Nimax Theatres Avis 

Matinee Show on 29/12 was cancelled via text message and e-mail 65 mins before the performance of Get Up Stand Up. If this wasn't bad enough they don't reply to their e-mails, don't honour their 3-5 working day refund policy and the "Customer Relations" telephone number is constantly engaged. Anyone booking a West End Show is currently paying a premium as these Theatres try to recover Pandemic losses. The customer service is anything other than premium.

Cancelled a show two hours before showtime with only an email and a text. We were already in central London and had paid for multiple other bookings. Nothing heard 48hours after and only a mass apology received.

Stepped in and happily moved our theatre tickets at last minute after a covid scare.

I came here to see what experience people have had with the App. I will download it and see on the basis of the good reviews below, and that when I cancelled my (cheap, restricted view) tickets to see Get Up, Stand Up! New ones sent out on my chosen time and date. I seriously thought I'd be struggling to get some at a reasonable price again as on the original process of booking there were very few available.

Update: app just said "This service is not available right now, please try later." Or words to that effect. Just had to buy drinks at the bar (card only at The Lyric - but the House white wine was delicious).

I have just contracted Covid. I had three tickets for Saturday night which I would happily have exchanged for another date but the run ends on Sunday and I am not out of isolation till Monday. Sent an email with proof of my positive test and received instant refund. Very impressive service which is so much appreciated at this difficult time.

I had to cancel my booking due to my husband being contacted by the NHS app. I was told I could exchange my tickets. However nobody answers the phone or replies to emails. It is the worst customer service I have ever encountered.

Lyric Theatre London - Amanda

I have a hidden disability and have a mobility scooter, Amanda made my experience 10000% better. Right from the moment I got there she told me a safe place to store the scooter, escorted me to my seat and even went and collected my preordered merchandise and drinks then brought them to my seats. She was super friendly, patient and understanding. She checked on me during the interval and also 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 her duties. I can’t thank her enough for such a wonderful experience and just being a kind person, it really goes a long way.

Nina who works at the Lyric Theatre in Shaftesbury Avenue was amazing. It was out first time going to the theatre since COVID restrictions lifted and the queue was very busy and crowded. She immediately spotted that my 12 year old was finding it a bit overwhelming, let her come into a quiet space, fetched her a glass of water and reassured her so that she could them come into the theatre calmly. She gave her time to have a snack and go to the toilet all away from the busy crowds. What a great employee! I hope she can be recognised for her excellent customer service. Thanks Nina!

Show was postponed and instead of tickets being automatically rebooked for the new shows, I was not told anything so I had to chase them and then found out my tickets weren't valid anymore so they had to refund me. Original tickets were front seats and the only seats available by this point were at the back on a weekday instead of a weekend like I had originally booked

The refund arrangements were fantasic. The only reason that I have given 4 stars is because I never received an original confirmation of booking with a booking reference for my tickets in Jan 2021. However, on sending an email to customer services, I got a response in literally minutes. Very impressive.

very good service in current climate.

had ticket for Death Drop received email advising show cancellation.
There was a click and reply button offering options of a refund or exchange with date options.
easy to complete and return

I was unsure whether I would be able to attend the performance I have booked tickets for due to being in a Tier 3 location, and restrictions not being reviewed until 3 days before (the day I needed to gift the tickets to my daughter for her birthday). I emailed Nimax and received a quick response advising me that I could change the date, which was done quickly and easily via email. I'm very pleased with the service received thus far and looking forward to hopefully being able to see the show in March. Big thanks to Natalie for all of her help and making the process so simple at what is no doubt a difficult time.

Great theatre company to deal with; some lovely theatres and easy-to-use website. I bought some tickets in person with tokens at the Box Office, which ended up being cancelled due to the temporary theatre closures. Within 2 weeks I was called by a friendly member of staff to take details to organise a refund. As soon as the money was in my account I rebooked for later in the year, but if that performance is cancelled as well I know I can count on prompt and helpful service from Nimax. Thank you.

It's a shame to write this, but this institution has left a bad impression after the visit. Instead of a pleasant rest, I got negative emotions...

Really good service. I received an email saying our show at the beginning of June had been cancelled. The choice was a full refund or an upgrade for a show at a later date.

We chose an upgrade for The play that goes wrong, the show we were originally due to see. Within a few hours I received an email with the new tickets.

I’m a little late writing this review so bear with me.

I purchased tickets for a show between Christmas and new year. Seats were at the end of a row in the stalls - fab! Great present for my son for Christmas. We wrote him a letter from Father Christmas about going to see the show etc he was so excited. Fast forward to taking our seats, we had a concrete pillar for a view!! I was furious, we spent money on travel, tickets, food, drink etc to sit and watch a pillar. There was nothing to say these seats were restricted at all, my son was angry at Father Christmas for giving him seats that he could see anything. I wrote an email to complain a few days later. The response I got was there was an error on them changing their system and the seats were not marked as restricted. To solve the problem, I could purchase premium seats at a discounted rate. This aggravated me even more, to expect me to pay again to see the show for their error, I thought was terrible customer service. The lady who was responding via email was rude in her correspondence, practically calling me thick and that I didn’t get what they were offering to me (as though they were offering me something absolutely amazing). As far as I could see they wanted me to pay AGAIN to see the show but I could have a discount. Round in circles we went, when I refused to give them anymore money, the response was a refund will be issued to you if you’re not prepared to take us up on our offer. Disgusted by the customer service and attitude. We’ve since avoided booking any shows run by nirmax and have booked the shows we want when they are touring.

I bought tickets for Harry Potter show. Due to global catastrophic events of corona virus - I am not able to fly to Europe. My original trip was to London and then Paris and return home to USA from Paris. Last night, President announced travel ban from Europe and as such, I will not be able to get back home from Europe. Every company has refunded me - airlines, hotels, car services, all the sightseeing tours I booked in both London and Paris. Nimax Theaters are the only ones refusing to refund my tickets. Their response is - show will go on. I think its pathetic how they use global catastophy for their own financial gain. I will work with my financial institution and attempt to dispute their charges. SHAME ON YOU NIMAX THEATERS.

Making a booking was not an issue using the nimax website, can't complain. However when the tickets were posted out, they were sent without postage. I was charged by Royal Mail before I could receive the tickets. This is completely unacceptable as I had bought very expensive tickets and I should not have to pay the Royal Mail in order to receive them. I am also very unhappy at the risk that was taken that the tickets might never have reached me. I made a written complaint to nimax and have received no response x2! Really disappointing and I would be extremely reluctant to receive tickets from them again in the future, especially as they don't respond to customers and the issues I might have had if I hadn't received them.