response to date. Attempts to contact them via telephone not successful as there is no phone number for the museum shop customer services on their website, and the reception number just goes to voicemail with no subsequent reply. The credit card provider now advises to submit a chargeback claim for refund. Very disappointing, in particular as we are members and long term supporters of the IWM. Such poor customer service ruins a great cause. What a shame.

Do not use direct debit or anything that automatically takes payment for membership. IWM will not respond to your email on cancellation of renewal for annual membership, and contrary to your intention, they will automatically renew membership, taking your money by force. No customer service at all to speak of and will not be visiting or donating ever again to them.

Excellent displays and information. I would highly recommend visiting any time that you have the chance.
The admission is free, so there’s no excuse not to go if you are in the UK.

Date change for tickets was needed due to Covid (website stated that was no problem). Was told to rebook and send the new booking ref for a refund. No response to numerous emails, no refund.