Vue Avis 

Stand By Me has a 40th anniversary showing which for my local cinema is due on the 14th of April. It's a single day, single time, no other options at all. A very special show.

I booked a ticket for myself in a premium seat a week ago as soon as tickets became available.

Today, I got an email telling me my ticket has been cancelled. I didn't ask for it to be cancelled. The show is also now "sold out" meaning I can't book any other seat for the film.

A live chat agent was worse than useless, telling me to check my email for why my ticket was cancelled. If that information was in the email then I wouldn't have needed to use the live chat.

As far as I'm concerned, Vue cancelled my ticket because I booked it for myself. They removed me from the viewing because there would be one empty seat next to me. That is not my problem, and this was absolutely disgusting of them to have done this to me without even making contact with me.

I saw Father Mother Brother Sister at the Vue theatre on Finchley Road in London. It was the 8:25 pm show on Saturday.
The film started late because there was a delay in cleaning the theatre. Then the audience sat in the dark for fifteen minutes with nothing on the screen. When the film did start there was no sound. After about ten minutes the sound came on. But the manager decided to make up for the ten minutes without sound by starting the film again.
Finally, when the film ended and at the end of the credits, the audience were left in the dark. I slipped and fell on the steps. I may have to go to the hospital tomorrow to make sure my arm isn't broken

Vue Sheffield absolute horrible customer service shouting at us telling us to shut up and making me throw away my drink for no reason and not be able to fill it back up.Rude Workers!!

Honestly I have said it before but I am 💯 certain now I’ll never return to Vue Eastleigh and probably no other Vue!

The last time I complained it was about paying £9.99 for seats that was supposed to be the ‘luxury’ but was absolutely not. It was filthy covered in previous persons chewed sweets which stuck to my coat and no clean up as far as I could see was done.

This time I did venture to go to Vue again foolishly! I was charged £57 for apparent super saver seats and three drinks. A tango blast regular around £6.70, a Lipton peach ice regular £5.50 and a chocolate milkshake which tasted absolutely terrible like strawberry was mixed into it or milk was off giving it a sweet taste which isn’t pleasant which cost £7.50. Please if anyone can do the maths and make this cost £57 and explain it to me I’d appreciate it. I had free ice tap water as I simply couldn’t afford anything else for myself!

Vue definitely scam people and lure you in with promises of £4.99 seats but whether purchased online or at kiosk there is no such thing.

Infrared CCTV recording all the time while You watch the movie!!! WTF?

Went to watch the magic far away tree and was very upset that they had sold out of tickets due to them putting that movie in a tiny screen I’m very gutted
Especially because this is the second time this has happened!

The popcorn had a lot of salt so much that it made me sick

Took my child to the cinema for their first time, sadly it was ruined because someone had been sick during a previous screening, and instead of cleaning it up before our movie started they put a wet floor sign over it. The smell was unbearable so we walked out early, we raised the issue but all we got was an apology, we were not even given replacement tickets so we could watch the same movie in a fresh clean screening room

Use Vue in Basingstoke , staff really helpful. Area are all clean and good disabled access 🌞

Went for my birthday and I was shocked how expensive everything was specially the snacks cost £71 just for snacks there were 3 of us and we asked for two popcorn and 2 drinks and the guy recommended a better deal to save us money but it was still a rip off, I wouldn’t personally recommend as you’re better off watching movies at home on a big screen television which most have now days total we spent £100 when we could have had a proper meal in a restaurant, no wonder most people don’t want to go to a cinema to expensive and food prices are ridiculous

JULLIE moeten wat doen aan de website ervaring want je kan niet eens kaarten normaal bestellen terwijl je een voucher heb. echt irritant dat ik 3x of 4x zelfs opnieuw moet bestellen gewoon een uur van mijn tijd kwijt dat ike igenlijk geen zin meer heb om te gaan

VueHelp are the WORST Customer Service EVER!

Me: "Hi, if I buy a ticket through Cinema Society, which is currently £6.33 for Printworks, how much is the current uplift for IMAX, please?"

Vue: "Hi there,

Thanks for getting in touch with Vue.

We are unable to confirm the exact amount. After purchasing the codes, you will need to enter the code into the system. The system will then state the exact amount required for the upgrade.

Thanks,
Zee"

Me: "Hi, I'm only asking for ballpark figures because I know the prices in the IMAX seats can vary, but you gave me a rough price in Jan 2024, so I'm asking for the latest, please."

Vue: "Hi there,

Thank you for contacting Vue.

Kindly note, Cinema Society sells different voucher codes and these codes have different usage terms.

Also note, these codes are distributed by VUE PASS which is a different company from VUE Cinemas therefore, we can only check the codes usage and payable up-grade once we have the codes as different types of codes require different up-grade amounts.

We apologise that we are unable to provide you with a direct answer however, you are welcome to refer to VUE PASS which is the voucher provider.

Thanks,
Lolla"

I asked Vue Pass, given that there are various tiers of prices at Vue IMAX: "I’ve tested all tiers and the uplift fee was £5 including the booking fee."

