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AIBU?

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Original poster

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

76 replies

daydrinker · 10/04/2018 12:17

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

OP posts:
Allthewaves · 10/04/2018 13:40

You have to complain at the time

Bluntness100 · 10/04/2018 13:45

You were the only two people there?

Ok, did you point that out on the letter? They will be under the impression no one else complained so the issue wasn't that bad. Maybe email back and say you were the only two there, you raised it at the time, and wish a refund, you were unable to raise it after the movie due to childcare.

So many people will try to do anything to con a freebie, so they do have to be careful, but they can easy check you were the only ones there and process it.

Original poster
daydrinker · 10/04/2018 13:48

Bluntness It was pointed out in the letter and they also have a picture I scanned of my receipt/tickets

OP posts:
TalkFastThinkSlow · 10/04/2018 13:49

I work in customer support. Whenever we have had a customer complaint, my manager would ask the client what kind of outcome they're looking for.

So, basically, you have to tell them what you want or all you will get is an apology.

PinkCalluna · 10/04/2018 13:50

Poshjock’s list is exactly right.

Always tell them how you want the complaint to be resolved.

monkeymamma · 10/04/2018 13:53

I would expect free tickets. Years ago I went to see the Golden Compass movie and had to complain as there were mice running up and down the aisles. TBH I expect most cinemas DO have a rodent problem, I think these ones were just unusually bold. Anyway we got free tickets (two each I think, so we could re-watch the movie, and go and see another...). It wasn't really needed, I mean we were able to watch the film anyway, but it was nice to be taken seriously :-)

Springtrolls · 10/04/2018 13:55

Too late for this time. But in future.
Download and join Twitter before going.
Ask to speak to a manager is the person isn't interested.
The manager will usually apologize and issue refund/free tickets.
If the above doesn't happen, get the phone out of pocket, and start typing asking manager for their name, so you can tweet about the lack of help.
The manager will apologize and issue refund/free tickets.

I don't just use Twitter for the above. I also use to give good feedback to companies.

HO will have assumed that the local cinema issued a refund or gave tickets. Or unless you mentioned you were the only people there, trying to pull a fast one,.

chocolateworshipper · 10/04/2018 13:57

Dear Cineworld,

I have posted your reply on Mumsnet, and the consensus of the jury is that I should have a refund or complimentary tickets.

Talith · 10/04/2018 14:00

"Thank you for your reply. I would be grateful if you could refund the value of our tickets so we can enjoy the film with the sound issues corrected"

OptimisticHamster · 10/04/2018 14:01

Ask for free tickets so you can watch something else and you can enjoy it properly. Costs them nothing really unless they were expecting to sell out of every performance.

GnotherGnu · 10/04/2018 14:04

There may be all sorts of reasons why someone who has had a problem like this isn't able to hang around to complain immediately after the event - for instance, if they need to get away quickly and there is a queue of people waiting to complain. Or they may have OP's experience, where they do raise the issue but the local staff don't react properly. Any sensible organisation will set up a system which enables them to deal with valid complaints after the event, not least because of the very bad PR they will get if they don't.

I'd suggest you reply saying what resolution you need, and also tweet them with details.

TheJoyOfSox · 10/04/2018 14:07

Whilst I agree the email Cineworld sent you is far from satisfactory, why did you wait to email them? I would have had a word with staff before I even left, and hopefully got the problem sorted with the manager before I even left.

If you went home first, then considered it, then sent an email, it sort of loses impact. If I was on the receiving end of your email, I’d be tempted to think “well it couldn’t have been that bad, or she would have complained there and then”

I think they should have refunded you or given you complimentary tickets for a future screening when they had fixed the sound issue though.

CadyHeron · 10/04/2018 14:11

What can they realistically do if you said nothing at the time? They've only got your word for it if you went home and only then piped up. So they've apologised. Happened to us once ( different film and cinema) where the sound cut out at a crucial bit. We complained at the end to the staff and got apologies and a full refund.

WaxOnFeckOff · 10/04/2018 14:13

First rule of making a complaint. Always tell them what you expect them to do to put it right. I don't mean going overboard or being greedy or grabby. Just when you write your complaint at the end say something like..."as well as an apology to me and my son, i would expect you to make staff aware that when this is raised at the cinema they should take appropriate steps to resolve the issue for customers and lastly I feel that as we were not able to enjoy the movie, that we should be appropriately compensated for the loss of the ticket price plus travel/parking (or whatever)"

AjasLipstick · 10/04/2018 14:16

"actioned"

They're unreasonable to use that word!

BettyBettyBetty · 10/04/2018 14:25

Definitely reply saying you want new tickets.

ReversingSnail · 10/04/2018 14:30

It's odd to say the issues have been "reiterated" which means "repeated once or more" suggesting you're not the first to complain.

TBH it looks like a copy and paste job with just a handful of blanks to fill in!

Thank you for contacting Cineworld.

I would like to offer my apologies for .................. which lessened your viewing experience at Luton Cineworld. It is very disappointing on our end to hear of any .............. concerns. Although we do have routine ............ checks on a very regular basis, it is difficult as..................

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 .......................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

PuppyMonkey · 10/04/2018 14:40

I'm really laughing at the bit about Jonathan Ross' mum now. Grin

PanGalaticGargleBlaster · 10/04/2018 14:43

At least you got a reply. When I complained to Odeon I got nothing back!

Original poster
daydrinker · 10/04/2018 15:16

I replied back to their email and part of my response was similar to what Wheresthebeach said.

They replied back saying they would send out codes for 2 free tickets, and hope I won't have any further sound issues.

I've received the codes. I'm happy with that Smile

OP posts:
BlondeB83 · 10/04/2018 15:48

Surely everyone complained at the time with an issue as glaringly obvious as that? Was it cutting out all the way through?

BlondeB83 · 10/04/2018 15:49

Glad you have a happy resolution!

DoJo · 10/04/2018 15:52

THE OP COMPLAINED AT THE TIME!
Jut for those who keep telling her that she should have complained at the time. It's in the OP, is mentioned again in OP's subsequent posts and 'You should have complained at the time' is nowhere near as snappy as 'cancel the cheque'.

Original poster
daydrinker · 10/04/2018 16:14

Thank you DoJo!

OP posts:
Sammy901 · 10/04/2018 16:23

So you complained while it was happening? Nothing changed and you just sat there and watched the rest of the film you couldn’t understand properly because of the soundConfused

Normally when you complain once and NOTHING CHANGES you go back and say something again not just sit thereHmm

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