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Reviews 74
Sarah Lawrence
Oct 05,2022Yesterday 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
A U
Sep 04,2022Went 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.
S N
Aug 24,2022Great 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.
Louisa Torrance
Jun 15,2022I 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.
MT
Jun 09,2022LW Theaters Customer Relations was able to resolve my ticket issue. Contacted by email, they replied promptly and kindly to my request. Thanks to them.
Andy
May 20,2022Following 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.
Alex
May 20,2022I 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.
Emma
Apr 07,2022Jeremy was extremely helpful over email. My initial email was responded to and my problem resolved within 45 minutes.
Anjie
Mar 05,2022So 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.
Susanna Martin
Feb 16,2022Excellent and professional experience with LW. We received a confirmation email (to junk mail) of our details, seats, and cost instantly. A few days in advance we received a second email welcoming us to The Cambridge Theatre and reminding us to check for our e tickets 24hrs before hand. Sure enough the tickets arrived the night before and scanned no problem at the door. A very delightful experience with LW. The show was fantastic and the staff were extremely friendly and professional.
Moe Ellis
Jan 03,2022No compassion my mother died so could not go to the London palladium panto December 21 e mailed them no reply emailed again they said they wouldn’t refund or give me a voucher as I hadn’t contacted them which I had e mail to prove it plus got the tickets still they where not interested even under the circumstances DO NOT BOOK WITH LW THEATRES 😡😡😡😡😡😡🙏
MH
Dec 27,2021My experience with LW Theatres customer relations was excellent! Thank you for the immediate response and the good communication and for resolving my issue right away. I highly recommend LW Theatres and am very pleased with this positive experience (- after having several horrible experiences with ATG Tickets!)
tina cooper
Dec 08,2021My husband and I went too this show on 07/12/21 Whitney queen of the night and it was absolutely awful !!!! Not the show it was the way the theatre was run ! There were drunken women everywhere and isles were blocked by drunk women dancing and being stupid !! I was goaded all night by a women who was absolutely off her face ! I had a disabled ticket as I have major back and bone problems and she kept draping herself over me saying why u not dancing and I said I can’t she the replied right in my face u can use your arms !!! They we’re up and down all evening treading all over me being told off them sat down again and as soon as your superviser left they did it again !!! The staff were hopeless and could Not control the situations occurring !! I reported it too the superviser along with others as if there was a fire people would not of got out !! He wasn’t interested at all !!! It was awful and a total waste of money and didn’t follow Covid rules !!!
Rebecka
Nov 11,2021The only contact channel is by email. So if you want to contact them urgently you have to email them. But they take 4 days to respond to emails. So if you're emailing about a show within the next 3 days I wouldn't count on getting a reply. I sent them two emails four days ago about a show that's taking place tonight. I got a response today, 6 hours before the show. Not ideal as I needed urgent help to resell the tickets due to getting covid. Also the agent only saw my oldest email. But my newest email had critical information for him to solve my problem. Terrible customer experience. Get yourselves a ticketing system where the agents see all communication with a customer in one place. Would save you a lot of time and lower response times as well.
Jenny L
Nov 02,2021My SIL purchased tickets last year for Joseph and completed their refund form, but has not got any money back. I have now started proceedings with STAR (star.org.uk) to hopefully get money back, otherwise I will have to with my bank issuer.
Jim C
Oct 30,2021I could not praise the staff in Her Majesty’s Theatre highly enough. On arrival at the theatre for The Phantom the Opera we were greeted by very friendly and helpful staff. I am a wheelchair user. Ellie took great care of us from start to finish making sure we got positioned in our booked seats and handled all aspects of our evening. She offered help with refreshments and ensured easy access to the nearby bathroom when required. She checked with us about exiting the theatre and ensured we knew our way to transport. In addition to a wonderful show, the customer service from start to end was impeccable. Many thanks to Ellie and to her very friendly colleague Gemma.
Catherine Fear
Oct 29,2021Tried to contact LW Theatres about my Access (disabled) tickets - no access telephone line at the moment so I had to email. Emailed 2 weeks before the show and was told it would be 72 hours til I got a response. No response ever came! All I wanted to do was upgrade my tickets as I had been sold restricted view tickets without being told and my eyesight is very poor due to my disability. Would not book through LW again!
Tom
Oct 21,2021Utterly disgusting behaviour - LW Theatres market that they want to assist and provide support to those people with special needs, so after hearing this tried to book Frozen for my special needs daughter in December as a Christmas Treat with the family. They ask you to fill out a form and provide accompanying documentation to 'prove' she has special needs. At the time there were plenty of seats available at reasonable prices. We expected a turnaround time of 72 hours as stated on the 'no-reply' email response that they send back. We got nothing back for 5 weeks!!!, they then asked us if we needed to book for the date and time we requested as they only had single seats left, why offer that when you have someone who needs support - clueless. They suggested another time and date but the seats were £600.00 for 4 and they weren't even particularly well situated. After being very responsive while trying to relieve me of my cash, when I started to complain I haven't heard anything back even though I have pursed it a number of times. In addition you will find that they don't have a complaints process at all on their website or as a company. Can't go bankrupt soon enough in my view........you get better service from Odeon and Cineworld when dealing with people with special needs........rot in hell!!
Lynsey gallagher
Oct 20,2021I purchased tickets to see Frozen in 2020 which took place on 30th Sept after a number of rescheduled shows..I picked grand circle row A so my daughter could see the whole stage. 2 days before the performance my seats were moved to Row B without any notice. I have tried numerous times to get in contact with this theatre via email as the phone lines do not work for an explanation and have had no response. They say they will respond to emails regarding pcoming shows within 72 hours however it was only 48 hours before the show and to this day after a number of follow up emails I am still waiting to get an answer. This ruined the evening for us and would like an explanation to why our seats were moved 2 days before the show without any notice and no possible way to contact them! The staff were quite rude when I tried to seat my daughter in a position on my lap without interfering with the people behind us and I get told off - I moaned that she couldnt see even sitting on the booster and they walked away. I am now going to take this further and send an offical complaint letter by registred post to them and contact STAR as I am really not happy with this service!
Christine Hanley
Jan 28,2023Trying 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