LW Theatres Reviews 

London Palladium. On previous visits this venue has been outstanding, however after watching the Wizard of Oz there earlier today the performance was ruined by the lack of air conditioning, zero air flow. It was so hot and uncomfortable. No advanced notice to customers of the problem, and no temporary adjustments to help reduce the temperature in the auditorium. 1 poor lady had to leave due to the heat and staff issued her an ice pack!!! Don't get me wrong, the performance was good, it was just a shame that the atmosphere was like the Victorian glasshouse at Kew gardens. LW Theatres- next time at least tell your customers so they can wear shorts and bring their own fans!!!

Attended Matilda the Musical at the Cambridge Theatre in London,
One particular member of staff, Aoife. Rude, aggressive and verbally abusive to my family.
Ruined a family trip.
Customer service beyond awful.
Will never go back.

Bought tickets for Wizard of OZ a year ago, chose 2nd row as 1st was restricted viewing to any one under 5ft4 turned up and couldn't see anything! The stage was so high and our view was restricted to actors head and for several scenes saw nothing at all! Their customer service is non existent £450 wasted!

We purchased two tickets for a stand-up comedy that got canceled, and since November 2nd, 2022, until today, June 26th, 2023 have tried to get our money back, but they do not even reply to our email.

WOW, WHAT A BAD EXPERIENCE!!!

I need to change my tickets for a different date. We paid £59 per ticket and I want to change to tickets that are in the row directly in front of our original booking that are currently being sold for £49.75, I'm happy to pay the £3 / ticket fee to change and not asking for any money back but am being told that I can only exchange for tickets that are the same price or higher, there are no tickets the same price so to change the tickets I would need to pay more when I really don't want to and do not feel I should have to.

I'm over a barrel so am going to end up having to bite the bullet but the service and terms and conditions set are so completely unreasonable.

I would strongly advise booking last minute if you can.

To the vendor - your terms and conditions are unreasonable and you are ripping people off!

Very poor customer service and communication. Staff were more concerned with checking everyone's bags and telling people not to take photos than being friendly/ helpful. There were no programs available as I entered the hall and unfortunately I missed half of the show as no announcement was made that there was a break when the curtain came down. It would have been so easy to announce that the show would recommence in X minutes, however they assumed that everyone knows the program or looks through the internet to find it. Nothing about a break was shown on my ticket or email confirmation. I emailed their customer service to complain, however they did not offer to do anything to improve their service/ communication in the future. I am very disappointed with their attitude and would never go back.

Very good service for disabled attendees requiring an additional carer. Easy to book.

Tried to book tickets it said a client exists with your details so I can’t book the seats.How ridiculous

Went to see John Cale at the London Palladium, and we had a great evening. Booking the tickets was a breeze, loved the theatre, the view was great even from afar.

Chaos. Doors open half hour late. Show starts over an hour later than advertised. And I suspect this is to maximise bar sales. Cynical. Felt tricked.

Trying to book tickets on line this evening and when it comes to pay I get a pop up
A client with these details already exist
I’ve tried resetting my password but still get the same pop up
I’ve given up I’ll spend £120 on something else

Yesterday The search for the right number was difficult. Then spoke to a pleasant gentleman who said I had to fill in an accesable form to register my disability.ok fair enough.
However today another search for the number, only to be told again to book in on line by the same pleasant man to book on line. Why he didn’t want to book it ?
So now I have booked and my carer don’t get a free seat. So confused and disappointed update. Went through costumer services. Who had to double check my details of proof of disability. Found error and put it right, got my carer his free seat. 2 days to complete

Went to see Back to the future and made sure I had excellent seats by checking numerous websites. Spent close to £400 for 4 seats. On the day, we had an adult over 6ft tall with huge large hair sitting in front of us, completely obstructing 2 of our seat views. Spent the entire show looking at the back of their head. Its not the persons fault, I have nothing against this person. However, when I emailed customer service asking for a refund for 2 tickets given that two of us had not actually seen any of the show (yes it really was this bad a view-i even provided a photo of my view), I was offered "discounted" tickets to see the show again at a further cost to me of another £100. This is ridiculous, insulting and unacceptable. Not going back to the Adelphi theatre ever, what a waste of money. In any other industry you would get a refund, but this theatre seems to think its acceptable that customers should spend hundreds of pounds for something then not get what they paid for.

Great service received at the London Palladium. A special thanks to Michael Chakraverty who made arrangements to facilitate my request and Robbie who went out of his way to facilitate it on the day. Great service and great show! Many thanks.

I have used LW Theatres multiple times in the last two months. Booked to see Frozen , Matilda and Chess the musical. Tickets are always sent in time with regular communication. I also needed access for my daughter and they sorted it out so quickly and were very helpful. I would recommend them to anyone.

LW Theaters Customer Relations was able to resolve my ticket issue. Contacted by email, they replied promptly and kindly to my request. Thanks to them.

Following this afternoon performance of Back to The Future (16/04/22) at the Aldephi Theatre I did not feel that I was served well.
I asked one of the usher / attendants, at the main entrance to the stalls, where the booster cushions were. He directed to me by hand gestures to what seemed to be the disabled toilet. I thought he did not hear me properly so went back to him and said to him the following exact words. “listen to me carefully, where do i find the booster seats?” He then pointed in the same direction and said it was around the corner.

So I followed his instructions and was still unsure where he meant as there was no signage. While I was still looking he then approached me waving his finger and "DON’t you dare speak to me like that” in very assertive tone of voice. What really upset was that he did in front of 2 women who were just walking away from the bar and result they saw an aggressive stance from attendant making me out to be the bad person. I found this very embarrassing . When I walked passed him with the booster seats and asked for his name and then gave the booster seats to my Grandchildren. I thought worth mentioning to the Aldephi Theatre manager Christine but by the time I saw her Conner had already told a skewed version of what had actually happened. She defended him but she did say she would check the security video. I have since emailed twice to customer services at the Adelphi Theatre.co.uk, part of the LW Theatre group, to ask for an apology but no response hence this Trust Pilot feedback.

I was looking for an online booking to get tickets for the musical "Frozen", there are so many ticket providers but purchasing directly from lwtheatres was the cheapest option.

Do not waste your money on ticketing website, get them directly.

Jeremy was extremely helpful over email. My initial email was responded to and my problem resolved within 45 minutes.

So sick of booking agencies too anal to actually send out tickets you have paid for ON TIME. Why should we have to wait and stress right up to a few hours before a show before receiving our tickets?? Especially e-tickets. Unable to contact them - bugger all customer support. Never using this useless bunch again.