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I recently attended Epic: Elvis Presley in Concert at Vue Cinema Reading – The Oracle, and the experience was extremely disappointing.

For a concert-style presentation celebrating Elvis Presley, you would expect high-quality audio to recreate the atmosphere of a live performance. Unfortunately, the sound quality was very poor, which completely undermined the purpose of the event and significantly detracted from the overall experience.

I raised the issue with staff at the cinema at the time and was advised to contact customer services. I subsequently emailed to explain the problem and request a refund. However, I received a response from a representative named “Asha” stating that no complaint had been received and that a refund would not be issued.

This response was particularly frustrating given that I had followed the process I was instructed to take. The combination of poor presentation quality and dismissive customer service has left me extremely dissatisfied.

Experiences like this unfortunately contribute to the declining number of cinema-goers. When customers pay for a premium event and receive a substandard experience with little willingness to resolve the issue, it inevitably discourages them from returning.

Overall, this was a very disappointing experience, both in terms of the event itself and the way the complaint was handled.

Bestilte lux-sæder, hvoraf det ene var defekt. Jeg skrev og gjorde opmærksom på dette og sendte dokumentation, men der er ikke blevet gjort noget for at løse det. Sidste mail fik jeg aldrig svar på fra Odenses "Supervisor" N.
Meget skuffende kundeservice.

We went for Indian language cinema specifically say Kollywood movie "Jailer" acting Rajnikanth & Mohanlal with film's running time itself or the length of movie only 2.48 hours and around 2.45 pm show in Vue Northampton with family on 19/8/23 and entered the car details for registering free parking. On 6/10/23 from GroupNexus letter pad with Parking Charge Ref. No. with Sol.NN1 on it and the photos of our car showing number plates and we still are using that car and from Parkingchargepayment £60 parking fee penalty to sent us by post. They charged £61.50 from us on 11/10/23 from our bank account. But they didn't send us letter or email of proof such as receipt of money they taken. We have only our bank details for payment of money. There is proof in our bank details. Also We still kept years back the copy of this parking penalty fine letter with us and mentioned clearly the details in the letter here to prove the genuineness and trustworthiness of this review. Because we needed genuine reviews to help others. But the problem is Vue Northampton has only 3 hours free parking not like Odeon and cineworld has 4 hours free parking. For Indian language movie like Bollywood, Mollywood the running time of movie itself comes 2.45-3.0 hours. Then starting advertisements and interval time altogether its coming to 3.15-3.30. To solve this problem the management makes agreements with parking company for 4 hours free parking. Otherwise the cinema viewers has to pay parking charges. So for Indian language movie viewers it is like a paid parking. So when you watch Indian language movie Bollywood, Mollywood to watch there be careful about the time for not getting parking fee penalty notice. So unnecessarily waste £61.50 for parking penalty fine and use that earned hardworking precious money for feeding our family. Always careful about parking time and going time. If more than 3 hours you must pay parking charges before going out.
I don't know it will come online or when will goes offline or removed. But I don't care and put genuine experience on online platforms to get awareness of these things. But bad experience in life is a very good lesson for us.
Anyway in our life we never go to any movies there anymore. Because "A scalded cat fears cold water ".
3 years back we think October 2023 We put this incident as review in Trustpilot. But they taken it offline and removed nearly a week ago because they doubt the genuineness and trustworthiness of that review. That's we are writing another review. Because We want to give some awareness to others to help not to lose their earned hardworking valuable money unnecessarily. we don't know what's going to happen this review and when it will goes offline and removed. We don't know this review will come within their "Community guidelines"?.

like going to cinema as a family with my kids, usually we go to the showcase cinema but this weekended we decided lets try the vue for a change

we went in and the staff were nice and everything, but god the seats! they're so uncomfortable. i wont go back based on that alone.

Well what an absolute JOKE is all I can say. I pre ordered two expensive tickets for the ultra lux seats for showing of Scream 7 at Basingstoke venue with the hope to pick up some merch on the day of the Ghostface cup and Popcorn bucket! Only to be told by the staff member that all the merch was SOLD OUT on only day two of the screening!!! Me and many other viewers were left disappointed! Why is there so little merch for such a high in demand item and how is it sold out in such a quick time?!?! I urge everyone to use a different cinema next time such as odeon or showcase!! The customer service response was an absolute waste of time too! You've lost a loyal customer over this!

PLEASE NEVER USE VUE. We went to the basil on location, which is an absolute dump. They are understaffed, incompetent and then when you get tired of waiting in the queue to complain so leave and raise a ticket through online customer support - they then refuse to help online. Modise online was less than helpful online as well.

Don’t use VUE and make sure you wait hours to complain to their slow staff because otherwise they’ll refuse to refund you for the film you didn’t stay to watch because the the theatre smell was unbearable.

Looking by these reviews Vue clearly could not care about customer service. Evoucher validated but would not accept to book so had to pay again for a ticket to secure seats! Tried to get refunded but no tell no or email jusy a stupid chatbot which was useless. No doubt the staff will direct to the useless website. DESIGNED TO TAKE YOUR MONEY BUT DON'T WANT TO BE CONTACTED IF YOU HAVE AN ISSUE OR NEED A REFUND. disgraceful practices UPDATE thankfully the manager and staff were very good and refunded pending processing. Can't fault them but Vues use of chatbots and no contact is crap

Last 2 weeks visted the cinema twice, both times air conditioning ice cold. First time I asked for them to add some heat as we had just come in from the rain and was soaked through, I went out of the movie twice and was told they have to phone to head office and we're trying... Ruined my movie. Now yesterday same again... Make this make sense, do people want to sit in a cold cinema for 2hours freezing or a warm cozy environment... Vue, why am I paying £3.49 for a bottle of water too? This is disgusting. You can see the reason for why people stay at home. Also, I had to queue for so long yesterday for 1 bottle of water to pay £3.49 for the pleasure. If the cinema goes or leaves the high street you only have yourself to blame. I will not be returning...

