Vue Cinemas Customer Service Issues

Dear Vue, I am currently organizing a fundraising event in memory of my late husband, Robert, to support the Pituitary Foundation. As a devoted fan of Vue cinemas, I have cherished memories of visiting the Westfield Vue location, conveniently close to Hammersmith, London. The Pituitary Foundation, addressing rare conditions like Hypopituitarism, marks its 25th anniversary this year, providing crucial support to individuals facing pituitary related illnesses. I kindly request your support by donating a raffle prize for a quiz event scheduled for Sat, 23 February. Your contribution, whether a couple of cinema tickets or a gift card, would be greatly appreciated. I am happy to provide an official letter of authorization from the Pituitary Foundation at your request. As a gesture of gratitude, I will acknowledge Vue's generosity on various social media platforms. Thank you for considering my request. Warm regards, (Margaret) Elin Jones W6 9EN

My son is currently at University, and I recently found two Vue vouchers on his desk at home that expired on February 13th. I understand the vouchers have a 12-month validity policy, but considering his absence, I am hoping to inquire if there is any possibility to extend the vouchers. They were last valued at £9.42 and £9.83 on 13/02/18, which is quite a significant loss for a student with restricted finances. I can provide the voucher numbers if required.

I reserved an Imax recliner ticket for Thursday, May 9 at 7 p.m. to see Avengers Endgame. Although there were limited seats due to some being broken, I got seat A1 for £14.69. Upon arrival, no staff checked tickets, and I didn't see any staff around. Only two others were on the recliner row with around 60 people in the theater. Right as the lights dimmed and the trailers started, a few people left their seats to claim recliners. I later found out that the middle section was not for sale due to being broken. It seemed those people didn't pay for those recliners. I paid for a subpar seat while some who didn't pay got better seats for free. There was no staff or monitoring, just customers claiming seats.

I am seeking assistance regarding a recent visit to Vue Cinema in Star City Birmingham. My family and I experienced numerous issues during our visit to watch "Aladdin" for my daughter's 12th birthday. We encountered problems starting from purchasing overpriced refreshments, receiving a half-full drink, to disruptions during the film with loud and disruptive patrons around us. Additionally, the cleanliness of the cinema hall and facilities, particularly the dirty cup holders, lack of cleanliness in the screening room, and unsanitary toilets, further impacted our experience. Despite trying to address our concerns with staff, we were met with unhelpful responses. This experience greatly displeased us, as we are regular customers who expect a higher standard of service. I am requesting a refund as our movie experience was severely compromised, and my family did not enjoy the film as a result of the continuous disruptions. Best regards, C. Richardson

I would like to inquire about the process for obtaining a refund. My husband, * children, and I visited the Star City Birmingham Vue Cinema yesterday for a 7:55 pm showing of Aladdin to celebrate my daughter's birthday. Unfortunately, we encountered numerous issues throughout our visit. Initially, I purchased a nearly £5 Coke that was only half full and was initially refused a refill. Despite resolving the matter, it was embarrassing with people waiting in line. The theater was not properly cleaned, as dirty baby wipes were left in the cup holder of my seat. During the film, disruptive patrons around us made it impossible to enjoy the movie. A child in front of us was unruly, women in front spoke loudly, and someone behind us sprayed perfume that caused my daughter to cough. When we approached the staff with our concerns, they claimed to be too busy to assist us. Additionally, the cinema's restroom facilities were unsanitary and in need of significant improvement. Given the poor experience we had, I believe a refund is warranted as our cinema visits have not met the expected standards. Thank you. - C.R.

My girlfriend and I had a disappointing experience at your cinema in Leicester. We attended a VIP showing of "The Lion King" at 9:40 pm. The noise level in the theater was excessive, with disruptive behavior from other patrons. Despite bringing this to the attention of a staff member, no action was taken. This led us to leave the movie early. We were shocked that the staff did not address the disturbance. Upon expressing our concerns upon leaving, we were not offered a ticket refund. We are extremely dissatisfied with the lack of intervention and service provided by such a well-known establishment.

