LW Theatres37 reviews
This score is based on 37 genuine reviews submitted via BritainReviews since 2021.
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Honestly, I’d skip it. A mate tipped me, so I bought decent seats through LW and expected a proper on-stage number, but the big ‘Evita’ song was done outside for passers-by — not even announced when buying tickets. Felt proper annoyed and a bit cheated; we’d paid for the theatre experience. Ticket delivery was fine, but the listing was misleading. I won’t be using that site again, no.
Missed the gig because of them
their new system sometimes doesn't send tickets; they knew about it, apparently. Other sellers usually sort this without drama, so I'm grateful they at least replied, but no refund or rebooking — not great.
Nearly Mythical Night
I'd seen a flyer for Hercules and my mate dragged me along — best nagging ever. The point I knew it had won me over was when the Muses sang and the whole auditorium kind of forgot to breathe; incredible voices, honestly. Costumes and those suddenly popping 3D bits were better than I expected, and the staff were smart and oddly chatty at the bar. Accessibility was easy, exit shockingly quick with taxis outside, so yeah, we'd go again, no question.
Proper little win
I started the evening thinking I'd be stuck with awkward seats, but it turned into a proper win. I buy theatre tickets for our little midweek ritual — delivery was instant (e‑tickets), so we could sort dinner and not panic. Customer service were surprisingly helpful on the phone, found similar seats and explained fees clearly, so we felt looked after. Makes a difference to my week to have that sorted easily. Really pleased it all worked out, and grateful in the end.
Changed, but worth a visit
Worth seeing, I think. To be blunt — it isn’t the old version I remembered, and that’s fine. I came in expecting Elaine Paige-era Evita in my head and found a very different, sharper production at the Palladium. The cast is solid, the orchestra tight, and there’s a particular balcony moment that really stands out — I won’t describe it, not spoiling anything. A few scenes drag slightly, and the tone shifts a bit too quickly at times, but overall it holds together. I’ve seen weaker revivals elsewhere, so compared with them this is good, if not perfect.
Seven-ticket slip sorted
There I was — seven tickets booked for a matinee, thinking I'd nailed it, until I realised I'd picked Saturday and everyone was leaving on Friday. To be honest I almost didn't bother calling; I assumed a mess and a bill. But the theatre's 48‑hour change policy actually works and the agent sorted the date swap without faff. Then the party called off with illness, so I rang back, asked for a December date, and again no bother, quick and efficient. I've had worse runs with other companies where cancellations meant a fight, so it's nice to find something that does what it says. Slightly relieved and properly pleased it was so painless.
Herded-in-and-humming
pixely, stuttering, and if you turned the volume up it still felt like whispering. The room was awkward, seats too close, people shifting about; not the same as proper seats in the stalls. Staff weren’t helpful — brisk, a bit sharp, the sort of “you should know better” tone that winds you up. The performance itself (on that dodgy screen) did have moments, not awful, but the handling ruined it. We’ve had better nights at other venues who actually train their staff. Won’t be rushing back.
Quietly impressed
clever, restrained and it actually added to the story rather than stealing the show. The lead was steady and surprisingly commanding, and the ensemble’s choreography was neat and precise. I found myself oddly moved in a few moments, got goosebumps even, which was unexpected. A couple of scene changes dragged a touch, so it’s not flawless, but those bits didn’t spoil the evening. I’ve recommended it to my sister and I’ll hang around Argyll Street next week just to watch that outside bit again. Dry, but satisfying — worth a visit if you’re on the fence.
Not what I expected, pleasantly sorted
I wasn’t sure about calling to change my theatre date — I’d had a couple of dodgy experiences with ticket offices before, and I was braced for a faff (and a hidden charge). It turned out to be much less painful. I needed to move the booking because of a late work clash, and the rep I spoke to (Tom) talked me through the extra cost, took payment and reissued the missing e-ticket straight away. I still double-checked the returns/upgrade policy online — yes, it’s there, easy to find — but it was good to hear it confirmed on the call. The only minor gripe is that the upgrade did bump the price a bit, as expected, but that was my choice. Security check was quick, no dramas with bags, and for what it’s worth there are plenty of ladies’ loos near the stalls entrance (handy if you’re faffing about). All in all, my doubts evaporated; good, efficient service and a simple fix.
That awkward “did we miss it?” moment — then relief
we missed the only slot, staff replies felt a bit patronising and like they were rubbing it in. I was sceptical they’d do anything, honestly. Then a manager rang me the next day, apologised properly and offered a partial refund plus a credit for another event — not a full miracle, but enough to show they cared and weren’t totally heartless. That call was the exact moment I relaxed and actually felt satisfied. It didn’t erase the hassle, but it turned my mood around. So, would I book again? Maybe — with a note to self: check times earlier and call sooner.
