Review Time
I attended a 7pm show on Sunday and encountered one of the most frustrating customer service experiences at a cinema. Just before the film, I purchased two large popcorns and a large drink. When the staff handed me the drink, it felt unusually light. I opened the lid right at the counter to find it filled to only about 75% – certainly not a full large drink. When I politely requested the staff member to fill it properly, she declined, stating they were instructed to fill drinks only “to that level” if a customer opts out of ice. I had paid full price, yet I was receiving less product simply because I didn’t want ice? This is completely unreasonable. The refusal to rectify the situation and the lack of apology were truly shocking. It felt as though I was being intentionally short-changed for something I had paid full price for. Such behavior is highly unprofessional and left a very negative impression.
I attended a 7pm show on Sunday and faced one of the most frustrating customer service experiences at a cinema. Just before the film, I bought two large popcorns and a large drink. When the staff handed me the drink, it felt unusually light. I opened the lid right at the counter to find it filled to only about 75% – certainly not a full large drink. When I politely requested the staff member to fill it properly, she declined, stating they were instructed to fill drinks only “to that level” if a customer opts out of ice. I had paid full price, yet I was receiving less product simply because I didn’t want ice? This is completely unreasonable. The refusal to rectify the situation and the lack of apology were truly shocking. It felt as though I was being intentionally short-changed for something I had paid full price for. Such behavior is highly unprofessional and left a very negative impression.
The film was fantastic, but we were freezing. We wore thick coats and sweaters, as you would in December, and it was so cold you could see our breath. When we complained, we were told some people find it too hot! We won't be returning during colder weather!
My daughter and her friends visited the cinema to see a 15 certificate film. They all had various forms of ID, yet two of them, including my daughter, were turned away. After some confusion, she was finally allowed in but had to buy a large drink because there were no small cups. She later found out that others with the same ID had received posters from the staff, while she was overlooked. Although they enjoyed the film, the poor treatment from the staff marred their experience.
Why is the advertising projected brightly while the actual film is so dim that you need night vision goggles to see it? It seems the cinema is cutting costs on energy bills at the expense of the viewer experience. I suggest investing in a large TV and enjoying movies at home instead.
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The Light Cinemas Ltd. The cinema chain offers mainstream and independent films in a premium environment, with standard cinema ticket prices.
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