to tell you all about the appalling service at my local Cineworld...

[renlovesyou]

I cant begin to explain how angry I am. The 2nd film Ive seen since my baby was born in December, and THIS happens...

I went in to buy my ticket (Im an unlimited customer so see as many films as I like for £14.99 a month) and my cineworld member card wouldnt go through. The guy behind the counter says, 'bad card, theres finance issues'. Er, there isnt, Ive paid every month for four years?!

So the manager is called over and says its my responsibilty to call head office as its my problem that the finance is bad. I argue how ridiculous it is that Cineword cant phone Cineworld H/O about a Cineworld card... but I call. The drill is that I then pass the phone to the cinema manager so Head office can talk to her and tell her to put the card though if its ok (I could call my Mum and get her to pretend to be H/O technically, couldnt I!)

The guy on the phone says they cancelled the card, doesnt no why, no reason, the finance is definately not bad, they dont usually do that and he'll phone the cinema and tell them its their error (as I couldnt pass the phone to the manager as she had walked away from me and the cashier was now serving someone else and my phone credit was running out)

After putting the phone down, another manager then comes to see me, and says there is no way that the first phone call took place as I described, and if the card doesnt work its my fault not theirs (by now Cineworld head office have accepted it was their error!!!)

The guy at H/O never called. So I then called them back, making the second manager wait with me while Im on hold for 4 minutes. I then pass the phone to him, and hes told everything Ive said is true, its THEIR fault they cancelled my card without telling me, and that he should issue me a ticket for the film.

This took 20 mins. And you know what, neither manager apologised. They just kept saying its my responsibility. How is it my responsibilty to know they are going to cancel my card for no reason without telling me?

AIBU to write a stinking complaint letter and cancel this damned card?

[NotShortImHotCrossBunSized]

YADNBU

That's extremely shite customer service.

Complain, loudly and cancel the card!

[Mammie81]

My local cineworld stinks. Sticky floors, dirty loo's. And theres always just one till open and a huge queue. I cant believe they couldnt phone their own head offie, and the manager effectively called you a liar. YANBU.

[ZacharyQuack]

Cancel the card. (It's not much of a bargin for you ATM anyway )

That's terrible customer service, and extremely stupid of them to get the customer to call HO, as you say, you could have called anyone.

If there's another cinema nearby, use them in future.

[renlovesyou]

They recently tried to refuse my DP a refund on a film which cut off halfway through too.

It was Scream 4. It was mediocre.

[renlovesyou]

Yeah Ive been meaning to review that situation. Thinking the movie channels might be a better way to spend £14.99 and not be called a liar!

[adelaidegirl]

At least now you can say you are cancelling your card due to the awful service you received and make that clear in your complaint letter. I would have been VERY angry I have to say!

[MackerelOfFact]

That's pretty awful. Most of the chain cinemas are appalling, manky, and an absolute rip-off. We have an independent cinema near here and it's lovely and the staff couldn't be any nicer or more knowledgeable. The big chains should take note.

[renlovesyou]

I think before I had my son, I'd have cried actually. All this happened in front of a huge queue of people and because there was only one cashier (huge cinema by the way, 16 screens so very busy) it was getting longer and longer. And of course while they made out like i was some liar who just wanted in for free, the situation couldnt be resolved until i'd called. I was so embarrassed. And head office is an 0845 number too, so a fortune. Is there a governing body to copy in?

[MilkNoSugarPlease]

Cineworld is fucking AWFUL... after one particularly dire experience I've resolved never to go back!



Scream 4 on the other hand was brilliant!!

[diabolo]

Cineworld is awful, just awful.

We joke that the people my local one employs are the ones who've been fired from the local McDonalds.

[gotolder]

My DH works as a projectionist at a Cineworld and takes immense pride in his job (has worked in Cinemas for much of his working life) but has always found that Front of House staff, from managers to juniors, seem to have little idea that their job is to enhance the customer's experience. However,to try and be a little objective, FOH staff are paid very badly, have very poor working conditions and have to put up with the, sometimes, very unpleasant behaviour of the customers. I know that if he knew about your experience OP, he would be entirely on your side and would come home depressed again.
On a personal note; I recently went to his Cinema to watch a film and have told him I will never go back as the whole FOH experience was dreadful, from the appalling paint 'job' to the horrendous carpet and the poor attitude of the FOH staff. I really , really sympathise with all your complaints. I can't wait for his retirement in 15 months.