"Still waiting for a refund!"

We had tickets for frozen for the 4th September show, we decided to cancel as we didn’t feel comfortable with the no mask rule, which they were happy for us to do so. 1st sept 2021 had an email from them saying they had sold on our tickets and the finance department would be in touch to give us a refund, we have been patiently waiting but nothing for a month so I tried contacting the theatre via email to chase this up as we had no other form of communication option and we have had no response what so ever since 1st September, I’m unsure why I am being ignored and not being reassured that the money for 6 tickets is on its way!

If anyone has any advise on how to get in touch any other way please pass it on.

"No telephones answered and emails…"

No telephones answered and emails ignored!

I bought two tickets to take my little girl to see Frozen. It has been rescheduled a couple of times due to covid which is fine. I needed to reschedule which according to their terms you can do up to 24 hours prior to the performance. I have been trying to contact somebody at LW Theatres since 22 Sept today is 5th Oct - no luck! They do not answer the phone they advise you to email them on their website but the do not respond. So they have my money and I have no tickets!!! Now left having to try and escalate this through other means and it is such a shame as this was a treat for my Daughter. Terrible way to treat people who have paid their money to you!

"DO NOT USE THIS COMPANY"

Do not use this site. Tickets are not provided on request and trying to contact a rep is impossible. The only communication is via email and LW just keep sending the same reply.

The service is so poor it makes one wonder whether the whole setup isn't a scam and I have lost my money.

My advice is use a reputable ticket office that sends tickets on request.

LW do not mention that tickets are not provided at the time of booking, which makes me wonder whether they are able to confirm my booking has been made and is secured with the Theatre.

"You couldn't make it up!"

Bought tickets for a show months ago, confirmation advises tickets will be sent 24 hours by email to your email address.
No tickets or email arrive. No phone number to call and speak to a human, just an unhelpful automated answerphone message advising you to email. Auto response from email... it takes up to 72 hours for a response! How utterly genius. So they will likely respond two days AFTER the show. Support the theatres they say! We are trying guys but you MUST try harder for a better customer service response time with this ridiculous new policy. Complaint going in to STAR.

"Keep moving ticket dates!!!"

I had tickets to see Cinderella with a friend at the Gillian Lynn Theatre, booked a long time in advance. They keep moving the date of our performance, despite the fact that those performances are going ahead, due to covid. They are instead booking new people into the performance we were supposed to see, and forcing us to choose a new date online.

If a performance is happening on the date that we originally booked, that booking should be honoured and not moved so that others can book onto that date.

"Cancelled Performance- no liability whatsoever."

The performance of Back to the future the musical at the weekend that I had booked to attend was cancelled due to cast sickness. I was notified at 2.30pm the day before, but didn't see it till later in the evening. I had already booked trains to London, and it was too late to cancel, I had to pay for 3 people a £60 admin fee to change- and had to book the new theatre tickets within the next 6 weeks because of train availability. My only options with theatre tickets was to pay more a higher priced ticket, £10 more each. I contacted customer services just to see if there was anything they could offer. It caused a lot of inconvenience and money, even a free programme or voucher for the gift shop. They said they would offer nothing. I'll hopefully enjoy the show, if its not cancelled again but I'll never see another show represented by LWT.

"LW are pretty deceitful. They just want your money."

LW are pretty deceitful:
- they add automatically the most expensive tickets to your tray. If you delete them and add cheaper ones, continue, but push the Back button and the continue again, your choice gets replaced by the most expensive tickets. I fell for this and noticed only when I got a confirmation email. Why automatically add tickets to the tray? No other website does this.
- asking for a refund by email, they gave me vouchers that apply to the same show only! I asked for a refund again (politely) but they blocked my email address
- due to editing in their emails, if you reply to their email, the contents of your email don't show up in my email system under Sent. So you cannot argue that you sent the email in the first place
- they take no phone calls. They have an automated message that emails only. Now that they have blocked me, how can I do that?
- LW Theatres is a member of STAR, the society of ticket agents and retailers, that states "As outlined in Section C of the STAR Code of Practice, STAR members should inform customers that they have access to a free ADR service through STAR when reaching the conclusion of their own internal complaints procedure. Details of how to contact STAR and make a complaint through ADR should be provided to the customer by the STAR member."
When I got the response to my customer complaint, there was no text about any of that above. So LW Theatres is violating their agreement with STAR.

Edit: after my contacting them somehow? A senior person called me, apologised, and issued a full refund.

"Will avoid using again"

Show cancelled, so got given a voucher for the amount of the tickets. Re-booked slightly cheaper tickets and was told that they cannot refund the balance of the voucher. I just have to use it to go and see another show, which seems presumptuous and somewhat unfair considering they cancelled the original booking. Will avoid using again.

"Gillian Lynne Theatre - Liam"

Gillian Lynne Theatre - Liam

I have a hidden disability and have a mobility scooter, Liam made my experience 10000% better. Right from the moment I got there he took me to the lift, told me a safe place to store the scooter, escorted me to my seat and even went and collected me some merchandise during the interval then brought them to my seats. He was super friendly, patient and understanding. He came to me at the end to escort me back to my scooter and waited until I left the building before continuing with the rest of his duties. I can’t thank him enough for such a wonderful experience and just being a kind person, it really goes a long way.

"Fantastic customer service"

Fantastic customer service. Wanted to change date for seeing Joseph and his amazing technicolour dream coat. Had a very quick response telling me to book date I wanted and I would be refunded for other ticket. Refund going through right now on same day I contacted customer relations. Very impressed, could not have asked for better service.