Reviews Analysed
21
We Collect & Analyse Reviews
LW Theatres
Experiences & Reviews
LW Theatres is a UK-based ticketing and theatre organisation that sells tickets and manages bookings for stage productions and live events. It operates online booking and box-office services for theatre performances, and is commonly referenced by consumers researching seating, accessibility and refund policies.
Overview & Key Metrics
Positive Sentiment
43%
Latest Review
18d
Overall Rating
2.6
Our Analysis
🎯
Service quality
Frequent reports of rude or unhelpful front-of-house staff and refusal to resolve issues, though some reviews praise individual employees for helpfulness.
Share
Weak
20%
💰
Value for money
Repeated complaints about lack of refunds, high fees or steep price differences; a small number of reviewers describe tickets as reasonably priced.
Share
Weak
11%
⚡
User experience
User journeys vary: some praise easy online booking and accessibility, while others report denied entry, poor late-arrival handling and disrupted viewing.
Share
Mixed
15%
🔧
Product quality
Many reviewers praise production quality (casts, effects), but others note obstructed views, off-stage staging decisions and poor streamed presentations.
Share
Mixed
10%
📞
Communication
Numerous reviewers describe unanswered emails, delayed or missing refunds and inflexible policies; a minority describe prompt, helpful staff communication.
Share
Weak
18%
⭐
Overall experience
Overall reports are polarised: several glowing production experiences contrast with many reviews describing unresolved complaints and disappointing service.
Share
Weak
26%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (January 2023 – September 2025).
Very bad experience at the London Palladium
"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 P..."
customer
Trustpilot
Sep 30, 2025
Featured for: Accessibility booked aisle seat failure
Fraud Fraud !!
"Gave me unusable vouchers for 3 cancelled shows. Still waiting for £..."
customersitara
Trustpilot
Sep 30, 2025
Featured for: Unrefunded vouchers for cancelled shows
Back to the Future with Customer Service!
"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..."
kate bradford
Trustpilot
Sep 30, 2025
Featured for: Easy ticket changes, helpful staff
Amazing Experience
"Just returned from seeing Evita and after reading abreview on here I couldn’t disagree more. I have seen Evita on numerous occasions including the fil..."
Sue Baczynski
Trustpilot
Sep 30, 2025
Featured for: Positive production and audience reaction
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
J
JAH
trustpilot.com
Sep 30, 2025
I am writing to share my disappointment…
I am writing to share my disappointment following our recent visit to see Back to the Future at the Adelphi Theatre 07/09/25, which is in the same org...
M
Mr Phillip Parker
trustpilot.com
Sep 30, 2025
RUDE AND UNHELPFUL STAFF
Attended the Englebert Humperdinck at Theatre royal Dury lane , lovely th...
P
Paul Holgate
trustpilot.com
Sep 30, 2025
Dreadf Experience at LW Theatres
Horrendous experience at Phantom of the Opera London. I am a regular theatre goer and have been to Phantom more times than I can count. Had another vi...
S
Spoonhead
trustpilot.com
Sep 30, 2025
2 guest out of a group
2 guest out of a group, could not make the show due to medical emergency. The...
G
Gemma Jeffrey
trustpilot.com
Sep 30, 2025
We were 5 minutes late to see Evita… we…
We were 5 minutes late to see Evita… we were told we couldn’t enter the theater until the interval. We were then lead into a room where there were oth...
E
Ellie Mork
trustpilot.com
Sep 30, 2025
Hercules
We got tickets for Hercules. Incredible voices from all, The Muses were amazing and whole production was astounding. We would definitely go back to se...
c
customersitara
trustpilot.com
Sep 30, 2025
Fraud Fraud !!
Gave me unusable vouchers for 3 cancelled shows. Still waiting for £...
S
Sue Baczynski
trustpilot.com
Sep 30, 2025
Amazing Experience
Just returned from seeing Evita and after reading abreview on here I couldn’t disagree more. I have seen Evita on numerous occasions including the fil...
G
George Oatham
trustpilot.com
Sep 30, 2025
EVITA - WOW WOW WOW
Being an older reviewer, my original recollection of EVITA was of Elaine Paige singing so brilliantly 'Don't Cry For Me Argentina'. I therefore arrive...
c
catherine
trustpilot.com
Sep 30, 2025
Evita was a real disappointment
Evita! Most iconic song performed outside for ‘passers by’ and not on stage for all of us that paid a lot of money for our tickets! No mention that th...
A
A L Dyer
trustpilot.com
Sep 30, 2025
BEWARE no refund policy even if customer not at fault.
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...
R
Reema Deb
trustpilot.com
Sep 30, 2025
Awful experience
Awful experience! Wouldn't let me exchange my tickets or provide any kind...
S
Sarah Barber
trustpilot.com
Sep 30, 2025
Refused to allow us to move our tickets…
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....
N
Neale
trustpilot.com
Sep 30, 2025
Borderline Scam Practices.
No refunds, under any circumstances. Borderline scam comp...
F
Francesca Bizon
trustpilot.com
Sep 30, 2025
Fantastic customer service
Fantastic customer service. Thank you especially to Eddie who was marvellous....
k
kate bradford
trustpilot.com
Sep 30, 2025
Back to the Future with Customer Service!
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...
V
Vicki
trustpilot.com
Sep 30, 2025
Marvellous Customer Service.
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 w...
c
customer
trustpilot.com
Sep 30, 2025
Very bad experience at the London Palladium
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 P...
D
Darla Ward
trustpilot.com
Sep 30, 2025
No policy.
They have no policy about the custome...
m
matthew simpson
trustpilot.com
Sep 30, 2025
Me and my partner went to see phantom…
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...
Conclusion
Customer feedback on LW Theatres is mixed: many reviewers praise the quality of productions and specific staff members who resolve bookings, while a substantial group report problems with refunds, seat allocation and unresponsive communication. Consumers frequently cite issues with obstructed views, late-entry policies and difficulty obtaining refunds or moving dates. If you plan to book, check seat details carefully, read the venue’s refund and exchange terms and keep copies of booking emails. For accessible seating or medical needs, confirm allocations directly and request written confirmation before arrival.