Many customers describe fast, hands-on support that finds and resends e-tickets and fixes booking errors. Another group reports surprise fees, marked-up ticket prices, and refunds being refused. A small number mention problems with show content or material they found offensive. Response times range from almost instant replies to emails and calls that get no answer.
Examples from available reviews (Jun 2021 – Feb 2026).
Great service emailed promptly and resent lost tickets within hours.
“Great service emailed early morning, within 2 hours had my lost tickets😀”
Company charges about 25% extra and is misleading in search results.
“I unwittingly paid £77 for a £59 ticket.”
Customer never received tickets and received no helpful response.
“I had never received tickets”
The Grease show lacked expected singing, dancing, and dialogue.
“it lacked the usual elements of singing, dancing, and talking”
Large groups of reviews praise quick, practical help. Reviewers say agents resend e-tickets within minutes or hours and correct booking mistakes. A smaller set says staff would not help with expired vouchers or late redemptions.
Many reviewers complain about extra charges, undisclosed markups, and refunds being denied. They mention administration fees and paying far more than venue prices. A minority report reasonable fees or satisfactory low-cost purchases.
Several reviews point to show-content problems, such as a Grease staging described as lacking singing and dancing. One review alleges racist content, and it stands alone. Comments on performances overall are limited in number.
Multiple customers report e-tickets arriving on time and vouchers being reissued quickly after cancellations. Others report missing tickets or trouble redeeming vouchers. Problems with the live product are mentioned less often than ticketing issues.
Many reviews mention very fast replies, sometimes within minutes, by email or support. Several others say exchange requests got no response and calls went unanswered. The feedback splits between quick replies and complete silence.
Reviews tend to land at the positive and negative ends: strong praise for customer support and strong criticism of pricing and refunds. Experiences differ depending on whether the issue was booking support or a price/refund dispute. Overall, opinion stays sharply divided on these points.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (33) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Customer service quickly recovered their lost tickets.
“The came back so quickly with the lost tickets.”
Customer support replied quickly and was helpful.
“replies fast and so helpful”
Josh efficiently reorganised their booking and responded quickly.
“Josh made the process easy.”
Reviewer says it propagates racism and distrusts foreigners.
“It propagates racism and talks about not trusting foreigners.”
Team were helpful swapping tickets to a matinee.
“Needed to swap tickets from evening performance to matinee and the team were really helpful”
Staff responded swiftly and were very helpful locating tickets.
“Such swift response when I needed help locating tickets.”
Theatre staff were prompt and efficient helping with booking.
“The theatre staff were so prompt and efficient when I needed help with my booking.”
Great service emailed promptly and resent lost tickets within hours.
“Great service emailed early morning, within 2 hours had my lost tickets😀”
Customer was charged a £10 administration fee to change their ticket date.
“tickets can’t be changed bla bla, unless paying £10 for administration fee.”
Staff quickly corrected a wrong booking so reviewer could attend.
“they did everything in their power to sort it so I could still go”
Customer felt overcharged, paying £156 when price later dropped.
“They charged me £156 for 1 ticket”
Booking and rescheduling were very quick and staff were lovely.
“Very quick and easy to book tickets”
Roger quickly and efficiently corrected a mistaken booking for sister's gift.
“it was handed so quickly and efficiently by Roger”
Josh was diligent and resolved their ticket issue quickly.
“Josh was extremely diligent, effective and fast with my query.”
They received no response to exchange requests and calls went unanswered.
“emailed 2 weeks ago and no response received.”
Received an immediate response that resolved their issue satisfactorily.
“What a great response - immediate and a good result.”
Support responded within ten minutes and sorted the tickets.
“Responding as within 10 mins and tickets sorted. Fantastic service.”
Reviewer says staff were very helpful throughout their interaction.
“Very helpful”
They resent missing e-tickets within two hours.
“within 2 hours they resent them”
After emailing, their e-tickets were resent within five minutes.
“I emailed and within 5 minutes it was resent”
Customer never received tickets and received no helpful response.
“I had never received tickets”
Paid significantly inflated prices and was refused refund.
“they have refused to give me a full or partial refund”
Company charged large undisclosed markups and refused refunds.
“charged 25% more than the face value of the tickets”
Customer paid more than theatre and got a standard refusal.
“they ‘are not a theatre’”
Reviewer accuses the seller of inflating ticket prices.
“They put up the ticket prices, just buy from the theatre direct”
Reviewer paid higher prices than venue and felt robbed.
“I am robbed of 28 pounds for nothing extra!!”
Company charges about 25% extra and is misleading in search results.
“I unwittingly paid £77 for a £59 ticket.”
Reviewer could not get help about expired vouchers and found service unhelpful.
“DO NOT buy vouchers from this company.”
The Grease show lacked expected singing, dancing, and dialogue.
“it lacked the usual elements of singing, dancing, and talking”
Reviewer saw Grease with no singing, dancing, or talking.
“no singing, no dancing, no talking not the normal set up”
Company refused to accept late voucher redemption despite medical circumstances.
“it’s just a blanket NO.”
Company promptly issued vouchers and goodwill reissues after cancellations.
“They issued new vouchers the next day, without me having to request them.”
I am very grateful that I stopped by the London Theatre Direct. I bought cheap theatre tickets and everything was just fine. The prices of the ticket were so amazing and it had brought me to all the possible shows which I thought were good enough. They had timely replies and my purchase was also done very quickly. I can attest London Theatre Direct are the cheapest theatre ticket agents in London. I Choose from seats and tickets to the best theatre shows in London, including musicals, plays, West End shows and others. Eventually, I booked your tickets online using my phone and everything was efficient. I recommend the store any day!
Customer changed booking with efficient friendly service and reasonable fee.
“Admin fee was reasonable considering I booked the wrong date.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
London Theatre Direct is an online ticket reseller for West End and UK theatre performances. It sells e-tickets and physical tickets for plays, musicals, and other live events, and lets customers choose seats when booking. The customer service team issues vouchers and handles exchanges, cancellations, and ticket reissues. Customers can reach support by email and phone about booking changes and ticket delivery problems.