We had bad experience people behind made us feel uncomfortable not one staff member checked while the movie was ongoing one staff was just watching the movie manager wasnt bothered when we told her how upset we were that we never used to have this happen she brushed it off saying we should have gone to tell them in first instance

so horrible, unhelpful and never answer your questions or even try and help you

Håbløs hjemmeside
Skulle bestille 2 biografbilletter hvilket trods (synes jeg selv) helt almindelige færdigheder ikke lykkedes. Så kører jeg over i biografen for at købe billetterne og nævner hjemmesiden hvortil ekspedienten svarer at det ved de godt (altså at den er håbløs). Nå men jeg havde et gavekort så følte mig tvunget til at se filmen i Vue, men det behøver jeg ikke igen. Næste gang vælger jeg Nordisk Film - det virker…

Customer service is abysmal. We had tickets booked for Vue Purley Way Croydon. We booked child care and when we turned up at the venue it had been closed all day due to a police incident. I understand this is out of Vue's control but they had nearly 24 hours to notify us that it was closed and they had our booking details.

When I complained they refunded my tickets (this was not done automatically) but didn't even offer a goodwill gesture for our inconvenience. I asked for the complaint to be sent to head office and hit a stone wall. Very unhelpful customer service- has left a very bad taste in my mouth and think it is the worst I have dealt with. Hope I don't have to deal with them again.

Okay- so the heating seemed to be down at Vue Chester- but 5 stars for the team- great duty manager tonight- who immediately got first on his phone to the office and then on to the roof to get things sorted. Can't fault that sort of reaction when things go wrong. We'll be back for sure...

This is not so much about the film experience, it's more about the central call centre and how little information it was able to provide, which I find unbelievable.

My daughter (aged 15) was in the cinema watching a film with a friend. I'm not exactly sure what time the film started because she bought the ticket herself. I needed to find out what time the film ended so that I could pick her up. The website didn't tell me anything about the start times (because, I later found out, I looked at the website after the film had started and for some bizarre reason they remove this information after the start time of each film).

So I thought I'd call the cinema to ask what time the film finishes (a pretty simple enquiry to my mind). Unfortunately this was an unsafe assumption. The only person I could speak to, who wasn't in the building of course but on another continent, also couldn't tell me what time the film started and therefore what time it would end. I find this totally unacceptable. Her excuse was that she was prevented from knowing this for the same reason I was - after the films start, the start times are removed from the website.

I foolishly assumed that a representative from the company running the cinema would be able to tell me a) what time a film had started and b) when it would end. But no, this was not information she could impart to me - ridiculous.

In the absence of this piece of information (which I would say is one of the top 5 most simple and important pieces of information any cinema should provide) I asked her to call the Stroud cinema to find this out but she said she could not do this either. I asked to speak to her manager but she could not do this either. What exactly is the point of this person answering the phone if she can't provide even the most basic information?

From a customer service perspective this is extremely frustrating. From a child safeguarding perspective this far below an acceptable standard as it could result in children being left on their own after they come out of the cinema.

Had a fantastic time with my mother at this cinema would recommend

Samtidig med en elendig oplevelse med at bestille biograf billetter til en ikke fyldt film via hjemmeside biografenvue.dk. Oplevende jeg at være Nr 1 i telefon køen i over 5 minutter, og stadig igen kontakt til medarbejdere.

Det må i sku kunne gøre bedre,

Dårlig start på det der skal være en hyggelig oplevelser

Na het online reserveren en invoeren van giftkaart nummer was er nog 6€ over voor de 3 brillen. Na het overgaan naar ideal, de betaling , crashde te webpage. Gevolg geen tickets en giftkaart niet meer geldig. Na contactformulier ingevuld te hebben kregen we bevestging via email dat men hierop terug komt. Tot op vandaag geen reactieen 22€ aan giftkaarten verloren.

Incompetent staff, dishonest customer service. Visited the Angel, Islington cinema, to buy gift card/vouchers. It took 3 different members of staff to attempt processing this. After several attempts, they couldn’t complete transaction (£40) Said my card had failed, but couldn’t be certain if transaction had gone through or not?. Asked them to void transaction but said they couldn’t do this. They told me to ring customer service, which I did, as when I checked my bank the £40 had been taken out. Customer services assured me refund would be processed within 5-7 working days. After 11 working days still no refund. Contacted them again and basically told me same lies that refund would be processed in 5-7 working days. Still awaiting refund.
Note: I eventually purchased a Vue gift card from Sainsbury’s and paid for it via the self checkout with no problems.

No free ticket with my Vue membership over 10 films no reward, was going to give it and then went back to 9 films, messaged them and told they'll look I to it to ignore me!

I keep trying to book tickets. I’ve got some free tickets with my Lloyds bank account so I choose my seat and it says I owe £2 extra because I’m guessing it’s a bigger screen and then I’ll try twice to pay with my Apple Pay and both tops it’s refused the payment and refunded me my £2 and I cannot book.!!
they really don’t want us going into the cinema do they? I’m not kind of that bothered about going it’s a rubbish day. I thought I’d pop to the cinema and now I just don’t think I’m gonna bother.