Myvue Avis 

I was given a 2 Gift cards in Dec 2019 and couldn't use them. Lockdown came and everything got shut down. Rang vue customer service thinking they would help me reinstate my cards but had no help at all and they just shut me off and didn't help me at all. Lost out on £100 quids worth. Shocking with the size of the company you'd think they'd help you out somewhere.

I'd avoid at all cost.

very poor website to book, slow. times out wen you get to pay page. booked over fone no email confirmation came through, long fone ques, avoid VUE , rather go cineworld.

Honestly, don't bother going to Vue in Cardiff (or any Vue by that matter!)

I had a terrible cinema experience having the emergency backlight and cinema side lights beaming through the room making it virtually impossible to watch the film (especially during dark scenes). The emergency lights in room 5 are like 2 spotlights. Honestly, don't bother going.

On top of that, the popcorn was old and cold, a 'large nachos' (1/4 of a bag) was overpriced, and they didn't have half the drinks we wanted. All that for £22 pounds! Ridiculous.

I then tried to get a member of staff to complain but there was no one to be found (probably left early to go home).

As I couldn't find anyone, I sent a complaint using their online complaint procedure as soon as I got out.

THIS IS WHERE BAD BECOMES ABYSMAL.

No answer or acknowledgement of my complaint. After 1 week, I make another complaint asking if there was any news. Nothing. Sent a third complaint. Nothing.

I then called customer service to ask for an update - to which they blatantly said - "there is nothing we can do".

I then ask them to escalate this to a manager - and the manager comes back to me blaming me for not telling a member of staff on the day. Seriously?!

All you had to do is say - "Sorry for any inconvenience you may have encountered on the day. This is certainly not up to our high standard. Please accept this £10 voucher as way of apology. We hope to see you again soon."

That's it!

Vue - you have now lost a loyal customer who comes to you 4-5 times per year. After this experience, I will certainly never be coming to you again.

Had you been understanding and given me a £10 voucher, I would have ignored the event, and come to you again.

Please teach your staff how to conduct proper customer service or have better customer service procedures!

A past loyal customer - Richard Furlonger

Website glitches are horrible. If you think using website to book is hit and miss, try using a promotional code..... AI (hahahaa) Customer service non existent. Reckon they have 1 operator to deal with whole country. Poor.

They won't refund tickets

I bought 2 x tickets for a movie but had last minute change of plans. Went to the website to cancel the tickets more than 4 hours before the movie (they say you can cancel it up to 3 hours before) but there was no option online at all on my account. Tried to call them but they never answer, hours awaiting. Sent them emails but no reply at all. Unbelievable considering they are such a well renown company. The monetary loss won't break the bank but breaks the TRUST.
DON'T USE VUE!!!!

19th June 2021, Vue cinema Meadowhall, Sheffield, Peter Rabbit 2.

As soon as the movie started, people were swapping seats to better positions & using the closed isles, no safe distancing, no staff checking on this. I went and told a member of staff & he said he’d get someone to check but nothing done!

Ruined a good afternoon out with my kids 😡

They have the worst AI on both phone and website that cannot help with anything and no way of speaking to a real person. Absolutely appaling customer service.

I bought tickets for Michael Ball/Alfie Boe end of March 2020. Because of the lockdown the performance was cancelled. I have been trying since then to get a refund for the tickets. Myvue are hanging on to my money, the excuse being that I paid in cash. I have offered on numerous to give them my card details for a bank transfer but they refuse to do this, and also will not send a cheque to cover the cost of the tickets. There is no excuse they are trying to avoid refunding the money they owe. Disgusting way for a large Company to behave.

In March I bought tickets for Michael Ball and Alfie Boe a live show to be streamed to the Vue Cinema in Cwmbran. Due to COVID this was cancelled.
Since then I have been trying to get a refund for four tickets totalling £39.96 paid in cash.
I have phoned at least 8 times and emailed many more.
Cwmbran refused to refund and I was advised to contact customer services. I sent copies of the tickets and the receipt as requested three times.
Friends who paid with debit cards have received refunds without requesting them but for some reason they won’t refund cash payments.
Very disappointed with Vue and will not be supporting anymore live big screen events. Wish I had paid on my debit card.