I am encountering a consistent issue with securing seats at the cinema upon arrival. It seems that despite the cinemas having upgraded to provide better and more spacious seating, there is limited availability due to online bookings. Despite being informed by staff about the scarcity of seats, I often observe many empty seats at the beginning of the film. I recently raised this concern with the Manager at Ocean Terminal Edinburgh, who mentioned they are unable to address the empty seats that have been booked and indicated that refunds are available if seats remain unused. Last week, I was only offered two unsuitable seats together in the front row, which led me to opt for unoccupied seats nearby. As no one requested us to move and there were numerous vacant seats around us, I am puzzled by this recurring issue. Can you please provide clarification on this matter as it is not an isolated incident.

In October, I utilized a complimentary cinema ticket voucher from Lloyds Bank to reserve a ticket for Star Wars: The Rise of Skywalker at Islington Vue. Despite the delay in receiving the confirmation email, I remained patient, aware that emails can sometimes take a bit of time. As the movie's release date nears, I searched for the ticket confirmation email only to realize I hadn't received it. While I have received various general emails from Vue regarding updates and upcoming movies, the confirmation email was missing. Despite all my efforts, including attempting to contact Islington Vue and using various platforms, I still hadn't received a response. After a few days of silence, I contacted their customer service line and was able to obtain my booking reference, allowing me to collect my ticket at the cinema. Despite a subsequent response on Resolver.co.uk advising me to use the bank card for the ticket, which wasn't the case as I used a Lloyds voucher, it seems my initial concern has been resolved.

I receive annual free cinema vouchers for Vue Cinemas through Club Lloyds and have been pleased with the process until now. Approximately two months ago, I used a voucher to pre-book a ticket for Star Wars: The Rise of Skywalker at Islington Vue. I didn't immediately get the confirmation email, which made me a bit concerned, as typically it arrives promptly. With the movie's release date approaching rapidly, I kept checking my email for the ticket confirmation, only to realize I never received it. While there are many Vue marketing emails in my inbox, there is no confirmation email. I double-checked and I still have all emails from Vue since September, including the recent free tickets from Club Lloyds. I attempted to contact Islington Vue without success, as they don't have live chat and the customer service line had a 30-minute wait. Without the initial email, I am uncertain about hearing back in time after filling out the online form. The movie premieres on 19th December, and I am concerned about missing opening night unless the issue is resolved promptly.

Around two months ago, I utilized a voucher to pre-purchase a ticket for Star Wars: The Rise of Skywalker at Islington Vue. Despite my patience, the confirmation email did not arrive promptly, a common occurrence. With the movie's release date approaching rapidly, I searched for the ticket in my inbox only to realize the confirmation email was never received. While I have received various marketing emails from Vue, confirming updates and upcoming movies, the crucial confirmation email is missing. I have kept all Vue emails since September, including the latest free tickets from Club Lloyds. The movie is scheduled for release on December 19th, and I fear missing the much-anticipated opening night due to this issue.

After watching the new Terminator film in November, we noticed the seats were dirty and some arms were missing, but we didn't mention it at the time. A few weeks later, I became severely ill and was diagnosed with Scabies by the doctor. Since I hadn't been in any public places apart from the cinema, we suspect I may have contracted it there as it takes 2-3 weeks to incubate. I've been struggling to get rid of it for 3-4 weeks now, and it's been a terrible experience. I believe the cinema cleaners should vacuum the seats thoroughly, particularly focusing on the headrests. It would also be helpful if they could provide paper covers for the headrests to prevent such incidents in the future. I am still receiving medical treatment for this condition, and it has been a challenging time for me.

I purchased two tickets online for the 7.05pm showing of Le Mans at the Aberdeen Vue on Saturday 16 November, each priced at £4.99 with a booking fee of £0.75. After not receiving an email confirmation, I rebooked and this time received a reference number. However, I later discovered two charges of £11.48 each on my account. The next weekend, I booked two tickets for the 6.40pm showing of 22 Bridges but encountered the same issue of no email confirmation. I decided to buy tickets at the cinema instead, only to discover later two charges on my account again totaling £21.46. This has happened twice, resulting in me paying for four tickets instead of two. I am seeking a refund of £22.96 for the overcharges and possibly some complimentary tickets as goodwill. The difficulty I faced in reaching customer support by phone and email has left me frustrated and led me to choose to go to a different cinema. Vue's challenging complaint process gives the impression of discouraging customers from seeking resolution.

