Review Time
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.
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...
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.
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.
I am deeply dissatisfied with my recent experience booking and attending the double feature event — and even more frustrated with how the company has addressed my complaint. My partner and I attempted to book tickets from 7:30am on the release day. The company’s website kept crashing on various devices, listings wouldn’t load, and our local venue never appeared as an option. With the company advertising that the double bill was in “selected cinemas,” we assumed our local venue simply wasn’t included. After an hour of unsuccessful attempts, we finally secured seats at a venue over an hour’s drive away, believing it was our only choice. On the day of the showing, we discovered that three screenings at our local venue had been available all along, but never showed during the chaotic booking period. We learned this while seated in the distant venue, far too late to change our plans. To make things worse, the experience at the distant venue was terrible. We were placed in a cramped, cold screen with outdated, uncomfortable, non-reclining seats, which were wholly unsuitable for a six-hour event. There was no ambiance, no effort to celebrate the occasion, and the venue felt neglected (including an out-of-order disabled toilet and a lift that couldn’t access the main facilities). Images of the distant venue — sourced from the company’s own uploads — displayed wide recliner seating, adding to the confusion when the website was malfunctioning. We chose the company specifically for comfortable recliner seating. Had we known the distant venue lacked them, we would have sought alternatives. I presented all of this clearly to the company, including screenshots, timelines, and proof of the booking issues. In response, I received a series of dismissive, templated emails that continually shifted the blame onto us — suggesting we should have somehow “re-booked” when our local venue wasn’t an option until minutes before the film started. Even after escalating the issue, I was informed that the company would not provide any compensation for: the tickets, the unnecessary lengthy journey, or the completely unsuitable seating for a long event. The tone in the responses indicated that the company is not interested in accepting responsibility, even when their systems fail and customers make decisions based on incomplete or misleading information. For a company that claims to prioritize customer experience, this situation has demonstrated the complete opposite. We paid for a premium event, endured an uncomfortable six hours, traveled much further than necessary, and received nothing but blame in return. I would not trust the company’s booking system again — and regrettably, I would not trust their customer service either.
I attended a showing of a popular film at a local cinema. The temperature in the auditorium was absolutely freezing. My friend and I were bundled up in coats and scarves, and others around us were similarly dressed. It really detracted from our enjoyment of the film. Initially, I thought it might have been a one-off issue, but my adult daughter visited recently and reported the same freezing conditions. There were no signs indicating that there were heating problems.
I raised concerns with customer service about dirty seating and issues with rattling speakers during the film. The response from customer service was dismissive, denying any problems with the sound and only acknowledging that the seats needed cleaning. I felt completely disregarded and received no compensation or apology. Very rude.
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