LW Theatres — Local services in London

Do not end up overpaying for My Neighbour Totoro tickets like me by booking directly with them through their website links.

On a normal website you have a ‘book now’ button at the top of the page that takes you to the bookings page, including the concessions, for you to confirm if adults and children will be attending. Not LW Theatres. Instead each concession oddly has a different booking system set up through separate links.

As I booked on my phone I didn’t spot the family discount until after I paid (which you have to scroll down to see), that resulted in me overpaying by over £100 for my tickets.

I emailed Customer Relations about my grievance and they gaslit me into thinking that I was overreacting. Check the website on your phone to see my genuine concern on how families etc might be overpaying because of this strange booking setup.

My complaint with them has gone beyond any monetary compensation. If you have any complaints with them and it’s not resolved with Customer Relations dismissive attitude, escalate to STAR dispute (even if nothing gets done, it’s good for them to have an accurate record of how unhelpful they are). Looks like they try to brush complaints under the carpet. I will definitely not be booking any tickets for any future theatre visits with them in the future. Avoid at all costs. If I could, I would give...

Absolutely awful company. We purchased added protection in case we needed to make any cancelation for our Phantom of the Opera show in September, but when we made the request for a refund, they pointed us to a "Terms & Conditions" that had so many loopholes & Catch 22's that it's no wonder other reviewers lost out on their money. Horrible customer svc bc there's no real person talking to you, just a robot with extremely generic answers. Don't even bother going thru this company, you could be well within the 2 week grace period that they supposedly give you for canceling and also have purchased protection, but it's all a scam. Whoever owns LW Theatres as a svc is a downright horrible person that doesn't care about people and only cares about scraping money from others while they lose out.

(Please note: the photos posted with this review do not reflect the added protection we purchased, of which the "fine print" aka loopholes for scamming terms and conditions were not provided other than that we would be able to cancel and get all our money back for the tickets purchased. So the photos only show for now what it was like dealing with "customer svc.")

This website/company/"service" needs to be...

AMZING SHOW BUT HORRIBLE STAFF

I was with my fiancé. I made a surprise for her birthday. Seing the Phantom of the Opera has always been a dream for her, so I surprised her and we came from Paris just for that. The problem is that she is 1,40 tall, so very small. We were in the grand circle, and a really tall guy ( 2 m tall at least ) were in front of us. Impossible for her to see something. So I asked the staff for a booster seat ( these things happens often and every theatre gave us one) and a girl named Sophie simply refused and told me it s not her problem. I explained her the best I could ( I’m French so not my natural langage ) and she refused. I came back 5 minutes before the show to tell her that it’s her birthday, and every time we had this size issue, theatre and places gave us booster seat. And she refused again, telling me they want to keep it for children. I almost begged and she was very disrespectful. I had to ask my fiancé to stand up, to see how small she was. She didn’t care at all. We were chocked. It s discrimination. In the end, she almost didn’t see anything, except when they were in the back of the scene… We were really chocked, and most of...