Mid-show chaos
lack of practical help. On the surprise side, one usher later, not the manager, did quietly check I could get back to my hotel and actually walked me to the cloakroom area — small thing, really, but oddly comforting. I came away shaking, with chesty feelings and dizzy spells; I’m still not right tonight. If you’re like me and need a specific seat for medical reasons, make that absolutely clear and ask for a written confirmation, or don’t risk the front row. The performance itself was as haunting as ever, but the evening was badly spoiled by how the incident was handled.
Stuck on the stairs, oddly typical night out
not an aisle seat after all. I asked several ushers for help and got vague shrugs. Manager’s suggestion was basically to stand at the back and watch — as if standing for any length was an option for me. That was the turning point; I couldn’t manage it, so we left about ten minutes into the show. The show itself seemed fine from what I heard — I don’t doubt it — but the whole experience was ruined by the mix-up and the indifferent customer service. I’ve emailed LW Theatres a few times and haven’t had anything useful back. So: performance was OK, logistics and staff response were not. Would think twice about booking there again unless they sort basic accessibility and training.
Show review
I recently went to a show at this venue and it was really packed. Unfortunately, they didn't allow photos during the show, which was a bit disappointing. The seats in the front row stalls were so uncomfortable! There was hardly any space for your legs and feet, so I had to sit in a weird position all night. There was a lady with crutches who struggled to get through because the gap was so narrow. It completely ruined the experience for me. The Palladium really needs to address their seating arrangements, it's a safety issue!
Ticket Name Issue
I had a bit of trouble with the name on my ticket, so I got in touch with customer relations for some help. Kirsty was really great and sorted everything out quickly and in a friendly way. Her communication skills were top-notch and she went the extra mile to help me. It's not often you find such amazing customer service, so I really appreciate Kirsty's help.
Ticket booking assistance
I've had a bit of a hard time booking tickets online because I'm not used to my new phone, but there was a wonderful staff member at the theatre named Arijana who helped me out a lot and was really patient. I suggest giving the theatre a call if you run into any booking problems.
Ticket purchase for The Wizard of Oz
The whole process of booking tickets for The Wizard of Oz was really straightforward and simple thanks to the MasterCard priceless experience. We were so excited to meet the cast on stage before the show started. I noticed that The Palladium had been renovated since the last time I was there, which was a nice surprise. The vibe was lively and the staff were all really friendly and quick to help. And as for the show itself, it was absolutely amazing – the performers were so talented and really brought the classic story to life on stage.
Ticket Purchase Issue
I had a really disappointing time with my ticket purchase from LW Theatres. I bought two tickets, spending £330 in total, but they didn't arrive in time for the event. This meant I missed out on the concert. I tried to get hold of the tickets but only got them by email two days after the event was over. They didn't offer me a refund or a chance to rebook, so I ended up losing out on money and missing the experience I was really excited about.
Amazing experience
LW was absolutely brilliant! We received an email right away with all of our information, seats, and cost (don't forget to check your junk mail, just in case!). A couple of days later, we got another email welcoming us to the theatre and reminding us to check for our e-tickets the day before. The tickets arrived the night before and scanned smoothly at the door. Such a fantastic experience with LW!
Ticket Purchase for Shows
I recently bought tickets for two different shows at LW Theatres for me and my parents. Sadly, we had to cancel our plans because my mother passed away suddenly. Even though I told LW Theatres in advance, they said they couldn't give us a refund. I had also bought insurance from Booking Protect when I booked the tickets, thinking it would help in situations like this. But I was upset to find out that only my mother's ticket would be refunded, not the others in our group. It's really disappointing to see such a lack of compassion and empathy from a big company like LW Theatres.
Ticket date change
I had to change the date of my ticket to see a particular show. So, I got in touch with customer relations and they replied quickly. They told me to book the new date I wanted and assured me that I'd get a refund for the original ticket. The refund was started on the same day I contacted them and I must say, I'm really happy with how efficient and professional their customer service was. I couldn't have hoped for a better experience.
About LW Theatres
LW Theatres, founded by renowned composer Lord Andrew Lloyd Webber, is a prominent operator of theatres in London. The company, originally established as Really Useful Theatres in 2000, manages some of the most iconic venues in the West End, including the London Palladium, Theatre Royal Drury Lane, and the Adelphi Theatre. These venues have hosted numerous critically acclaimed productions, contributing significantly to the cultural fabric of London’s theatre scene. LW Theatres is committed to the preservation and modernisation of historic theatres, ensuring their continued relevance and accessibility. The company is a pivotal player in the British performing arts industry, fostering creativity and innovation.
Details
Contact Information
65 Drury Lane
WC2B 5SP London
United Kingdom
📧 Customer.Relations@lwtheatres.co.uk
Categories LW Theatres
Services | Other Services Reviews & Experiences
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Last update: January 2026
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Review with most votes
tickets for Phantom of the ope
I received my tickets through the post. The customer service was brilliant and so helpful during my booking. Read onBy: Malcolm Cox