I bought the tickets and was charged £10 uplift per ticket.

I asked Vue Pass for a refund. They told me: "We didn't process the payment s we can't help with a refund.", and they sent me back to VueHelp.

Vue: "Hi Dom,

As per the voucher codes you have purchased, this is the upgrade fee for an IMAX screening per seat, and as we can see, you have booked for the regular seats.

Partner Tkt 34 Regular10.00
Partner Tkt 34 Saver7.50
Partner Tkt 34 SupSav5.00

Thanks,
AB"

Me: "As per my message above, Vue Pass told me ALL tiers were £5.00. It would help if I could send you the email so you can see what they've said in response to my specific questions AND their apology. As they are on behalf of Vue and YOU (Vuehelp) have told me to go to them to get an answer to the question you REFUSED to answer, that is my complaint. This could take you a very short time to resolve, or we can go the long complaint route."

Vue: "Hi Dom,

Thank you for contacting Vue.

Kindly note, the incorrect information was provided to you by VUE PASS which is a different company from VUE Cinemas.

Had you contacted our VUE Cinema customer service teams we would have provided you with the correct information. Because you were not provided the incorrect information from us, we cannot compensate you on our end. Please request this from VUE PASS.

As for your voucher codes, we have confirmed what the up-grade fee totals are for each type of seat. You are welcome to self-refund your booking and the vouchers will be reinstated to be re-used till their expiration date and the up-grade fees refunded to your account. Thereafter, you can use the vouchers to book the cheapest red Super-Saver seats which require a 5 pound up-grade fee.

There is nothing more we can do on this occasion as we as the VUE Cinemas customer service team has provided you with accurate information.

Thanks,
Lolla"

Me: "Lolla, I asked YOU for the information. YOU REFUSED TO GIVE IT TO ME AND TOLD ME TO GO TO VUE PASS!

Between the two of you, none of you knows what you're doing, and you just blame the customer. This is disgusting."

And still they refuse the £10.00 partial refund, and to get a manager like I've asked, and also to tell me how to complain. So, here I am.

Went to Cribbs Causeway, Bristol Vue, and found that walk in prices are more expensive than booking. Couldn't see anywhere on the website that stated that for Epic screening. Contacted customer support who told me it was basically my fault for not having read the terms and conditions in the "Legal" section at the very bottom of the website.
Do they honestly believe that people are reading the terms when all they want to do is check what time the film is on? Particularly when they've hidden them away.

It's already ridiculous that they have different pricing for different seats, but charging extra if you don't book is just adding insult to injury.

Absolute joke. And their customer service do not give a shit about your complaint.

Went to watch Hoppers with the kids at Vue Dagenham. Great film. We really enjoyed it. Experience was dissatisfying from the staff behind the counter. No smile, no courtesy not even a thank you after spending over £50 on snacks. Really poor customer service. Its like they're under duress and don't want to be there. I told the kids, we won't be going there again and in future will be downloading films from torrent sites.

Waardeloze ervaring bij Alkmaar.
We hadden aan de balie tickets gekocht cash. Word verder niks gecontroleerd dus na de pauze hadden we nog wat drinken en popcorn gehaald en we gingen terug de zaal in.

Vlak voor de film ging starten kregen we controle waarbij we aangaven dat we de tickets hebben weggegooid. Hierop werd verteld dat we de tickets opnieuw moesten kopen. Grootste ruzie met ik denk een vrouw (de manager). Als haar klantgerichtheid nou net zo hoog was als haar BMI dan was alles top geweest. Helaas is het 1 groot fiasco geworden. Wij weigerden nieuwe tickets te kopen. Waarop de vrouw dreigde politie te bellen. Hierna zijn we kwaad weggelopen. Nooit meer VUE

Mijn nichtje en haar vriendinnen hebben gespaard voor een leuk avondje Vue. Bij binnenkomst hebben ze kaarten gehaald voor een film. Ze waren echter 3 maanden te jong en kwamen hierdoor niet binnen. Daar is dan wat voor te zeggen, echter krijgen ze het geld ook niet terug. Schandalig.Geef dan aan bij kopen tickets dat dit niet kan. Heel stoer van VUE en vooral kinderachtig, om de meisjes weer heen te sturen. Geef dan gewoon het geld terug. SCHANDALIG.

we had booked for a screening at Harrow Cinema for Saturday 28th Feb 26. We were seated inside the cinema for 15 mins+ when we were informed that the screening was cancelled. This was known to Vue a few days prior to the screening so we wated a full evening travelling to/from Harrow. The email to inform us about cancelled screening came 3 days after the screening date. We had paid through a voucher so could not get a refund and Vue CS did not rebook for us either. The staff were extremely unhelpful and touching to being rude. I did not only waste my evening but robbed me of my money too. This is day light robbery by a company so big. What more can I say!! I wish there was a ombudsman I can go to...hey took my money and

**MOUSE on screns**
I read the comments a while ago and it's clear that the problem with *mouse* has been with you for a long time. After that, I saw *mouse* there. I was sick of eating popcorn and everything.

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.