Faulty sound in cinema - Won't give me refund

AMT2315

Hi

This was at a cinema called the "The Showcase" in Liverpool.

I went to the cinema on Saturday 19th Feb at 19:00 to see a film in 3D with my GF and child.

When we got to our screen I noticed the sound wasn't working as it should be, it just sounded like it had normal speakers like a normal TV, except the screen was alot bigger of course, this was durig the trailers.

I immediately went out and found the nearest person who worked there and he really just couldn't be bothered me "Just wait and it will sort it's self out." and carried on walking away, he was quite rude.

So we waited, the film started, and the sound still wasn't working, the bass & surround sound kept kicking in, then cutting out again, this is not ideal for a cinema experience.

So then my GF went out, missing part of the film to speak to someone, "We'll get someone to look into it for you and resolve it."

Another 15 mins passed and she went back out again, "Sorry about that, we'll restart the film from the beginning in a few mins and have the sound fixed up."

So again, in good faith, we waited and waited, and NOTHING was being done, she went out again because at this point we were fuming, and so was everyone else in that screening room "Sorry we don't do refunds anymore, it's new policy just come in." Anyway, she came back and told us we're leaving which was fair enough, we were both angry.

I spoke to who I thought was the manager, who could only offer us courtesy tickets to come back and see any 3D film when we want, which don't expire, but to be honest I don't want to go back there, the woman who was serving our food was biting her nails and sucking her fingers, who wants that when they buy food? So it was a nightmare from the second we got there (We did politely ask her not to serve us which was resolved fast because someone else served us instead) furthermore, I didn't pay £50 (including food, the 3 tickets were £28) to book in advance for tickets to go whenever I want, or I simply would have just went whenever I wanted, and not Saturday. It's not often the 3 of us can go out together like this, because of our jobs and the child's school.

Anyway, I looked at his badge, and he weren't the Manager, he was the Manager of Training, and he told me he's not authorised to do refunds and I should see the Manager on Monday (Today).

Anyway, we'll go see the Manager tonight, but I wanted to know if anyone could give us advice so we can be prepared for what he might say to us, and how do we make it clear we're not there to negotiate freebies, we just want our money back.

They had a faulty screening which we paid for, why should be rinsed for their faults? We were not warned prior to buying tickets, so surely we must be entitled to a refund? Can they cover the money we spent on food too?

**TL,DR** (Too long, didn't read version)

This was at a cinema called "The Showcase" in Liverpool.

I went to the cinemas, and the sound was faulty, which is not ideal to a cinema experience. Do we have the right to our money back? If so, how do we make it clear to the Manager that we want a refund with no messing around? They said, due to a new policy, they no longer offer refunds.

CynicalScotsman

I would say you getting your money back could be down to wether the cinema restarted the film after you left, possibly. If you left then they restarted after you being told to wait for a re-start then probably no refund for you!

As for food... was the food faulty... did you tell someone it was?

Oliver14

AMT2315 wrote: »

I spoke to who I thought was the manager, who could only offer us courtesy tickets to come back and see any 3D film when we want, which don't expire, .

They have offered you replacement Tickets so now you want more. They do not have to offer you more just because you have decided you now don't like the lady serving popcorn,

You're being pretty unreasonable as they have offered a fair solution and wouldn't blame the manager in withdrawing the original offer.

Esoog

Nothing to do with your problem, but it's a sign of the times you felt you had to include a "too long to read version", your original post was hardly an essay but yet you're probably right that some people can't be arsed to take the 20 seconds it takes to read it!

aheaton46

Oliver14 wrote: »

They have offered you replacement Tickets so now you want more. They do not have to offer you more just because you have decided you now don't like the lady serving popcorn,

You're being pretty unreasonable as they have offered a fair solution and wouldn't blame the manager in withdrawing the original offer.

They don't want 'more'. They want a refund.

They paid to see a film. The cinema were unable to show the film to a satisfactory quality. They complained, more than once, and left early because the problems were not resolved.

They are entitled to a full refund of the ticket costs as the cinema were unable to fulfill their part of the contract. They may be able to get vouchers to cover the cost of food, possibly depends how much had been eaten!

lucylucky

AMT2315 wrote: »

Hi

This was at a cinema called the "The Showcase" in Liverpool.

