Cineworld tickets

LukeyDuke100

I booked 4 x tickets to see a film at Cineworld. When we arrived for the 12.30 showing on Saturday, it transpired that I had booked tickets for the previous day (menopausal brain ). The guy on the tickets said that he couldn't let us in to that days showing (same time 12.30) and that we could speak to any member of staff who would help.
We spoke with another staff member who advised we needed to e-mail customer services. When I asked if the issue would be resolved today, she said all I could do was purchase tickets again and follow up with customer services. Stupidly I did this.
When I completed the contact form to customer services the response provided their policy re no refunds for cancellations. It therefore cost me nearly £100 for us to see the film. When we did go into the cinema, there were only half a dozen other customers. In my opinion, common sense and basic customer service would have allowed us to use the tickets for the Saturday screening.
I know this was my mistake, but my frustrations are : 
cinema staff could / should have advised me of no refund policy. I then would not have purchased more tickets. 
Faceless / corporate response = daylight robbery!
Has anyone had similar experience and a more positive outcome? 
Any advice appreciated 

CliveOfIndia

I'm not sure you have much of a leg to stand on, unfortunately.  The oversight was your fault (I absolutely don't mean that nastily, just an impartial assessment of the facts).

According to their website you can cancel a booking and get a refund up to 2 hours before a performance - which obviously is not applicable in this case.  Did you book the original tickets online?  If so, you can't really argue that you were unaware of their refund policy.

Now, I'm with you 100% that perhaps common sense should have prevailed, and they could have let you in if there were plenty of available seats.  But I'm guessing the front-of-house staff were just doing as they're told and following company policy.

So legally, you have no legitimate complaint at all.  Might be worth getting hold of customer services again, explain the situation, see whether they may offer a goodwill gesture in the form of vouchers or something?

Pollycat

LukeyDuke100 said:

I booked 4 x tickets to see a film at Cineworld. When we arrived for the 12.30 showing on Saturday, it transpired that I had booked tickets for the previous day (menopausal brain ). The guy on the tickets said that he couldn't let us in to that days showing (same time 12.30) and that we could speak to any member of staff who would help.
We spoke with another staff member who advised we needed to e-mail customer services. When I asked if the issue would be resolved today, she said all I could do was purchase tickets again and follow up with customer services. Stupidly I did this.
When I completed the contact form to customer services the response provided their policy re no refunds for cancellations. It therefore cost me nearly £100 for us to see the film. When we did go into the cinema, there were only half a dozen other customers. In my opinion, common sense and basic customer service would have allowed us to use the tickets for the Saturday screening.
I know this was my mistake, but my frustrations are : 
cinema staff could / should have advised me of no refund policy. I then would not have purchased more tickets. 
Faceless / corporate response = daylight robbery!
Has anyone had similar experience and a more positive outcome? 
Any advice appreciated 

In fairness, you were probably dealing with staff on minimum wage who didn't have the authority to allow someone in who hadn't paid for that specific showing.