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.

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