Vue Reviews 

Use Vue in Basingstoke , staff really helpful. Area are all clean and good disabled access 🌞

Went for my birthday and I was shocked how expensive everything was specially the snacks cost £71 just for snacks there were 3 of us and we asked for two popcorn and 2 drinks and the guy recommended a better deal to save us money but it was still a rip off, I wouldn’t personally recommend as you’re better off watching movies at home on a big screen television which most have now days total we spent £100 when we could have had a proper meal in a restaurant, no wonder most people don’t want to go to a cinema to expensive and food prices are ridiculous

VueHelp are the WORST Customer Service EVER!

Me: "Hi, if I buy a ticket through Cinema Society, which is currently £6.33 for Printworks, how much is the current uplift for IMAX, please?"

Vue: "Hi there,

Thanks for getting in touch with Vue.

We are unable to confirm the exact amount. After purchasing the codes, you will need to enter the code into the system. The system will then state the exact amount required for the upgrade.

Thanks,
Zee"

Me: "Hi, I'm only asking for ballpark figures because I know the prices in the IMAX seats can vary, but you gave me a rough price in Jan 2024, so I'm asking for the latest, please."

Vue: "Hi there,

Thank you for contacting Vue.

Kindly note, Cinema Society sells different voucher codes and these codes have different usage terms.

Also note, these codes are distributed by VUE PASS which is a different company from VUE Cinemas therefore, we can only check the codes usage and payable up-grade once we have the codes as different types of codes require different up-grade amounts.

We apologise that we are unable to provide you with a direct answer however, you are welcome to refer to VUE PASS which is the voucher provider.

Thanks,
Lolla"

I asked Vue Pass, given that there are various tiers of prices at Vue IMAX: "I’ve tested all tiers and the uplift fee was £5 including the booking fee."

I bought the tickets and was charged £10 uplift per ticket.

I asked Vue Pass for a refund. They told me: "We didn't process the payment s we can't help with a refund.", and they sent me back to VueHelp.

Vue: "Hi Dom,

As per the voucher codes you have purchased, this is the upgrade fee for an IMAX screening per seat, and as we can see, you have booked for the regular seats.

Partner Tkt 34 Regular10.00
Partner Tkt 34 Saver7.50
Partner Tkt 34 SupSav5.00

Thanks,
AB"

Me: "As per my message above, Vue Pass told me ALL tiers were £5.00. It would help if I could send you the email so you can see what they've said in response to my specific questions AND their apology. As they are on behalf of Vue and YOU (Vuehelp) have told me to go to them to get an answer to the question you REFUSED to answer, that is my complaint. This could take you a very short time to resolve, or we can go the long complaint route."

Vue: "Hi Dom,

Thank you for contacting Vue.

Kindly note, the incorrect information was provided to you by VUE PASS which is a different company from VUE Cinemas.

Had you contacted our VUE Cinema customer service teams we would have provided you with the correct information. Because you were not provided the incorrect information from us, we cannot compensate you on our end. Please request this from VUE PASS.

As for your voucher codes, we have confirmed what the up-grade fee totals are for each type of seat. You are welcome to self-refund your booking and the vouchers will be reinstated to be re-used till their expiration date and the up-grade fees refunded to your account. Thereafter, you can use the vouchers to book the cheapest red Super-Saver seats which require a 5 pound up-grade fee.

There is nothing more we can do on this occasion as we as the VUE Cinemas customer service team has provided you with accurate information.

Thanks,
Lolla"

Me: "Lolla, I asked YOU for the information. YOU REFUSED TO GIVE IT TO ME AND TOLD ME TO GO TO VUE PASS!

Between the two of you, none of you knows what you're doing, and you just blame the customer. This is disgusting."

And still they refuse the £10.00 partial refund, and to get a manager like I've asked, and also to tell me how to complain. So, here I am.

Went to Cribbs Causeway, Bristol Vue, and found that walk in prices are more expensive than booking. Couldn't see anywhere on the website that stated that for Epic screening. Contacted customer support who told me it was basically my fault for not having read the terms and conditions in the "Legal" section at the very bottom of the website.
Do they honestly believe that people are reading the terms when all they want to do is check what time the film is on? Particularly when they've hidden them away.

It's already ridiculous that they have different pricing for different seats, but charging extra if you don't book is just adding insult to injury.

Absolute joke. And their customer service do not give a shit about your complaint.

Went to watch Hoppers with the kids at Vue Dagenham. Great film. We really enjoyed it. Experience was dissatisfying from the staff behind the counter. No smile, no courtesy not even a thank you after spending over £50 on snacks. Really poor customer service. Its like they're under duress and don't want to be there. I told the kids, we won't be going there again and in future will be downloading films from torrent sites.

we had booked for a screening at Harrow Cinema for Saturday 28th Feb 26. We were seated inside the cinema for 15 mins+ when we were informed that the screening was cancelled. This was known to Vue a few days prior to the screening so we wated a full evening travelling to/from Harrow. The email to inform us about cancelled screening came 3 days after the screening date. We had paid through a voucher so could not get a refund and Vue CS did not rebook for us either. The staff were extremely unhelpful and touching to being rude. I did not only waste my evening but robbed me of my money too. This is day light robbery by a company so big. What more can I say!! I wish there was a ombudsman I can go to...hey took my money and

**MOUSE on screns**
I read the comments a while ago and it's clear that the problem with *mouse* has been with you for a long time. After that, I saw *mouse* there. I was sick of eating popcorn and everything.

