Vue Cinemas Customer Service Issues

Yesterday, I visited the Vue cinema in Aberdeen to buy tickets for The Grudge. I tried purchasing 2 tickets online but didn't receive any confirmation email, so I assumed the transaction didn't go through. Later, my niece successfully booked 2 different seats. To my surprise, when I checked my bank account, I noticed that I was charged for both transactions. I'm a bit confused by this double charge.

On my wife's birthday, we visited the Harrow cinema on Saturday, 14/03/20 to watch the film 'The Hunted.' Unfortunately, our movie experience was ruined by rowdy teenagers in our screening. They were disruptive, using their phones, being noisy, and even throwing objects. Despite multiple requests from me and other audience members, their behavior persisted. I approached the staff, but no action was taken to address the issue. When I spoke to the manager at the end of the movie, he seemed unaware and uninterested in reviewing the CCTV footage. Given that my wife is six months pregnant, I expressed my concern about her safety if any of the thrown items had hit her. Thankfully, she was unharmed. I reached out to 'Julian,' one of the advisers, via chat. While he couldn't offer immediate help, he suggested sending in my tickets for a refund. I appreciate your attention to this matter. Thank you, Iain E.

I purchased 3 tickets for a live viewing of Sleeping Beauty at VUE Cinema in Lakeside earlier this year. The show was canceled due to Vue's equipment failure, but I received replacement tickets. Subsequently, I bought 5 tickets for the Royal Albert Hall live showing of VE Day on 5th March, which was also canceled due to COVID-19. On checking my credit card statement, I noticed I was overcharged for tickets without receiving any receipts. I contacted the Lakeside Vue branch, but they couldn't assist, advising me to contact your office for a refund. Despite trying to reach your office, I only encounter an automated system that doesn't address my concerns. I trust that a refund for the overcharged tickets can be processed efficiently. Thank you for your attention to this matter. Sincerely, M. Rawlings.

I have £60 worth of Vue Cinema vouchers, received as gifts for my birthday last February (£40) and wedding anniversary last December (£20). I haven't been able to use them due to lockdown and feeling unsafe when the cinema briefly opened last year. Could you please inform me of the expiry date extension policy or if they will be honored until I feel comfortable going out again? Thank you, Annette S.

I had a disappointing experience when a manager refused to accept my one4all gift card. The manager was rude and showed no interest in helping me use the gift card, even though it is a popular option available widely. I was forced to pay in cash, which defeated the purpose of using the gift card to save money. The whole situation left me feeling upset and distracted during the movie, as I couldn't stop thinking about the manager's lack of knowledge and how I was treated poorly.

Following my recent call to Vue customer service regarding my Christmas [redacted] gift card, I have concerns about its validity only being for 12 months, particularly as most of last year was impacted by COVID restrictions, resulting in me being unable to use it. The Vue representative suggested I send a photo of the card to inquire about a possible extension for a few extra months to allow me to use it in the upcoming year. Unfortunately, the email address provided by the operator was incorrect. Any assistance in resolving this matter would be greatly appreciated. Thank you, G. Axe

I visited Vue Portsmouth to see "Clifford the Big Red Dog" on the 11th of December at 12 p.m. Despite suffering from anxiety and being on medication, the experience was challenging. A lady and two children sat next to us, and the mother mentioned that if anyone claimed the seats, they would have to move. I struggled to ask them to relocate and sat shaking throughout the movie. They could have chosen better seats or sat elsewhere, but they chose to stay. It was not a pleasant experience.

I purchased a £25 Vue voucher online, including a £1.50 booking fee, five days ago. I received a confirmation email assuring me that my voucher would be dispatched shortly. Despite sending two follow-up emails emphasizing the urgency of receiving the voucher promptly to send it to a friend, I have only received automated responses. I am concerned that it might not arrive punctually. I am frustrated and disheartened by this situation. It's upsetting to have paid in advance for a service I now have to actively pursue to obtain.

I am really frustrated with my recent experience. I arrived just 15 minutes before the movie was scheduled to start, only to find out it had already been playing for 20 minutes. Not only that, but when we tried to take our seats, someone else was already sitting there. After speaking to an assistant, we were told there were no other seats available. We were then placed in the next showing, which had a delay of over an hour. By the time we got back to the theater, all our food had gotten cold and our ice blasts had melted. To make matters worse, the same seating issue happened again. I am incredibly disappointed by this situation at my favorite theater, and I am feeling very upset about the whole ordeal.

Living in Glasgow, my experiences at St Enoch Vue cinema since its opening have been frustrating. Despite attempting to book online each time, I consistently encounter issues preventing me from securing tickets. This forces me to travel to the cinema in person, only to find the show fully booked. As a disabled individual who underwent brain surgery, the lack of online reservation access is disheartening. Staff at the center offer little assistance, with a manager allegedly unable to address our concerns, redirecting us to customer service. My background in customer service leads me to believe this situation could be handled more efficiently. The inconvenience of traveling to the cinema, only to discover it's sold out, is unacceptable. I hope for a resolution to improve this process for myself and other disabled patrons. Sincerely, Mr. and Mrs. Low

Today, I had an unusual experience at Vue Manchester Printworks and wanted to share. I bought tickets for Death on the Nile at 3pm in screen 17, seats G 15 and 16. I am quite particular when selecting tickets and had chosen that specific time and those seats for the best view. However, when I received my tickets, the seat numbers and the screen were different. Despite this confusion, I managed to find the correct screening room (screen 16) and seats after confirming with the staff and another movie-goer. While I didn't miss the film, the mix-up left me puzzled. I wonder if there was a fault on the Vue website or if there was a last-minute change in the screening schedule. Clarification on this issue would be greatly appreciated to avoid any similar incidents in the future.

