Here is a copy of the email i have just sent to them. I have deleted the name of the cinema.
I am writing to voice my displeasure at the service myself my friend and our children received this afternoon at Cineworld. We went to the 12.40 showing of Horrid Henry 3D.To begin with everything went well. My son has a CEA card as he is autistic and deaf. We were able to go to the front of the queue to get our tickets which was much appreciated. Sadly after this the service we received went rapidly downhill. We went to queue for snacks. The queue was so long that we went and settled the children and i went back leaving my friend with the three children. I got to the food queue and of five tills only two were manned. After queuing for ten minutes i asked if another till could be opened and was told that they were shortstaffed. The manager then appeared and i asked him. He went off to find more staff and i had to go back into the cinema as the film was starting. My friend went out and queued. She asked for two of the popcorn deals for her children. She asked for magic stars with the popcorn and the drink. The boy who served her then tried to put fruit bags in instead. She stopped him and told him she wanted the stars. He told her that there werent any. She looked at the next till and the girl was putting magic stars in a bag. My friend asked why the customer next to her had them and she couldnt. The boy told her that the box of stars had just been brought out. My friend told him that the box had been there all the time! By the time she got back into the cinema she had missed the first ten minutes of the film! We sat watching the film and it was VERY cold. My son had his tee shirt pulled over his knees and my friend had her childrens coats covering her. I went back out and the man i spoke to told me that he would have the blowers switched off. I went back in and they hadnt been. I went back out and managed to catch the manager. He told me that the cinema was at the correct temperature. I have to say i beg to differ. If it had been a cinema showing for a load of penguins and polar bears the temperature would have been perfect!!! He refused to accept how cold it was when i told him!! He told me if we were not happy to leave and that he would refund us. Hardly an option when we had three children (one of whom was autistic)who had been looking forward to seeing the film!
The service we received today falls well short of what we expected. We paid over £30 to sit in a freezing cold cinema and shiver for over an hour!!! Previous to today we have always had excellent service. In my opinion, more food tills need to be manned at busy times, the cinemas need to be warmer and the staff and manager may benefit from going on a customer relations course!!!
What do other MN's think??