Picturehouse Cinemas Avis 

Agree with everything written below about the app. I wanted to take advantage of the 30% off membership renewal but couldn’t access my account. Customer service sent me a password renewal link and it still didn’t work. They then told me I couldn’t make use of the promotion, despite it being their fault. They must be doing very well to treat customers so cavalierly.

Shout out to Dee on the membership helpline; not only did she solve my issue but she gave me lots of tips and advice on getting the most out of my membership. A***** service!!!

Don’t care about personal safety of their customers, even if you end up in hospital after a visit there. Improve your floor lighting and gain some empathy!

Owing to the poor usability of the Picturehouse app and website, a birthday promotion was not usable. This issue persisted through to the expiry date of the promotion. Even though it had expired, a phone operator had promised to enact it anyway. A different operator then decided that this could not happen. When I raised the issue with their superior, and pointed out that this was indeed the fault of Picturehouse, they continued to refuse to enact the promotion. What is this if not false advertising and poor customer service?

We saw Openheimer yesterday. The sound volume was so high that it was impossible to understand the speech. The incidental music was overwhelming. After the 3 hour film we came out feeling batterd as if we had undegone a session of torture. Being a very OAP I asked the twentyish girl next to me how she enjoyed it and she confirmed that she and her companion had been unable to discern the words because of the volume. Our last time at this cinema.

0871 premium rate number. Rip off

Love the cinemas, but impossible to use the membership as app so bad - i've given up. Cant book tickets by the website so had to go to a different cinema.

Very loud music in the bar and restaurant. Although there is a quiet seating area with tables nearby I wasn’t permitted to take the food I’d ordered to eat there. Won’t use the facilities again.

Exeter is a lovely quirky cinema, the best in town, but.... the website is the worst cinema website I've tried to use. Booking a a cinema seat should be so quick and easy, but it isn't. Sort it out Picture House... not difficult

The 1 star is all for the app. And membership. It’s genuinely one of the worst apps and services I’ve ever used. It is SO hard to sign in or recover a password/username. For some reason they use your date of birth as your default password. They also assign a Username - if you forget this, you can’t login. It’s incredibly frustrating. Even front-of-house at the cinema told me to give up on the app. If’s so bad. It makes my blood boil.

Picturehouse Central cinema near London's Piccadilly has great films. Loved Return to Seoul, on now. Good prices. Helpful, friendly staff. But can you actually find the venue and get access to the screen? First problem, two different addresses came up for it on map searching. 2nd: my friend and I each walked around 20 mns trying to locate the cinema. 3rd: when we arrived there it didn't have a clear sign and you might have been getting to a coffeehouse. 4th: Screen 5 was on 4th floor. We are both in our 70s and didn't want to walk up. Through kindness of security guard and member of cafe counter staff, we were taken to an outside entrance, up in a service lift and through rabbit-warren to 4th floor screen corridor. Solution for visitors until Picturehouse fixes the above: look for FiveGuys hamburger joint closest to Piccadilly. Look for arcade entrance nearby. Ask friendly staff for help. And hey presto!

For my first year of membership I easily used up my film allowance. But since renewing in November the film offering has been awful and there’s hardly been a film of interest. Also had to leave a film at Picturehouse Central because it was too cold.

Do not become a member! The company is one of the worst I have ever had to deal with, the customer service you revive is beyond dismal, the staff have no empathy and don’t seem to care they are actively disinterested. The managers are even worse; I’ve never seen someone so lazy. When they couldn’t activate our account with the confirmation email, they manager strolled down and couldn’t be bother to help.

Avoid at all costs

DO NOT become a member of the Picture House group - however good a deal it appears to be. I joined with their Black Friday Deal and went to use it for the first time last weekend. They had no record of the number I had on my membership card existing. I was given an email address by the cashier. I emailed immediately. No reply. I emailed 3 days later. No reply. I called customer services and spoke to someone I simply wanted a refund - having not used my membership since purchase and having proof of payment. The email address I was given by the cashier at the cinema was incorrect so I was then provided with the correct one. They are unable to clarify anything and unable to confirm I can have a refund nor if I am a member. Its a cute cinema but its worse than the large multinationals - do not think you are supporting anything by annual membership except another ripoff organisation.

The picture house in Crouch End is lovely but when me and my dad went last week to the one in central to celebrate his birthday we didn’t have the best experience - the popcorn was cold, dry (and overpriced) when we asked politely if we could have fresh popcorn we were told the wait was 15 minutes but anyway it’s only popcorn, but the film had subtitles (an English film, filmed in England, and not stated it would be a subtitled film according to my ticket) the lights didn’t come on at the end (someone actually fell over lol) and the chairs were broken and when we mentioned all this to the manager we just got a very flat reply of ‘oh I’m sorry about your experience’ we didn’t want to complain, we were in a celebratory mood! And we didn’t ask for a refund or anything like that but when you’re choosing to visit somewhere and spend £50 on 2 tickets & 2 large popcorns you’d expect better service (it wasn’t busy) I’d recommend Crouch End but definitely not central!

First time at Bromley PH (29-Jan 2022) and pleasantly surprised with the interior, especially the eating/drinking area. Toilets are clean and not too far from each screen. Let down by the counter/kitchen service. Classic Hotdog was not as described on the menu (no onions), Mulled Wine advertised everywhere but was not available. Tried to purchase 2 drinks at 8:58pm and was told that both bar and front counters were now closed (despite films running until much later). Volume of front speakers in Screen 3 was also set too low.

Misinformed staffed and arrogant management. Was told by the teller staff that we can sit anywhere in the cinema as no seats will be assigned. When I asked if I could choose seats anyway then the response was that “the system does not allow it”. When we were in the cinema we were assigned seats right at the front (which is not my preference), we sat anywhere as directed but then forced to move thrice because of people’s online bookings where they chose their seats. Other guests were experiencing the same issue and so I went to speak the the manager where he had no idea as to what I was talking about and also spoke to me in a very condescending manner. Unfortunately we were left with seats that we were not happy with and no solution. A night that we thought would be nice and relaxing turned into a stressful and uncomfortable situation. I do not recommend this cinema.

Terrible, purchased voucher code from blue light discount site and was then told they cannot be used on the film we wanted nor could be pay the difference between the voucher and the film.

On complain was just referred to terms and conditions or told to get a refund from blue light.

I guess they don’t care about emergency workers.

great experience on Monday night at Henley. staff gave excellent customer service & promoted/knowledgeable about membership. will be returning

We had the most amazing time at Clapham Picturehouse on Sat 25/06/22. The service there was second to none. Wonderful staff, beautiful building and ... very clean toilets. We used the place for the Premiere of our new film production, ODILE the Pilot. We had over 100 guests and they all adored the place. We hired the downstairs bar for our after-party, and the staff were always happily at hand to help with anything we needed. We will definitely use them again and absolutely recommend the place to all our contacts in need of an exclusive and affordable place for their film screening/premieres. Special thanks to Deputy General Manager, Dan Hawkins, for welcoming us with open arms and taking care of everything for us, which created the condition for a smooth and successful event. Thank you again Dan, and Clapham Picturehouse, and see you again, soon! Best, Elsie at May Filmworks Ltd.