LW Theatres Avis 98

LW Tickets posted deceiving images about the visibility for the showing of Back to the Future at the Adelphi Theatre. After confronting them, they decided to ignore me. Don't book through their website. I had to walk out as the visibility from the stalls at the back was laughable. I could only see half of the screen.

Went to see The Phantom of the Opera on the 21/03/2026 at 2.30pm. The show was okay. However, the state of the ladies toilets at His Majesty Theatre were stinking. There was nowhere to sit unless you paid for the VIP experience and what I saw was not worth paying extra for. Staff were ok, but not friendly.

Despite the increasingly outrageous price increases every year on top of already ridiculous pricing, have booked the Panto @ The Palladium yet again as it has become something of a family tradition. However, not sure for how much longer as it's getting to the stage where a second mortgage is required! Given how relatively easy it was to get half decent tickets for this in the early years, I think there's now an element of FOMO driving it and the theatre is cashing in on this. The hospitality add on packages too used to be reasonable value but aren't any longer. Previously it was possible to pick, say for a family of 4, 2x packages with just soft drinks and 2x packages with alcohol. Now however it seems it's one or the other, so either end up in a general bar area with soft drinks or pay for 4x packages with alcohol, 2 of which you don't need!

Absolutely appalled by our experience at Theatre Royal Drury Lane last night.
We travelled from Dublin with our young children to see Hercules, only to be refused entry at the door due to an age rule that is NOT clearly stated at the point of booking. The website says “recommended 6+” — that is NOT the same as “strictly no under 4s admitted.” This crucial information is buried in small print, which is completely misleading for a family Disney show.
To make matters worse, the way we were treated was humiliating. A manager followed me while I brought my children to the bathroom and confronted me in front of other customers. We were then escorted out like we had done something wrong.
We were told to sit in reception for 2.5 hours and watch a live stream instead — after paying for a live theatre experience. Completely unacceptable.
Even more frustrating, I saw children in the venue who appeared younger than my daughter, including one still in nappies, yet we were refused entry. My child was quiet, well behaved, and caused no disruption whatsoever. We were clearly singled out.
No refund was offered on the spot despite being denied the service we paid for.
This was meant to be a special experience for my children and instead turned into a stressful, embarrassing ordeal. Between misleading booking information and the treatment we received, this was one of the worst customer experiences I’ve ever had.
I would strongly advise other families to be extremely cautious booking through this platform or attending this theatre unless age restrictions are made explicitly clear at the time of purchase.
Disgraceful experience.

Paid £45 pp for the vip experience. Absolute con! You don't get an hour and only two drinks. The savoury snacks are poor. Got a bill for an extra £40!! Don't do it!!

Mixed reviews on here but I've never had a problem. Always a great night! :)

The review is about His Majesty's Theatre, The Phantop of the Opera show.
The show is good, but the whole experience was completely destroyed by absolutely incompetent rude staff, who, instead of taking care of customers are trying to rob you.
Me and my husband were having a date night yesterday, went to the theatre and my husband gifted me a bouquet of roses. However we were stopped at the entrance and were told that "flowers are not allowed in the theatre". First of all, since when? Even within their performance it's shown when Christine Daae comes to her room after the successful debut, she is carrying lots of flowers. Theatre was always surrounded with flowers at all times in all eras! And now suddenly "not allowed". The reason mentioned is "someone might have allergy". Well... let's look at the URMC hospital review: "The pollen of most flowering plants, such as roses, is heavy, waxy, and spread by insects. These plants generally don't trigger allergies."(unable to provide a reference link, but this research is on the URMC website). So the reason is initially made up. Next, they are saying that they will store our flowers... if we pay for storage!!! If the reason is health and safety, on their opinion, do we really need to pay for it??!!! Charging money for something they consider health and safety???!!! And the last and most ridiculous part. Both staff at the entrance and manager were referring to their "Terms and Conditions"(TaC) that were supposed to say that flowers not allowed. Worth mentioning, that upon request these TaC were NOT presented, instead manager rudely told us to go and read it on website. OK, I'm not lazy, I went on the website to read it, and guess what? NOT A SINGLE WORD ABOUT FLOWERS! Food and drinks - yes, flowers are NOT mentioned (Trustpilot does not have an option for pictures, otherwise I would have submitted a screenshot). How do I suppose to understand that they are not allowed? Citating: " Customers are not permitted to bring any items into the theatre which are illegal or are deemed by the theatre management (at their sole discretion) to pose a health and safety risk, affect the enjoyment of others, cause disruption to the performance or cause damage to the Company’s property."
Once again: "deemed by the theatre management". This is how how they cover up their robbery! If at some point management will decide upon their discretion that you scarf or shoes are not allowed, cause they have laces and someone can be suffocated with it, they will force you to pay for storing your shoes. And to avoid this you suppose to be a mind reader, cause this it NOT mentioned in the TaC that the fully incompetent manager was sending me to read, and fully remains on his decision, now matter what bs it is! And yes, you suppose to understand it from literally nowhere that flowers are dangerous and will not be allowed to the place that historically was always surrounded with flowers, whether it's for artists or customers!
Not saying that the theatre has actually lost money trying to rob us on such an inadequate reason. As initially we were planning to arrive earlier and spend way more than the flower storage in the bar for snacks and drinks. But after being treated like garbage by rude, incompetent, robotic manager, we refused to spend a penny!
What needed to be done instead: apologise for inconvenience, accept the fact that there were actually no warning of flowers prohibition mentioned anywhere, accept flowers free of charge for storage, wishing us good evening and letting us go and happily continue our date and keep spending money at the caffe.
What we get instead: spoiled mood for customers, spoiled impression of the show, theatre looses money for customers are not willing to spend a penny on snacks or merchandise. Therefore, please, teach you customer service to work appropriately, stop lying to customers about TaC that don't exist, apply flexibility and stop being robotic!
And once again, this complaint is not about being charged for storage. If both prohibition and storage price was clearly mentioned in advance - no issue. But the complaint is about poor communication of theatre rules (which are totally inadequate), lies and rudeness of staff, complete inability of a manger to handle even a very simple situation. Hope things will change and customers will be treated with respect and care, but not as a walking wallets.

