To be dissatisfied with Cineworld's response to my complaint?

[daydrinker]

Here it is:

Thank you for contacting Cineworld.

I would like to offer my apologies for the poor sounding issue which lessened your viewing experience at Luton Cineworld. It is very disappointing on our end to hear of any poor sounding concerns. Although we do have routine sound quality checks on a very regular basis, it is difficult to become aware of the sound issue as it happens due to its unexpected nature.

All feedback we receive here at Cineworld Customer Services is handled with great importance, especially with regards to our customers' viewing experience. The issues you have raised have been reiterated with our manager at Luton Cineworld in order for the appropriate sound and technical checks to be immediately arranged.

I would like to thank-you for emailing us with your concerns. As mentioned, your feedback has been taken onboard and actioned accordingly.

I do hope that this disappointing experience has not weakened your view of your local Cineworld Cinema, and your next outing at Cineworld will meet our expectations of a familiar enjoyable experience.

Kind regards,

Kamil

Cineworld Customer Services

Just as a brief, the issue I had with them and the reason for my complaint was because I went to see Peter Rabbit with my DS, and the sound kept on cutting in and out!

I did alert a member of staff but nothing was done

What do you expect them to do?

They should at least refund you or give complimentary tickets to something else

I would expect my money back

This happened to me a few years ago and i got my money back then and there

I think, given you didn't get to fully experience the film, they could have offered you a couple of tickets so you could see it properly. That's not unusual in such circumstances. You paid for something and didn't get it.

Oooh yes or giftcard, free tickets etc

What do you expect them to do?

A gesture of good will?

Purely because we couldn't really understand what was going on!

If you took this to social media, they would most likely immediately offer you a gesture of goodwill so I would advise doing that. Their response is very poor, you are right.

If there's a screening problem, the management expect someone will pop out and ask for it to be rectified. because it's obvious in the first minutes of a showing and they can reset, or offer refund to those in that auditorium.

It is a pity you don't feel their response to email is adequate, but they really don't give out any form of compo to someone who emails in after the event. We might know you are a fine upstanding MNetter. They don't, and yes you get plenty who just try it on.

Gesture of goodwill? You mean your money back?

Why not address it at the time as other people were surely also complaining?

Dear Cineworld

My next outing at Cineworld will probably meet my usual expectations a familiar enjoyable experience if you give me four free tickets to compensate for the last outing being a load of old shite.

Best

Daydrinker

I'd definitely want a refund

Yeah, they should have atleast refunded you tbf

Did you specifically ask for your money back?

Why didn’t you ask for a refund then and there instead of messing about emailing customer services

No, I didn't ask for my money back. I know I should've had the backbone to do so straight away but I was silly enough to think they'd want to make things right by themselves, without me specifically asking?

it happened to us once and we popped out and told someone. They fixed it and then they handed out free viewing vouchers to everyone

If you’d gone straight to a member of staff they would have refunded you straight away. We went to see a film once where a bunch of noisy teenagers spoiled the first 30 mins before getting kicked out. Went to the desk to complain that we’d missed some of the movie and they didn’t even argue with us, just put the refund through.

I'd ask for complimentary tickets to the value you paid out OP.e-mail and ask!nothing to lose.

Well you can't be dissatisfied if you've not had the backbone to speak up at the time and sort it on the spot

When you complain about something you should always say what you expect them to do to put it right.

I would have insisted on a refund. I have form for this - I once stormed the box office, so to speak, in similar circumstances, leading the charge and arguing until I got a refund for everyone who had been in there!

Just write back and say something like ' thank you for responding. I do hope the management get the issues sorted and that you've had the chance to talk to the manager and confirm the issue.I think it's only fair that you refund the cost of the two tickets'.

See what they say. If they refuse, thank them for their time and explain that you'll now try the Twitter team to see if they are more responsive. I find that works.

I would expect them to employ someone who can write decent English to respond to complaints.

My friend and I (and incidentally Jonathan Ross's mother who was also complaining) spoke to the manager about the temperature of a local cinema because it was freezing, we got immediate refunds.

Do they have a Twitter or Facebook account OP?

It might be worth posting your grievance and asking what they should offer there.

I don't understand, there must have been a lot of you complaining at the time if it was so bad it was not feasible to understand what was going on.

What happened at the time?