I had trouble using my Vue cinema gift card online, so I had to go to the cinema, pay for parking, wait in a long queue, hope for available seats, pick seats I didn't really want, and then be charged extra per seat because I didn't book online. I talked to the Vue cinema manager about this issue. I was surprised that they advertise their gift card as the "perfect gift," which it clearly is not. I felt frustrated that using their gift card resulted in second-rate treatment and extra fees. It's hard to get a satisfactory response from Vue. Many online reviews warn against buying a Vue cinema gift card for the same reasons I encountered.

I need assistance with canceling and receiving a refund for tickets I purchased for "Top Gun Maverick" this evening. The booking code is WQPLJ63. I've been trying to log into my account, but I forgot my password. I requested an email to reset it, but I haven't received any email. When I attempted to set up a new account, it said my email address is already in the system. When I tried to reset again, it stated that my email address is not listed. Can someone please help me with this issue?

I had made a booking for my friend and myself to see the new movie Jurassic Park Dominion at the Vue Cinema in Preston. Unfortunately, on the day of the screening, my friend was unwell with a temperature, so I had to cancel our plans. Despite trying to get a refund less than 3 hours before the show, I was told it wasn't possible. I decided to reschedule the booking with reference number WHT29JB. However, my friend's condition worsened, and with more than 3 hours before the new booking, I attempted to cancel it and get a refund, only to be told that I couldn't since I had already rescheduled once. I find this policy unacceptable, especially considering the current circumstances with Covid. Despite explaining my reasoning to Customer Service, I felt they were unhelpful. As a long-time patron of Vue Cinema, I am disappointed with the lack of assistance I have received. I attempted to contact them via email but it was undeliverable, so now I am seeking a refund. Thank you.

Dear Sir/Madam, I am reaching out to address an issue regarding the cinema experience at Vue Cinemas. As a registered Vue user with the email [redacted], I recently purchased tickets for what I thought was Avatar2 but turned out to be the previous version of the movie. The misleading advertisement led to confusion, and despite seeking assistance from the Vue venue staff at North Finchley Vue Cinemas, we were not provided with a resolution. I am requesting tickets for Avatar2 (The Way Of Water) in light of this incident that occurred on [redacted]-10-05. The disappointment experienced, especially for my son, prompts me to seek this remedy rather than a refund. I anticipate a prompt response to this matter and trust that the Trading Standards guidelines will be adhered to. Please respond to my email address for a complete record of this case. Yours faithfully, Canan Parlak

On October 26, I attempted to purchase tickets for the movie "Black Adam" for my family using discount codes from my husband's NHS Blue Card app. Despite encountering an error online, we managed to purchase tickets at the cinema. However, upon checking my Barclays app, I noticed I was still charged £39.46 despite already paying at the cinema. I am seeking a refund for the duplicate charge as I only intended to book once. It's worth noting that the £15.99 charge at the cinema was due to the discount codes. Just wanted to provide clarity on the situation. Thanks.

The movie room was changed without notice, leading us to the wrong one initially, resulting in us missing parts of the movie. Upon redirection, we found the new room smaller, with others sitting in our paid recliner seats. We were forced to sit in different seats on the far right, unable to fully enjoy the movie. Throughout, a disruptive group talked and laughed loudly without any intervention. This experience was disappointing, and I am seeking a refund along with additional compensation.

On February 18th, my friends and I went to the Star City cinema to watch the 7.15 pm showing of Antman in screen 12. Unfortunately, this was my second visit to this cinema experiencing poor picture quality. The film was projected too dark, making it hard to watch. Additionally, the sound quality was subpar, with the surround sound not working correctly and at a low volume. I had a similar issue on a previous visit, for which I received a refund from the cinema manager. If the cinema had been less crowded and had it not been for the kids with us, I would have raised the concern immediately. Ensuring the proper sound and picture quality is essential. I hope these issues can be addressed as I am a frequent cinema-goer, and at the moment, revisiting Vue is not at the top of my list. - M. D.

Regrettably, I mistakenly purchased tickets online for the Elementals show at Westfield Stratford instead of Westfield Shepherd’s Bush for my son's 12th birthday. To rectify this, I acquired four tickets at Westfield Shepherd’s Bush for £71.96 at the box office for the event on 8/7 at 2:30 PM. However, I only possess a photo of one ticket since I handed the others to the children. I do have evidence of one ticket in the form of a photo and my credit card statement. My original booking numbers are Wh6xmlx and Wwqbsjb.

I made a mistake booking tickets at the wrong venue. Unfortunately, since I used vouchers to pay, I am unable to access my booking to correct it. I have attempted to contact customer support through live chat and Facebook messenger, but have not received a response. The customer service phone number only directs me to the online platform without the option to speak to a representative. I am unsure of what steps to take next and would appreciate any assistance you can provide.