Myvue Anmeldelser 233

Terrible customer service at cinema, online & by phone… not a good place to go if you are learning disabled in particular!

I just had yet another problem with Vue cinemas regarding my learning disabled son… the latest in a series of incidents.

He arrived at Harrow with his support worker, to see a 3-D movie. The 3-D glasses had been prepaid with the ticket, but nobody provided them and when they went to the counter, they were made to pay again.

When I took it up with Vue afterwards, we were refused a refund because they paid for a replacement glasses in cash and have no receipt. Vue have simply retained double payment and taken no responsibility, although the entire situation was due to the incompetence of their staff.

This follows an incident a few weeks ago when they cancelled a film at the last minute, after customers including my son had travelled to the cinema… and they thought it was sufficient just to provide a refund and no compensation or gesture of apology.

And a few years before that, we were made to pay a supplement on arrival at a Vue cinema, because we had booked a disabled ticket but had no proof of disability with us - although my son is visibly disabled.

All in all, Vue is best avoided. I’d strongly recommend that Everyman provide much better support.

Be careful buying their vouchers from Octoplus or other ways. I bought a voucher to watch the Elvis Presley "film" only to find out after I bought it that they don't consider this a film, it is an "event" and so the voucher wasn't valid. There was no way of knowing this when buying the voucher. Ended up having to pay full price to watch it, and they refused to refund the voucher, so effectively I paid twice to watch the film. Very poor customer service.

Very poor experience. Purchased ecodes for a film which I was then denied usage as the film came under a special banner (not advertised on the film listing on the website and it really wasn’t).
Vue refused to refund despite the specific personal reasons - not autism friendly.

I ordered 2 vouchers for Vue at Sheffield via blue light card Service Seats - selected my location (cinema) Sheffield and was presented with options for tickets and snacks for Group 5. I ordered tickets Vue 1 adult/child voucher Saver/Regular/VIP seats x 2. Once i got the codes these were not usable i tried several seat types and even tried Doncaster. Codes checked as valid. When i looked on the site i noticed that Sheffield was in group 4? So why was group 5 offered. This is a system error an meant i had to pay again direct with vue so cost me double!!. I expect an explanation and a full refund unless someone can explain where i can use.

I attended a screening with my son, hoping to enjoy some quality time together. Unfortunately, our experience was significantly disrupted by a family seated in the front row whose child was repeatedly shouting, screaming, and banging throughout the entire film. The noise made it extremely difficult for both myself and my son to hear or follow the movie properly.

I had chosen what I believed to be the best seats and purchased food and drinks to make the visit special, but instead we left feeling frustrated and disappointed. A cinema should be a place where guests can enjoy the film they paid for, not endure constant disruption.

Although I could have approached a member of staff during the screening, I did not want to create friction with the family involved. However, the behaviour was persistent and loud enough that I am confident it would be visible on CCTV footage.

Absolutely woeful customer service. Live chat conversation moved to email (wrong email address given) and the back and forth here was mind blowing. 'Customer service' advisor could not even understand the query and was blunt, providing no help whatsoever even though it was a problem they had created, they tried to blame me. Exasperated, I went into my local Vue cinema and they sorted me out thankfully. I dread the time I ever need customer service support again.

No notification up on cancelled movies to the viewers, and refund made upon request

Shockingly awfull customer service via telephone number !!
The online booking isn’t working , so I tried calling the number , wow it’s shit 💩! You get caught in a circle of the bot no letting you speak to anyone , it took so long to actually get through to someone that the film time we wanted had passed !! 👎👎👎👎👎👎👎👎

We always go to Myvue purley way cinema and Chloe is so very friendly and smiling.
Thank you so much for being so kind and helpful.
Not to forget Marylin and Kwako (forgive me if I misspelled your names)
See you all soon.

Website is terrible! Keeps crashing, booking errors, went to rebook and seats I had selected were unavailable. Really poor booking process urgently need to review your website is shocking!

Trying to book tickets online was impossible. Kept crashing and saying there was a booking error

the girl with the bright red hair and the piercings was so lovely and helpful, genuinely made my day

Tried to book tickets online through Priority.
After several attempts I gave up.
Extremely frustrating.
J. Davies

It's the website and app....they are so bad and have been for years. I can't believe they haven't sorted out all the glitches. The amount of times I have the spinning circle of doom or the 'Houston we have a problem pop up' it's sooooo bad, it needs sorting. I've just given up after 15 mins of trying to book two tickets for film in a few days.

It is diabolical to see that VueCinema Oxford offers free parking, Which was what caught my eye for the cinema to go.
Few days later, I received a parking charge notice of £100 fine. I called to seek for help / support only for me to be told that Vue are unable to help.
You might as well charge me for parking with the cinema ticket rather than setting me up to fail.

I receive a parking fine and all you can say is Sue cannot help after you advertised free parking.

Well....

Worst customer service. I have 100% lost my glasses and rail card behind between seats. I called them 5 times, filled lost and found form 5 times and sent msgs on website 20 times but NO SINGLE PERSON got back to me! That shows the credibility of the service at this cinema.

My wife and I went to see The Winter's Tale, direct from the Royal Opera House. Unfortunately, initially there was no sound to accompany the picture; that was sorted when a customer complained, and we enjoyed the first two acts of the ballet. But at about 10.10pm transmission ceased abruptly, and we missed the last 20 minutes or so of the performance. Front-of-house staff were unhelpful. The duty manager apologised and gave us tickets for future use - not much compensation since the usual fare at our local cinema (Ashbourne, Co. Meath, Ireland) is not to our taste; in any case, missing most of the final act of a ballet can hardly be compensated by watching the whole of, say, Godzilla. This is not the first time something similar has happened, and it puts the cinema management in a difficult position.

A reasonable-looking website, let down by the fact that it doesn’t work!
The simple act of buying two tickets for a showing in Leeds on Friday cannot be completed because the app repeatedly defaults to the annoying “Houston, we have a problem” message, and states that my Vue account “has not been activated”.

I have bought online before, so this is clearly incorrect, but the app gives no indication how to resolve the matter.
Utterly Pathetic, and an order lost!!!

SCAMMERS. It was an incredibly disappointing experience and even worse customer service. They screwed up the sound at the start of the film and they won’t do anything about it.

Twice in the past month we've been to see films at VUE CINEMAS GUNWHARF QUAYS and the picture quality has been sub-standard. Out of focus and too dark. Complained on the spot to a member of staff who said he'd speak to the manager but did nothing about it. Emailed customer services to complain and was told they can do nothing about it - complaints can only be dealt with at the cinema (but what if you cant find anyone who will actually do anything?)