I went to the cinema on Saturday 19th Feb at 19:00 to see a film in 3D with my GF and child.

When we got to our screen I noticed the sound wasn't working as it should be, it just sounded like it had normal speakers like a normal TV, except the screen was alot bigger of course, this was durig the trailers. Often the sound during trailers is nothing like the main feature

I immediately went out and found the nearest person who worked there and he really just couldn't be bothered me "Just wait and it will sort it's self out." and carried on walking away, he was quite rude. Rude in what way?

So we waited, the film started, and the sound still wasn't working, the bass & surround sound kept kicking in, then cutting out again, this is not ideal for a cinema experience.

So then my GF went out, missing part of the film to speak to someone, "We'll get someone to look into it for you and resolve it."

Another 15 mins passed and she went back out again, "Sorry about that, we'll restart the film from the beginning in a few mins and have the sound fixed up."

So again, in good faith, we waited and waited, and NOTHING was being done, she went out again because at this point we were fuming, and so was everyone else in that screening room No film was being shown at this time? Did other people complain? How do you know they were fuming? "Sorry we don't do refunds anymore, it's new policy just come in." Anyway, she came back and told us we're leaving which was fair enough, we were both angry.

I spoke to who I thought was the manager, who could only offer us courtesy tickets to come back and see any 3D film when we want, which don't expire, but to be honest I don't want to go back there, the woman who was serving our food was biting her nails and sucking her fingers, who wants that when they buy food? So it was a nightmare from the second we got there (We did politely ask her not to serve us which was resolved fast because someone else served us instead) So the food issue was resolved which is good furthermore, I didn't pay £50 (including food, the 3 tickets were £28) to book in advance for tickets to go whenever I want, or I simply would have just went whenever I wanted, and not Saturday. It's not often the 3 of us can go out together like this, because of our jobs and the child's school.

Anyway, I looked at his badge, and he weren't the Manager, he was the Manager of Training, and he told me he's not authorised to do refunds and I should see the Manager on Monday (Today).

Anyway, we'll go see the Manager tonight, but I wanted to know if anyone could give us advice so we can be prepared for what he might say to us, and how do we make it clear we're not there to negotiate freebies, we just want our money back.

They had a faulty screening which we paid for, why should be rinsed for their faults? We were not warned prior to buying tickets, so surely we must be entitled to a refund? Can they cover the money we spent on food too?

**TL,DR** (Too long, didn't read version)

This was at a cinema called "The Showcase" in Liverpool.

I went to the cinemas, and the sound was faulty, which is not ideal to a cinema experience. Do we have the right to our money back? If so, how do we make it clear to the Manager that we want a refund with no messing around? They said, due to a new policy, they no longer offer refunds.

Did they restart the film at any point?

You might be on a sticky wicket if you pointed out the problem, and they then rectified it but you had left.

There is no harm in asking for your money back for the price of the tickets though

AMT2315

We knew other people were fuming because the sound got so bad we coul hear everyone talkin talking, we were evn exchanging comments with eachother at some points because we couldn't help but comment to eachother and hear everyone's comments.

I'm not saying the trailer quality should be good, I just said we noticed it during the trailers, and the film quality was just as bad as the trailer quality.

Thanks for the replies guys, what can I say to the Manager when I see him today? We didn't go last night because of work, and he left, he there tonight after 6pm until it closes.

lucylucky

AMT2315 wrote: »

We knew other people were fuming because the sound got so bad we coul hear everyone talkin talking, we were evn exchanging comments with eachother at some points because we couldn't help but comment to eachother and hear everyone's comments.

I'm not saying the trailer quality should be good, I just said we noticed it during the trailers, and the film quality was just as bad as the trailer quality.

Thanks for the replies guys, what can I say to the Manager when I see him today? We didn't go last night because of work, and he left, he there tonight after 6pm until it closes.

What do you want to say?

Do you know of anyone else that complained?

paddyrg

You were right to complain. You are owed a refund, not just replacement seats assuming you did not stay to the end of the film. You cannot expect a refund of your ghastly cinema 'food', in general. Many cinemas would refund AND issue comps as a goodwill sign - it doesn't cost them anything material to do so, and they hope you will at least buy more popcorn second time.