LW Theatres Reviews 

Booked tickets over the phone and paid by giving my card details to the man expecting it all to be legitimate and safe. Later that same day someone attempted to make fraudulent purchases with my card details. The reason I know it was this man at LW Theatres is because it was the first time I’ve given those card details over the phone - I never use that card! Luckily my bank quickly intervened and cancelled my card. I’m not impressed with LW Tickets at all. Step up and make customer payments more secure when paying on the phone!

I am writing to share my disappointment following our recent visit to see Back to the Future at the Adelphi Theatre 07/09/25, which is in the same organisation.
We had purchased six tickets for the performance, but unfortunately three of the seats had a severely obstructed view due to the people sitting in front. As a result, my children were unable to see any of the show. I raised this immediately prior to the show starting and during the interval, but was told, That no alternative seats were available. By this point, a significant part of the performance had already been missed.
I had also written an email and attached a picture to highlight our concerns, hoping that something might be done as a gesture of goodwill. However, I was informed that nothing could be offered, which has left us feeling very let down by Deputy Box Office Manager, Alun. This was particularly disappointing given the cost of the tickets and the excitement my children had for the show.

Sadly, this experience has left us reluctant to return to the Adelphi Theatre, which is a real shame as we were very much looking forward to the evening.

Attended the Englebert Humperdinck at Theatre royal Dury lane , lovely theatre but let down by rude and unhelpful staff , would not re-visit again.

Horrendous experience at Phantom of the Opera London. I am a regular theatre goer and have been to Phantom more times than I can count. Had another visitor sat next to me, flashing a watch screen throughout and then encroaching on my space. He then became abusive. I suffer from diabetes which affects my blood sugar, puts me at increased risk of heart attacks and strokes. Also at risk of diabetic foot ulcers and already had part of my foot amputated which seriously impacts my balance and comfort. I also have issues with my sight which is a direct result of diabetes hence I book theatre tickets as close to the stage as possible. After a good chunk of the show had already elapsed the only thing I was offered was potentially an alternative seat which would not have been comparable or to go back in and sit next to the person who had been disruptive and abusive. The only reasonable action would be a refund of my ticket or a complimentary ticket for a fiture performance. This has left me unwell this evening, I have been having breathing difficulties, chest pains and left feeling faint. I made the staff aware of my health concerns And there was no concern shown about making sure I managed o get back to my hotel safely. Feeling very unwell and vulnerable right now.

2 guest out of a group, could not make the show due to medical emergency. They would not refund or move the show dates for us.
£9 for a slushy. Not again.

We were 5 minutes late to see Evita… we were told we couldn’t enter the theater until the interval.
We were then lead into a room where there were others who were late like ourselves and were asked to watch a v glitchy tv streaming the show. It was also v quiet even with the tv on full volume.
When we expressed our disappointment the staff were extremely rude and not in the slightest bit understanding about our frustration.
We were made to feel like we were being unreasonable because of our frustrations.
We experienced a v poor customer service from the staff (who clearly need training in handling complaints) from start to end.
As a result of our treatment we will not be returning to this theater in thr future.

We got tickets for Hercules. Incredible voices from all, The Muses were amazing and whole production was astounding. We would definitely go back to see this play, all the costumes, the 3d effects, everything was great. Staff were well turned out and very pleased to see you. Accessibility was not a problem and accommodated very well. The quickest exit from a theatre at the end we had ever had with plenty of taxis nearby. Many thanks to the whole team.

Gave me unusable vouchers for 3 cancelled shows. Still waiting for £60.50 refund since 2021. No support, no solution. Avoid this company.

Just returned from seeing Evita and after reading abreview on here I couldn’t disagree more. I have seen Evita on numerous occasions including the film and although I was concerned at first that this was a reimagined production I was blown away by what we experienced. Rachel Zegler was a triumph and the continuous standing ovation she was given showed the rest of the theatre agreed. The singing and dancing of the ensemble was so well choreographed.Evita singing to the masses outside the theatre was a master stroke the whole audience gasped when we saw the crowds outside and the sound and vision did not distract from the performance.
Che was excellent such presence. I had goosebumps & tears during the performance and left thoroughly satisfied. I am back in London next week and will be standing on Argyll st to see the outside performance.

Being an older reviewer, my original recollection of EVITA was of Elaine Paige singing so brilliantly 'Don't Cry For Me Argentina'. I therefore arrived at the Palladium full of excitement to see this latest production of EVITA and wow, how it had changed from the version I had seen some 40 years earlier. What an amazing production with a truly brilliant cast. The balcony scene stole the show for me, but for those who haven't seen it or read about it in the papers I won't spoil it for you by going into any detail.
It was an amazing show and one that I have no hesitation in recommending.

Evita!
Most iconic song performed outside for ‘passers by’ and not on stage for all of us that paid a lot of money for our tickets! No mention that the production intended to do this when purchasing the tickets as we would not have attended! LW should be held accountable for this misleading behaviour. Will never buy theatre tickets from this site again as my own personal protest.

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.

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.

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.

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

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

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!

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

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!

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