Tried to book tickets, logged in and set up the booking. On trying to pay we had a server error. This happened in Firefox and Chrome.
Third time round it accepted I wanted two tickets and the seats were chosen, on review and pay it had reverted to one in the the seat it suggested. Then it logged me out! Cleared cookies and passwords and tried again with the same issue, but either it still had my seat preferences stored or someone else had booked them while I was going back in, although I'd like to know how!

Found our Film and Date, even though a member and having my details, I can not book my tickets on line.
I used Google, and then tried Facebook, tried for ages to reset everything - All FAILED.
Tried Customer Service None, after ages. So forced to drive to the Cinema, to get our Tickets, were I have to pay £1 more per ticket - is this the way to get people back to the Cinema ?

It's horrendous website. First of all, it's pretty slow when fetching available films, show times etc. Secondly, it's very unstable. I've tried latest Chrome, Firefox on PC and Safari on iPhone. All of them end up with an error when I choose the seats and try to proceed to making a payment. Over the years I think I only managed to book online once and been buying my tickets at the cinema. Every year I give it another go and it keeps letting me down again. Keep up the tradition, Vue!

I am really disappointed in Vue cinema. I bought tickets for the streaming of the Andrea Rieu concert before the virus hit. The showing was cancelled but since then, I have not managed to speak to Vue cinemas and they ignore my emails and their formal contact forms. I now think I shall contact Visa for a charge back but Vue would be far better off if they paid back loyal customers in a fair manner. Disgusted by their behaviour!

Vue's website is an utter failure. I tried booking tickets on multiple computers, multiple browsers, multiple days. Every time I was told "SORRY – THERE’S BEEN A PROBLEM". No other explanation. I was told to call their customer service line, but that just keeps you on hold for hours at a time.

The Chief Executive of Vue Cinemas must be made aware of the user unfriendly, complicated and totally stressful on line booking system.
Regarding Vue Cinema at Clifton Centre, York.
This cinema has been converted into a comfortable venue. Whilst the prices remain affordable I shall continue to patronise.
However, the on-line booking system is a highly stressful and complicated chore.
A total disgrace
My message to the Vue MD is 'either instruct your I.T. manager to simplify the on line booking process or seek employment elsewhere'
When you try to phone the help-line you are kept waiting an inordinate length of time.
This demonstrates a total lack of consideration to the customer.
Vue has modernised its Clifton, York site into a highly desirable facility.
Sadly, the on line booking system and customer contact service falls well below expectations.

Website keeps adding child tickets when i try to book online for 2 adults. Tried phoning, tried online chat to no avail. Appalling Customer service.

After paying a fortune for food , vip seats for me and the family a lady during the movie aloud her children to play on the floor under the screen, cartwheels singing dancing you name it . I brought it to a staff members attention with the hopes he would have someone come in to ask them to sit down . No one turned up this went on for the final 40 minutes I emailed twice now and no contact. Extremely bad customer service !

Try getting a refund from Vue when they charge your credit card twice for a single transaction, blood out of a stone comes to mind. Three weeks on, 2.5 hours waiting on the only contact number available and numerous empty promises....

Vue cinemas need to urgently put their customers first. Twice over Xmas we went as a family with their vouchers (only redeemable at their kiosks!!!) only to find they had sold out. It's purely cynical marketing tactics as in doing this they assume you will go and see less popular films instead to raise their overall attendance. It would be effortless for them to allow vouchers to be redeemed online so we could plan and be certain of seats. Then customer experience and loyalty would improve. Stupid company strategy. Hate these kind of firms. Ryanair even worse!!

They took a double payment for star wars on the 20th december but there is no way to speak to anyone to claim the money back, so it cost me nearly £50 for two tickets... surely they must be braking the law by not allowing customers to speak with them and taking extra money.