The Light Reviews 

I want to express my deep disappointment—not just with the experience my party of four and I had during our visit to the Banbury cinema on Sunday, 17th November, but also with the complete lack of response to my complaint. I have emailed the cinema on at least two occasions since our visit, yet both communications have been ignored.

The Issue
We had booked tickets for a screening of Kiss Me Kate, only to find that an elderly couple had already been given our seats. After some confusion, it became clear that they had booked weeks prior, but due to a screen change after their booking, the system had double-booked the same seats.

The staff on duty seemed unprepared to handle the situation. With no resolution offered, we attempted to sit elsewhere—only to be met with further confusion as other customers also claimed those seats. The result? Our group had to split up, the atmosphere became tense, and the experience was completely soured. This was an embarrassing, frustrating, and entirely avoidable scenario.

Additional Service Issues
Before even entering the screen, I encountered another issue at the concessions stand. I ordered two coffees, yet somehow my order was “lost.” This led to a 10-minute delay, during which other customers were being served ahead of me. While this might seem minor, it added to the overall sense of disorganisation and poor service.

Lack of Resolution & Poor Customer Care
What makes this situation worse is the fact that I took the time to raise my concerns via email, only to be completely ignored. It’s disappointing when a business not only fails to deliver a smooth customer experience but also disregards any opportunity to address the issue afterward.

Final Thoughts
This experience has made me seriously reconsider visiting this cinema again. The lack of staff training, poor customer service, and failure to acknowledge complaints do not reflect the standards one would expect. I sincerely hope management takes these concerns seriously and implements necessary improvements.

Update: I was once again asked here to send details of this complaint to the help email address which I did on 23 March expecting a quick response as the complaint has already been flagged up here. I am still waiting for a response to this email despite being asked to send it again. It would appear that this email address isn’t being monitored at best, and at worst, emails are just being ignored. What is the value in them replying here on Trust Pilot but then choosing to completely ignore the complaint when their instruction to send an email is acted on?? They say that their help desk team typically responds within 6 hours and yet here I am 1,080 hours later without a single response.

We loved everything about our visit! It was my Son's 13th birthday party - he and 4 friends. They're all into darts now (thanks Luke Littler!) and they've been excited about the party for weeks. The shuffleboard was a brilliant game too - they really enjoyed it - and then loved the darts! The drinks were great, a few arcade games to start with too. The gentleman who looked after us was wonderful - really explained each game, and was very nice. Thank you! We'll be back soon.

Poor customer service !! Banbury branch so disappointing .. this is directed at management on duty on 18th January in the evening!

I am writing to share my recent experience at your cinema during the 19:10 showing of Mufasa.
While I generally enjoy visiting your cinema, I felt disappointed with the level of customer service during my visit.

I purchased standard tickets online but inquired at the counter about upgrading to recliner seats, which was kindly accommodated. However, when we were assigned seats, they were placed at the edge of the row. As the movie had already started and there were many available seats in the center of the cinema, I politely asked if we could be moved to more central seats for a better viewing experience. The staff member denied this request, stating that all the other seats were taken. Unfortunately, this was not accurate, as there were only two other people sitting in our row.

Considering the cost of tickets and refreshments—£60 for the evening—I expected a more respectful and accommodating approach from the staff, particularly as the auditorium was not at capacity.

I would appreciate it if you could address this matter with your team to ensure a more customer-focused experience in the future.

i have been multiple times and have enjoyed my experiences.however i went with my friends and the movie hadn’t even started and neither had the film. the was about 4 other people in the cinema (this is excluding my group of friends) and a family was in front of me and a dad told me to get of my phone and stop talking to my friends bearing in mind, we had just stat down . i understand completely if it was during the film but the adverts had even started yet…i will be honest it ruined the trip. i felt i wasn’t able to enjoy myself with my friends. i had already had a terrible week and this put the cherry on the cake. alas the staff were great and always nice and welcoming this has nothing to do with the staff at all they were great.

The customer service is shocking! I emailed to ask regarding the memberships and the gift cards as the one thing my son wanted with his Christmas money was a annual cinema pass, I was advised by Veronica the monthly contract was not possible as a contract holder needs to be 18+ ( this is understandable ) , I was asked if I could sign up on behalf of him as I am over 18 and told no , no further explanation so I then asked if there was any further possible way around this , again just refused with no further help offered. I thought this to be quite rude but as it was Boxing day thought Id wait a day and ask for further help on the live chat instead, the lady on the chat Izzy started the conversation without even greeting me , she looked into my emails without asking how I could be helped and straight away messaged to say " a membership contract needs to be 18+ " when I advised I already knew this as it has been sent to me in emails and that my question was regarding the gift certificates instead I was just again told no because membership holders need to be 18+. I told Izzy thought I thought her customer service and her colleague to be quite rude and abrupt and was told she was sorry and would feed this back. I will be taking my business elsewhere in future

Ther ewas an event on which we were not told about.
They would not serve us alchohol or soft drinks and we
were kicked off five minutes early from bowling

Beware of using gift cards with the light. I had a gift card for Christmas which had a reasonable amount on it - £25 to be exact.
I went in to check the expiry date on the card and was told that it had expired as they only have 12 month life, but local staff seemed to believe that for Christmas gift cards this was 2 years like many other retail organisations.
I was asked to contact the central help desk team to explain why I had not used it. I sent a response, as it has been a particularly bad year and waited for a reply . What I got was an out right ‘no’ which I can’t understand as they already have the money.
I know of other retail organisations who would either extend the life of the card or provide an alternative in such circumstances. The light have taken the money and that’s it, which I find an appalling way to operate.
I asked is they were going to donate the balance to charity, if they would not help me, but I have had no response at all.
Don’t bother with gift cards from this company.