Hello, I'm seeking assistance as I have been unable to reach customer service. I encountered issues while trying to book tickets for the 8:20 PM showing of the new Jumanji film at the Sheffield venue for four adults. The payment process failed initially, and upon retrying, I noticed that I was charged twice. Strangely, I did not receive any tickets. Although I was assured of a refund because no tickets were issued, the pending refund no longer reflects in my bank account. I'm uncertain about the current status of the refund. Thank you for your help.

Hello, my name is Lara N. I purchased VIP tickets to watch [redacted] on January 11th at 5:05 pm in Leeds. However, I mistakenly booked it at the Doncaster Vue in Doncaster Leisure Park instead. Despite calling and waiting for 45 minutes, I spoke to someone before my phone abruptly died. When I tried to call back, I was put at the end of the queue. I managed to input payment on my phone, but it shut off before completion. I would appreciate any assistance with this issue.

Hello, I placed an order for a £40 gift card from Vue on January 5th. The payment went through, and it was mentioned that the order would be delivered in 3 to 4 days, with an email notification once it was shipped. However, I have not received any email or the gift card as of yet. Despite sending several emails since last Friday, I have not received any response. When attempting to contact them via phone, I only encountered an automated service. The customer service experience has been extremely disappointing.

Hello, I wanted to share my recent experience buying gift cards for my family as a part of our Christmas celebration. I thought it would be a fun way to treat them to the cinema and let the kids feel more independent by paying for themselves. I bought 7 gift cards worth £20 each and 1 worth £30, only to realize later that they cannot be used for online bookings. This means more expenses for my family, added hassle of queuing, and the risk of not getting seats together. I find this policy to be both stingy and inconvenient, as it forces them to contribute for every movie they want to attend. I hope you can address this issue, as I am hesitant to buy more gift cards or visit your cinema again if a solution is not reached. Thank you, Jim C.

I purchased cinema tickets to celebrate being cancer-free after a challenging year. Sadly, returning home from grocery shopping, my partner and I discovered a burglary. As we dealt with the police to secure our home, we missed our movie screening of "Bad Boys for Life" at Vue Cinema Star City Birmingham on 25/1/20 at 18:20. Despite trying to contact customer service, waiting for repairs, and changing locks, the automated system kept disconnecting my calls. The advice I received was to adjust the booking in person at the cinema before the showtime, but it's located over [redacted] minutes away, making it difficult to reach in time.

I purchased tickets to watch a movie with my partner to celebrate being cancer-free, but we returned home from shopping to discover our house had been burglarized. Waiting for the police to secure our home, I tried contacting customer service regarding amending our movie booking but had no luck due to a disconnected call and unresponsive Facebook messages. The automated system suggested amending the booking at the cinema before the showtime, but the cinema is too far away for us to reach in time via public transport. I would appreciate any assistance. Thank you. - S.M.

I have three tickets reserved for "Kinky Boots" at Leeds Kirkstall Road Vue Cinema. Unfortunately, I can't make it due to the severe weather, as my Mother is currently battling cancer and I can't risk going out in these conditions. I requested to exchange the tickets for Wednesday, but the cinema insists I come in person, which I can't do since I work on Monday and Tuesday. I can provide copies of the tickets if needed. - Maria A.

I want to share my recent experience at Vue Hamilton regarding accessibility issues that could be improved. During my visit on Sunday, 9 Feb, I was disappointed to find out that the lift, the only means of disabled access, was out of service. Additionally, the volume of the adverts and trailers was excessively loud. If Vue Hamilton can address these concerns by ensuring better access for disabled customers and adjusting the volume levels, it would definitely encourage me to visit more often. The impact on our hearing health and the challenges faced by less physically able customers need to be considered and resolved promptly.