LW Theatres Reviews 78

Bottom line is company failed to inform of ticket times for meet and greet night before the concert, which was on a Sunday. Sent after office hours so could not make an enquiry, until the day by which time friend and I had missed the only time slot. LW Theatres refused to refund, even though they were negligent to not state times anywhere on tickets and email - not even any
compromise or part refund/ credit. I felt staff reply was polite with patronising undertones - rubbing nose in the fact we missed it out of all those who attended, appalling mentality. Claimed to have sent times in 2 separate email, (did not receive before show) - Times were nowhere listed in email sent night before which was sent with the tickets - Stated they did not know time before the show for meet and greet when I complained. Ruthless, unkind disgusting attitude towards customers. Will not be spending any further money or booking again. BEWARE no refund policy, even if customer not at fault.

Date of experience: April 06, 2025

Awful experience! Wouldn't let me exchange my tickets or provide any kind of help. Never buy from them ever again! Best to go through another site.

Date of experience: March 06, 2025

Refused to allow us to move our tickets to another date to similar seats as those tickets had gone from £95 to £350!!! What a joke? Daylight robbery. So they get the tickets I release and sell them on for £350 each, take my £5 a ticket admin fee, and give me shitty seats in return. Oh and guess what plenty of availability for all performances as ticket prices are RIDICULOUS! Why can't ordinary people be allowed to afford tickets to the theatre in decent seats.

Date of experience: February 24, 2025

No refunds, under any circumstances. Borderline scam company. Have raised a complaint with my credit card provider.

Date of experience: September 14, 2024

Fantastic customer service. Thank you especially to Eddie who was marvellous. Highly recommend. Can't wait to enjoy my theatre experience. Thanks so much!

Date of experience: October 01, 2024

i had to book x7 tickets for some visitors to see matinee of Back to the Future. I was having a really blonde day and booked for Saturday (they leave on Friday!) instead of Thursday - I hadnt got insurance but having read the theatre 48 hour change couldnt believe how easy and helpful it was to rectify my stupid mistake. Then... The guests cancelled due to illness!!
So im 48 hours away from using 7 tickets!! i called again and asked to change to a date in December when I knew I could get people together - 2nd Change - and yet again no problem!! perfect customer service like going back in time!

Date of experience: August 20, 2024

I called this morning to swap my Hello Dolly tickets for another date. There was extra to pay, I knew that, I chose them.
I spoke to Scott who was a wholly excellent representative for LW Theatres.
Yes, I have booked multiple times but he assisted me graciously and resent another ticket that I couldn’t find at the time.
I’m just amazed at the comments attached to the 1 star reviews. To the lady that states there’s no policy for returning/upgrading tickets, tou are wrong. There is and it’s a very simple Google search.
To the customer with the aisle seat problem, every seat is viewable online. It’s patently obvious which is an aisle seat and which is not?
Anyway, I think your customer service is excellent. Even the bag search was quick and unhindered.
Lastly, there are a lot of ladies loos opposite the kiosk as you enter for the stalls. 2 rooms full of them. Thank You

Date of experience: July 19, 2024

A bad experience, both at the location, plus sheer lack of customer service from LW Theatres.

I booked tickets for a long awaited show at the London Palladium.
As I am registered disabled and have mobility issues, I booked an aisle seat some months prior to the performance.
I received the very expensive e-tickets some time afterwards and excitedly waited for the show to come around.

On the day, it was a long arduous and somewhat painful journey into London. We arrived at the theatre an hour before curtain up.
After the statutory wait, we entered the theatre in search of the bar area and welcomed sit down.
Unfortunately there is no seating in the bar areas... I had to sit on the stairs for a little rest bite.
We then went into the auditorium in search of our seats. It very soon became apparent that I was not allocated an aisle seat as arranged.
I sought assistance from several attendants/ushers, but to no avail. The only 'advice' I received from management was... 'you can stand and view from the rear of the theatre, as long as you don't breathe down peoples necks'!!!!!
Actually, I CANNOT stand for any given period.

Completely demoralised and deflated, my partner and I left ten minutes into the show!

I have written many emails of complaint to various folk within LW Theatres... but to no avail.
Their customer service appears to be non existent!

Date of experience: May 31, 2024

They have no policy about the customers, From providing tickets to refund.

Date of experience: December 04, 2023

Me and my partner went to see phantom of the opera in London on Wed 5th June and it was outstanding from start to the end,plus a big thankyou to jasmine for everything she did for my partner she was fab and very lovely aswell made my partner feel special

Date of experience: June 05, 2024

tickets bought for barry manilow advised they wouldbe sent to me,no tickets were sent missed the concert s sentno reply to my email
very poor service

Date of experience: June 04, 2024

BOOK THROUGH A DIFFERENT PROVIDER!
Disingenuous. Bought two tickets for £330 - which were never delivered. I therefore missed the concert. I chased them for them then to email me the tickets two days after the event. No refund no rebooking.
This is their core business - selling tickets. They knew about the issue with their new system sometimes not delivering etickets - yet this is my issue apparently.

Date of experience: June 01, 2024

Barry Manilow fans are the rudest and most selfish people you will ever come across.
Hope your usher enjoyed the concert as didn’t take there eyes off the stage for second!

Date of experience: May 28, 2024

Called and spoke to Andi. Friendly and very helpful. Sorted my problem very quickly

Date of experience: May 22, 2024

The show was excellent really enjoyed it. Problem was the tickets. LW advised by email that the tickets would arrive 24 hours before the show date also advised by email a minor alteration to the show start time, so LW had my email address. LW failed to send the email with tickets as promised. Two phone calls to an automated system advised bringing some ID with us to the show.
Arrived at the theatre box office early, explained the position to the box office staff. They confirmed we were booked for the show then proceeded to say they would send the tickets there and then to my email account. Pointed out that I did not have access to my email, not unless they were willing to let me use their computer and printer in order to get a printed copy of the tickets. Obviously declined, eventually the staff member begrudgingly saw fit to print the tickets. The rating relates to LW solely and, not the show and act, if their computer had issued the tickets everything would have been sweet.

Date of experience: April 25, 2024

Avanti West coast rail cancelled all journeys from Runcorn to London today and as a consequence cannot take grand daughter to see Matilda at the Cambridge theater at a cost of £284.I am absolutely furious as they will not rebook the Show at a later date for something out of my control and I think that I am unlikely to sell tickets on for a show today.Very disappointed as is my granddaughter who has been looking forward to this for some time

Date of experience: April 03, 2024

Easy to use website
Seating plan with prices is easy to see

Date of experience: February 04, 2024

Have purchased tickets to two different shows taking place in the next couple of months for myself and my parents. Unfortunately mother died suddenly - contacted LW theatres prior to performances to inform them we won't be attending due to the bereavement. Told no refunds. Another set of tickets i had purchased protection insurance from Booking Protect which was sold at time of purchase with LW theatres - thought ah that's ok they will refund due to the situation. Nope they only refund the cost of my mothers ticket, the other tickets in the party won't be refunded. So guess i am attending this productions with my mothers Urn. Honestly in this day and age big businesses have completely lost sight of humanity

Date of experience: February 21, 2024

Peter Pan advert for children but it was high sexual andstrong vocabulary. Leaving the place with our children. No refund or voucher offer. How unfair for a theater fans.

Date of experience: January 12, 2024

Crazy for you a fabulous show everyone in the show was brilliant thankyou for a great evening

Date of experience: December 30, 2023