First time we’d ever sat down before a film and ate food here. At The Light in Stockport
The food is top class!!
Great guys in the Food stall and behind the bar too.

I signed up for the myLight Premiere membership and I thought it was good value. I saw way more films at the cinema in a month than I would have otherwise.

It would have been nice to have something like a drink or popcorn included in the membership at least once or twice a month though.

Had my 9th daughters birthday party(bowling and karaoke)this Sunday 20th October.Very pleased with everything,my daughter had the best day ever,all the children had fun.

Big thumbs up for Zack,our host who was very attentive and helpful.We will definitely come back!

I had tickets booked for the Light Cinema with my partner, however we fancied a bite to eat & drink beforehand so booked a table. Unfortunately we got held up & were due to arrive with very little time to eat before the film was due to start. I called & asked a friend to pop into the Light (as they work next door) & ask the staff if we would indeed have enough time. She spoke to the manager on duty that night Lou - & explained the situation, Lou was Fab & she went above & beyond for us. She got my friend to call us back & take our food order over the phone, so she could make sure it was ready for us as soon as we arrived! Which it was!!!!
She then gave us the option to take it into the screen with us so that we didn’t have to rush it or miss some of the film. I cannot fault it - Absolutely Fabulous - Thank you Lou!

Discrimination against customers who want to pay with legal tender of cash.
I will not be coming back.

AS YOU CAN SEE FROM THE RESPONSE BELOW - THE LIGHT CINEMAS CHOICE TO LIAISE PRIVATELY VIA EMAIL....

HOWEVER. I received NOTHING! So a week ago I messaged them with the full story again. I received an email stating to 'bear with them and they would "get something out to me" (?) in the next 24 hours.
.....
A week went by - and yesterday I sent another email stating this - nothing as yet.

Not sure if it's part of some sort of strategy. I will update if I get a response...or find the name of someone at the company who I can go direct to. Automated company - but at least one real person saying they are passing things on.

Original post on here.....I went with a friend to The Light in Sheffield on Tuesday 3rd September, to see ALIEN: ROMULUS.

I went to the toilets during the trailers before the film started. On returning to Screen One; I walked straight into a wall - did not notice any floor lights!

Through the black door, two steps across a black floor and walked nose first into a black wall. I went out to look for staff who did take a picture of my injured nose, blood all down my arms dripping on the floor. They did administer first aid and offered a refund so I could come back another time. They took details from me - we decided to stay to watch the film which finished at 7pm. Guess what? On leaving - the floor lights along the wall and around the corner were DEFINITELY ON.

I went to an NHS Minor Injuries Unit yesterday, Wednesday, who inspected my nose but it's too swollen to do anything. I have an appointment as they wanted me back - with Ear, Nose & Throat at the hospital on the 13th.

Fancy having a wall inside a doorway right infront of you and an immediate turn to the right and the floor lights did not appear to be on.

I'm in a lot of pain and my face is a mess.

Would not wish this experience on anyone else.

Tried to find a contact number for a head office, or an email address; but everything appears to be geared towards members and membership. So thought I'd leave a review on here.

refused entry for my son to a 15 rated film saying anyone appearing under 21 needs to show ID, then refused to issue either a credit or refund for the tickets, which we quite clearly could no longer use.

Shocking experience after refused entry for not having ID, ruined anniversary . Will not use thetford cinema again - jobsworth manager with complex.

The Light Addlestone
Lovely seats.
Kept well cleaned.
Nice that you get free parking too

Visited The Light in Bradford on Friday 26th July with husband and teenage children age 15 and 17. We were watching a 15 rated film. Was asked by member of staff how old my children were, told her and was asked for proof of ID for 15 year old. We visited the same cinema on 26th May to see Mad Max. On that occasion I took my son’s passport as proof of ID and was not asked to prove his age. This time I did not take my son’s passport and was asked for ID. The cinema set a precedent by not asking for ID the first time we visited with him to watch a 15 rated film. The member of staff was
exceptionally rude when asking for the ID, she dealt with it terribly and I strongly suggest customer service training for staff at this cinema. Luckily I had a photo of my son’s passport so we did get to see the film. I emailed the cinema to ask them to apply rules consistently and to point out that we’d already been to the cinema once before and not been asked for proof of age and received a very strange reply referencing a film we did not go to see (Deadpool, no thanks) and that this film was the reason they were being stricter. We won’t be visiting the cinema again. It’s in a city which is crying out for people to spend money there, but we will go to a nearby bigger city to an alternative chain in the future. I’m not paying £40 for a family a 4 to be spoken to rudely. I’ve since discussed this with family and friends who will now also not be visiting this cinema.
There are plenty of other cinemas available.

Response to the comment left by the cinema. If it’s a requirement that ID is checked then it should have been checked when we visited to watch Mad Max. Failure to check ID on that occasion led to us believing that my son wouldn’t have his ID checked when we visited on Friday. Until the cinema get that issue rather than parroting out the same line re ID being mentioned when you book, the cinema will not have our custom. If they can’t grasp the basic concept of precedent, then there’s no hope for it as a business.

Absolutely diabolical. Booked online charged my bank and no booking when we arrived. Had to pay again, and told that the payment would not be taken from our bank. Over a week later and the payment still pending in our bank £60 we can’t use to buy groceries.

The manager at redhill told us that she does not have a phone number for head office, they can only contact their own head office by email

Avoid at all costs, totally untrustworthy, irresponsible retailer

So it takes 48 hours to respond to this and still can’t provide a phone number only an email address - this company is not to be trusted.

The light is amazing been twice.
Defiently going back to watch Paddington and despicable with my daughter
Loved it