Cineworld - Long Long Story

Trafficcone

Having MASSIVE problems with Cineworld, I will post a copy of my complaint letter rather than go through everything again.

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I am writing to highlight the experience that I have had with Cineworld Dundee and the what has turned out to be arduous task of getting an unlimited card.

Myself and my partner attended the cinema on the 23/03/07 and signed up for the unlimited card, we are huge film fans and this card offered good value for money for us, we filled in the form with a manager as the staff were busy, paid for the first month and got the temporary cards.

A month later the cards had run out and the full cards were not through, I called the unlimited line to enquire and was advised the cards had been sent out on the 16/04/07. We waited for the cards and eventually mine arrived, my partners did not, we called a week later to be told they now had no record of her application and that we should speak to the cinema, we attended the cinema and spoke to the duty manager who advised that all of the documents had been sent, but as her card had run out we would not be allowed to use it, after a long discussion we were allocated a free ticket with the warning that this would not happen again and that we should call the helpline again as it was their issue.

Another call to the helpline ended in being told to go to the cinema as it was their issue if the unlimited line had not received the paperwork. Once again we attended the cinema, to be told it had been sent and that there was nothing that they could do. We paid for a ticket for my partner on this occasion as the manager refused to issue a ticket.

I called the helpline yet again and spoke to an agent who listened to the problem and advised that she would issue a letter of authority to us while they investigated the problem (letter is attached), it would run for 6 weeks and during that time we would have access to the cinema, happy that finally we had some form of resolution we attended the cinema last night 28/05/07 at 21:00, we handed over the letter, and once again a manager was called.

The manager read the letter and then asked a member of staff to look in the back office, low and behold there was my partners application, having never been sent off as apparently it was missing a signature, we were told as they now knew what was happened to the card, the letter of authority would not stand, we would not be allowed access unless we paid, and we were not to be given the letter back, i was furious with this as we had been issued the letter for 6 weeks by Cineworld as some form of compensation, less than 48 hours later it was being refused and retracted.

I was told that despite the fact the manager agreed it was the cinema's fault and we had spent considerable time trying to rectify the situation she was unwilling to allow us access, she explained that we had got what we had paid for, and even a free ticket, and that unless we signed up and paid again she was not going to allow us to go in free. We explained that as the letter was sent as a form of compensation that it should stand, but the manager was adamant that she would not hand the letter back to us, she asked what film we were there to see and then advised us that she could not issue a free ticket for that film, and we could see another film, despite the fact the other films had been running for some time.

We again expressed our concern at the issue that this letter had been issued to us for access, and it was being refused. The manager eventually conceded to allow a free ticket, and stated that she would call the helpline the next day to advise them the situation was resolved.

We were now late for the film and missed the opening but decided that we would stay for the rest of the film.

This morning I called the helpline and spoke to the supervisor on duty Helen, she agreed that the manager should never have removed the letter from us as it was issued from them as a agent of the cinema, and that if she had any concerns she could have called them to clarify the situation, she apologised for the situation and advised she would contact the cinema, half an hour later Helen called back after speaking to the same manager we had less than a day ago, she advised that the manager should not have removed the letter, but should have re-signed my partner up without payment as they could have added it onto my direct debit as i was paying for both cards. Helen stated that the manager had asked for our phone number to offer her apology but Helen had advised she would give an apology.

The solution? To sign up again next visit and they will issue a new card!

I advised Helen that I was not satisfied, we had gone to considerable effort to resolve this situation, and all along the form was sitting in the office. I feel that we have not been treated as valued customers, we have been passed back and forth due to a severe lack of communication, departments blaming each other and at no point were any of our concerns addressed.

I feel that we have been subjected to an appalling lack of customer service and have been stopped from using a service which we had signed up for in good faith.The manager of the cinema should have had the power, authority and willingness to try and resolve the situation that presented her, especially when I advised to what lengths we had gone to to try and find a solution.

All of this to go to the cinema to see a film? Should this really have been so difficult?

It is my opinion that we should be compensated for our effort, time, and the lack of communication and customer service that we have been subjected to.
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That was emailed on the 30th May 2007, got an email back 3 days later saying that they would investigate and respond, 5 days ago I emailed again, no response, so today I called their customer service an 0870 number, they close at 1730 so i called 1710, at 1723 I was put on hold, at 1800 (half an hour after they close) I was still on hold, so i hung up and called the Cineworld Unlimited line, they advised that they knew of the agent I spoke to and there had been issues, but as it was after 1730 no-one in Customer services was in to take the call, but they agreed that the service was appalling, So in the end I called the corporate HQ of cineworld, I was again advised that the service had been appalling and that I should call again in the morning and they would put me through to the director of customer service.

So my question now is what do I ask for in compensation?

Certainly the 60 minutes for the 0870 number
Petrol & Taxi costs to and from the cinema
Phone costs for the numerous calls to helpline

But what else?

Has anyone ever had this problem with Cineworld?

Thanks

Gordon

Broke_Student

Trafficcone wrote: »

Has anyone ever had this problem with Cineworld?

I doubt anyone has ever had THAT same problem with Cineworld before lol...

Anyway, I would ask for a part refund or extension to both memberships to compensate for the period of time you could not use them properly.
Also ask for an explanation for the fact that the manager told you the forms were sent off but they were later found in his office. Also asked why he told you that you needed to pay again. This should hopefully lead to some sort of internal disciplinary measure for the manager is someone sees that they are no good at their job.

cheekyweegit

Hiya,

I'm in Dundee too and I never really use cineworld as like you I find the service a lot to be desired at times and it's very expensive to go there in the first place.

Anyway, as far as getting things resolved, and claiming your money back, you really need some kind of proof such as receipts for the taxi's to and from the cinema, or a letter from the taxi firm confirming you booked a taxi to take you from x to y and the cost was z.

If you can get an itemised phone bill, this would also help to show as proof of just what you had done to try and get things resolved.

Document everything, from letters to phone calls in a list and how long it has taken you to do and see how you get on.

The combination of these should help you to get something back although they might just dig their heels in and try and ignore you again, but persist.

As far as a card for your partner - why don't you use the orange Wednesdays where you could go on your unlimited card if you had one for there and take your partner free, by doing this all you are charged for the second person is 35p for the text code to get you in. I think you can do this at Cineworld too, thus eliminating the need for a second card.

I use orange Wednesdays at the Odeon and I've never been turned down yet.

Good luck and let us know how you get on.

dangeroussports

Is the popcorn or drinks cheaper if you have cineworld pass?

DjP

Orange Wednesday at cineworld - I questioned Martin (our god) on this - and he said it was possible with an unlimited card - BUT I doubt any one has done it - or successfully more than once ... as I have asked people to report back - but noone has

Cheaper popcorn - yes and no ... they have offers - tend to be one on most the imte - at the moment it's free popcorn if you buy a drink


x

juno

I did the orange wednesday thing with my bf's unlimited card once and it worked