I have booked tickets for the Palladium and I made a couple of errors. I managed to get through to someone straight away who sorted out the problem for me. Then for another error a day later, I sent an email and they replied within the hour and sorted out the problem. They refunded some money really quickly. We are very impressed with their customer services.

A really disappointing night at the Palladium. We arrived early from work but were directed into the wrong queue by staff, only to be sent back outside after waiting and having my bag searched.

The bar was severely understaffed; after queueing for a long time I was turned away when it closed, and the bar manager was unnecessarily aggressive and brought me to tears.

Inside the theatre, staff misread my ticket and sent me to the wrong floor, separating me from my guest.

Even at the interval, the bar situation hadn’t improved and my guest was turned away again.

Poor organisation, poor staffing, and an upsetting experience overall.

Booked tickets over the phone and paid by giving my card details to the man expecting it all to be legitimate and safe. Later that same day someone attempted to make fraudulent purchases with my card details. The reason I know it was this man at LW Theatres is because it was the first time I’ve given those card details over the phone - I never use that card! Luckily my bank quickly intervened and cancelled my card. I’m not impressed with LW Tickets at all. Step up and make customer payments more secure when paying on the phone!

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 organisation.
We had purchased six tickets for the performance, but unfortunately three of the seats had a severely obstructed view due to the people sitting in front. As a result, my children were unable to see any of the show. I raised this immediately prior to the show starting and during the interval, but was told, That no alternative seats were available. By this point, a significant part of the performance had already been missed.
I had also written an email and attached a picture to highlight our concerns, hoping that something might be done as a gesture of goodwill. However, I was informed that nothing could be offered, which has left us feeling very let down by Deputy Box Office Manager, Alun. This was particularly disappointing given the cost of the tickets and the excitement my children had for the show.

Sadly, this experience has left us reluctant to return to the Adelphi Theatre, which is a real shame as we were very much looking forward to the evening.

Attended the Englebert Humperdinck at Theatre royal Dury lane , lovely theatre but let down by rude and unhelpful staff , would not re-visit again.

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 visitor sat next to me, flashing a watch screen throughout and then encroaching on my space. He then became abusive. I suffer from diabetes which affects my blood sugar, puts me at increased risk of heart attacks and strokes. Also at risk of diabetic foot ulcers and already had part of my foot amputated which seriously impacts my balance and comfort. I also have issues with my sight which is a direct result of diabetes hence I book theatre tickets as close to the stage as possible. After a good chunk of the show had already elapsed the only thing I was offered was potentially an alternative seat which would not have been comparable or to go back in and sit next to the person who had been disruptive and abusive. The only reasonable action would be a refund of my ticket or a complimentary ticket for a fiture performance. This has left me unwell this evening, I have been having breathing difficulties, chest pains and left feeling faint. I made the staff aware of my health concerns And there was no concern shown about making sure I managed o get back to my hotel safely. Feeling very unwell and vulnerable right now.

2 guest out of a group, could not make the show due to medical emergency. They would not refund or move the show dates for us.
£9 for a slushy. Not again.

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 others who were late like ourselves and were asked to watch a v glitchy tv streaming the show. It was also v quiet even with the tv on full volume.
When we expressed our disappointment the staff were extremely rude and not in the slightest bit understanding about our frustration.
We were made to feel like we were being unreasonable because of our frustrations.
We experienced a v poor customer service from the staff (who clearly need training in handling complaints) from start to end.
As a result of our treatment we will not be returning to this theater in thr future.

We got tickets for Hercules. Incredible voices from all, The Muses were amazing and whole production was astounding. We would definitely go back to see this play, all the costumes, the 3d effects, everything was great. Staff were well turned out and very pleased to see you. Accessibility was not a problem and accommodated very well. The quickest exit from a theatre at the end we had ever had with plenty of taxis nearby. Many thanks to the whole team.

Gave me unusable vouchers for 3 cancelled shows. Still waiting for £60.50 refund since 2021. No support, no solution. Avoid this company.

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 film and although I was concerned at first that this was a reimagined production I was blown away by what we experienced. Rachel Zegler was a triumph and the continuous standing ovation she was given showed the rest of the theatre agreed. The singing and dancing of the ensemble was so well choreographed.Evita singing to the masses outside the theatre was a master stroke the whole audience gasped when we saw the crowds outside and the sound and vision did not distract from the performance.
Che was excellent such presence. I had goosebumps & tears during the performance and left thoroughly satisfied. I am back in London next week and will be standing on Argyll st to see the outside performance.

Being an older reviewer, my original recollection of EVITA was of Elaine Paige singing so brilliantly 'Don't Cry For Me Argentina'. I therefore arrived at the Palladium full of excitement to see this latest production of EVITA and wow, how it had changed from the version I had seen some 40 years earlier. What an amazing production with a truly brilliant cast. The balcony scene stole the show for me, but for those who haven't seen it or read about it in the papers I won't spoil it for you by going into any detail.
It was an amazing show and one that I have no hesitation in recommending.

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 the production intended to do this when purchasing the tickets as we would not have attended! LW should be held accountable for this misleading behaviour. Will never buy theatre tickets from this site again as my own personal protest.