"Excellent and professional experience…"

Excellent and professional experience with LW.
We received a confirmation email (to junk mail) of our details, seats, and cost instantly.
A few days in advance we received a second email welcoming us to The Cambridge Theatre and reminding us to check for our e tickets 24hrs before hand.
Sure enough the tickets arrived the night before and scanned no problem at the door.
A very delightful experience with LW.
The show was fantastic and the staff were extremely friendly and professional.

"No compassion my mother died so could…"

No compassion my mother died so could not go to the London palladium panto December 21 e mailed them no reply emailed again they said they wouldn’t refund or give me a voucher as I hadn’t contacted them which I had e mail to prove it plus got the tickets still they where not interested even under the circumstances DO NOT BOOK WITH LW THEATRES 😡😡😡😡😡😡🙏

"Thank you!"

My experience with LW Theatres customer relations was excellent! Thank you for the immediate response and the good communication and for resolving my issue right away. I highly recommend LW Theatres and am very pleased with this positive experience (- after having several horrible experiences with ATG Tickets!)

"My husband and I went too this show on…"

My husband and I went too this show on 07/12/21 Whitney queen of the night and it was absolutely awful !!!! Not the show it was the way the theatre was run ! There were drunken women everywhere and isles were blocked by drunk women dancing and being stupid !! I was goaded all night by a women who was absolutely off her face ! I had a disabled ticket as I have major back and bone problems and she kept draping herself over me saying why u not dancing and I said I can’t she the replied right in my face u can use your arms !!! They we’re up and down all evening treading all over me being told off them sat down again and as soon as your superviser left they did it again !!! The staff were hopeless and could
Not control the situations occurring !! I reported it too the superviser along with others as if there was a fire people would not of got out !! He wasn’t interested at all !!! It was awful and a total waste of money and didn’t follow Covid rules !!!

"Don't count on getting an email response within 3 days"

The only contact channel is by email. So if you want to contact them urgently you have to email them. But they take 4 days to respond to emails. So if you're emailing about a show within the next 3 days I wouldn't count on getting a reply. I sent them two emails four days ago about a show that's taking place tonight. I got a response today, 6 hours before the show. Not ideal as I needed urgent help to resell the tickets due to getting covid. Also the agent only saw my oldest email. But my newest email had critical information for him to solve my problem. Terrible customer experience. Get yourselves a ticketing system where the agents see all communication with a customer in one place. Would save you a lot of time and lower response times as well.

"Report them to STAR"

My SIL purchased tickets last year for Joseph and completed their refund form, but has not got any money back. I have now started proceedings with STAR (star.org.uk) to hopefully get money back, otherwise I will have to with my bank issuer.

"Her Majesty’s Theatre customer service for wheelchair user"

I could not praise the staff in Her Majesty’s Theatre highly enough. On arrival at the theatre for The Phantom the Opera we were greeted by very friendly and helpful staff. I am a wheelchair user. Ellie took great care of us from start to finish making sure we got positioned in our booked seats and handled all aspects of our evening. She offered help with refreshments and ensured easy access to the nearby bathroom when required. She checked with us about exiting the theatre and ensured we knew our way to transport. In addition to a wonderful show, the customer service from start to end was impeccable. Many thanks to Ellie and to her very friendly colleague Gemma.

"No customer service at all!"

Tried to contact LW Theatres about my Access (disabled) tickets - no access telephone line at the moment so I had to email. Emailed 2 weeks before the show and was told it would be 72 hours til I got a response. No response ever came! All I wanted to do was upgrade my tickets as I had been sold restricted view tickets without being told and my eyesight is very poor due to my disability. Would not book through LW again!

"Terrible service for people with special needs...."

Utterly disgusting behaviour - LW Theatres market that they want to assist and provide support to those people with special needs, so after hearing this tried to book Frozen for my special needs daughter in December as a Christmas Treat with the family. They ask you to fill out a form and provide accompanying documentation to 'prove' she has special needs. At the time there were plenty of seats available at reasonable prices. We expected a turnaround time of 72 hours as stated on the 'no-reply' email response that they send back. We got nothing back for 5 weeks!!!, they then asked us if we needed to book for the date and time we requested as they only had single seats left, why offer that when you have someone who needs support - clueless. They suggested another time and date but the seats were £600.00 for 4 and they weren't even particularly well situated. After being very responsive while trying to relieve me of my cash, when I started to complain I haven't heard anything back even though I have pursed it a number of times. In addition you will find that they don't have a complaints process at all on their website or as a company. Can't go bankrupt soon enough in my view........you get better service from Odeon and Cineworld when dealing with people with special needs........rot in hell!!

"Terrible Customer Service!!!!"

I purchased tickets to see Frozen in 2020 which took place on 30th Sept after a number of rescheduled shows..I picked grand circle row A so my daughter could see the whole stage. 2 days before the performance my seats were moved to Row B without any notice.

I have tried numerous times to get in contact with this theatre via email as the phone lines do not work for an explanation and have had no response. They say they will respond to emails regarding pcoming shows within 72 hours however it was only 48 hours before the show and to this day after a number of follow up emails I am still waiting to get an answer.

This ruined the evening for us and would like an explanation to why our seats were moved 2 days before the show without any notice and no possible way to contact them! The staff were quite rude when I tried to seat my daughter in a position on my lap without interfering with the people behind us and I get told off - I moaned that she couldnt see even sitting on the booster and they walked away.

I am now going to take this further and send an offical complaint letter by registred post to them and contact STAR as I am really not happy with this service!