LW Theatres28 reviews
This score is based on 28 genuine reviews submitted via BritainReviews since 2021.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.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.
Ticketing issue
I really enjoyed the show, it was excellent. But, I had a bit of a frustrating time with the ticketing process. Even though LW sent emails saying the tickets would arrive 24 hours before the show and mentioned a slight change in time, the tickets never showed up in my inbox. So, when I got to the theatre, I had to explain the situation to the box office staff. They were able to confirm our booking, but at first, they wanted to send the tickets to my email, even though I explained I couldn't access it without a printed copy. After a bit of back and forth, they finally printed the tickets for us. The show itself was great, but the ticketing process was definitely a hassle that could have been avoided with better communication and service from LW.
Missed out on seeing a show
I was buzzing to go watch a show with my family, but then the trains got cancelled and we couldn't make it. The theatre wouldn't allow us to reschedule for another day, even though it wasn't our fault. We were gutted, especially my little cousin who was so excited about it.
Ticket purchase for a show
I was really annoyed because I had to wait until the last minute to get tickets for the show I wanted to see. It's so frustrating to have to worry about not getting my e-tickets on time. And their customer support was so useless - I couldn't even get in touch with them when I needed help. I definitely won't be using them again.
Saw Crazy for You
I went to see Crazy for You and it was absolutely fantastic! All the actors were brilliant and I had a really enjoyable evening. Thanks for such a wonderful time!
Ticket refund for unwell member
I recently had a great experience with the Box Office team at the theatre. On Boxing Day, one of our group got sick and couldn't make it to the Palladium panto. I didn't think anything could be sorted out last minute, but I thought I'd drop the Box Office an email anyway. Surprisingly, I got a reply back in just 10 minutes. The staff were so helpful and managed to sell the ticket again, even though it was only a few hours before the show. I was really thankful to get a refund for the ticket, which would have been wasted otherwise. A big thanks to Gee and Darren for their amazing customer service.
Ticket purchase for Barry Manilow concert
I bought tickets for a Barry Manilow concert through LW Theatres not long ago, and I have to say I was really let down by the whole thing. They said they would send the tickets to me, but they never showed up, meaning I ended up missing the concert. I sent an email to ask about the missing tickets, but I didn't get any reply. The fact that they didn't communicate properly and didn't get the tickets to me on time reflects really badly on LW Theatres' service.
Tickets inquiry
I had a question about my tickets so I sent an email. Customer service got back to me really quickly and they sorted out my problem. I wish other companies were as efficient and easy to deal with, honestly!
Show tickets
I got tickets for this show, but they never turned up, and I had to wait AGES for a reply from them! How am I meant to enjoy the show without the tickets?! It's not on, mate!
Refund issue
I've had a bit of trouble with a refund from this company. I was supposed to get back £400 but only got £12. I've tried getting in touch with customer service but haven't had any luck sorting it out. It's been really frustrating and disappointing because I was hoping for a quicker and more satisfying solution. I'm not happy about the lack of communication and help I've received in this situation.
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.
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Contact Information
65 Drury Lane
WC2B 5SP London
United Kingdom
📧 Customer.Relations@lwtheatres.co.uk
Categories LW Theatres
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Last update: October 2025
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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