I recently attended Epic: Elvis Presley in Concert at Vue Cinema Reading – The Oracle, and the experience was extremely disappointing.

For a concert-style presentation celebrating Elvis Presley, you would expect high-quality audio to recreate the atmosphere of a live performance. Unfortunately, the sound quality was very poor, which completely undermined the purpose of the event and significantly detracted from the overall experience.

I raised the issue with staff at the cinema at the time and was advised to contact customer services. I subsequently emailed to explain the problem and request a refund. However, I received a response from a representative named “Asha” stating that no complaint had been received and that a refund would not be issued.

This response was particularly frustrating given that I had followed the process I was instructed to take. The combination of poor presentation quality and dismissive customer service has left me extremely dissatisfied.

Experiences like this unfortunately contribute to the declining number of cinema-goers. When customers pay for a premium event and receive a substandard experience with little willingness to resolve the issue, it inevitably discourages them from returning.

Overall, this was a very disappointing experience, both in terms of the event itself and the way the complaint was handled.

We went for Indian language cinema specifically say Kollywood movie "Jailer" acting Rajnikanth & Mohanlal with film's running time itself or the length of movie only 2.48 hours and around 2.45 pm show in Vue Northampton with family on 19/8/23 and entered the car details for registering free parking. On 6/10/23 from GroupNexus letter pad with Parking Charge Ref. No. with Sol.NN1 on it and the photos of our car showing number plates and we still are using that car and from Parkingchargepayment £60 parking fee penalty to sent us by post. They charged £61.50 from us on 11/10/23 from our bank account. But they didn't send us letter or email of proof such as receipt of money they taken. We have only our bank details for payment of money. There is proof in our bank details. Also We still kept years back the copy of this parking penalty fine letter with us and mentioned clearly the details in the letter here to prove the genuineness and trustworthiness of this review. Because we needed genuine reviews to help others. But the problem is Vue Northampton has only 3 hours free parking not like Odeon and cineworld has 4 hours free parking. For Indian language movie like Bollywood, Mollywood the running time of movie itself comes 2.45-3.0 hours. Then starting advertisements and interval time altogether its coming to 3.15-3.30. To solve this problem the management makes agreements with parking company for 4 hours free parking. Otherwise the cinema viewers has to pay parking charges. So for Indian language movie viewers it is like a paid parking. So when you watch Indian language movie Bollywood, Mollywood to watch there be careful about the time for not getting parking fee penalty notice. So unnecessarily waste £61.50 for parking penalty fine and use that earned hardworking precious money for feeding our family. Always careful about parking time and going time. If more than 3 hours you must pay parking charges before going out.
I don't know it will come online or when will goes offline or removed. But I don't care and put genuine experience on online platforms to get awareness of these things. But bad experience in life is a very good lesson for us.
Anyway in our life we never go to any movies there anymore. Because "A scalded cat fears cold water ".
3 years back we think October 2023 We put this incident as review in Trustpilot. But they taken it offline and removed nearly a week ago because they doubt the genuineness and trustworthiness of that review. That's we are writing another review. Because We want to give some awareness to others to help not to lose their earned hardworking valuable money unnecessarily. we don't know what's going to happen this review and when it will goes offline and removed. We don't know this review will come within their "Community guidelines"?.

like going to cinema as a family with my kids, usually we go to the showcase cinema but this weekended we decided lets try the vue for a change

we went in and the staff were nice and everything, but god the seats! they're so uncomfortable. i wont go back based on that alone.

Well what an absolute JOKE is all I can say. I pre ordered two expensive tickets for the ultra lux seats for showing of Scream 7 at Basingstoke venue with the hope to pick up some merch on the day of the Ghostface cup and Popcorn bucket! Only to be told by the staff member that all the merch was SOLD OUT on only day two of the screening!!! Me and many other viewers were left disappointed! Why is there so little merch for such a high in demand item and how is it sold out in such a quick time?!?! I urge everyone to use a different cinema next time such as odeon or showcase!! The customer service response was an absolute waste of time too! You've lost a loyal customer over this!

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.

Looking by these reviews Vue clearly could not care about customer service. Evoucher validated but would not accept to book so had to pay again for a ticket to secure seats! Tried to get refunded but no tell no or email jusy a stupid chatbot which was useless. No doubt the staff will direct to the useless website. DESIGNED TO TAKE YOUR MONEY BUT DON'T WANT TO BE CONTACTED IF YOU HAVE AN ISSUE OR NEED A REFUND. disgraceful practices UPDATE thankfully the manager and staff were very good and refunded pending processing. Can't fault them but Vues use of chatbots and no contact is crap

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...

We had bad experience people behind made us feel uncomfortable not one staff member checked while the movie was ongoing one staff was just watching the movie manager wasnt bothered when we told her how upset we were that we never used to have this happen she brushed it off saying we should have gone to tell them in first instance

so horrible, unhelpful and never answer your questions or even try and help you

Customer service is abysmal. We had tickets booked for Vue Purley Way Croydon. We booked child care and when we turned up at the venue it had been closed all day due to a police incident. I understand this is out of Vue's control but they had nearly 24 hours to notify us that it was closed and they had our booking details.

When I complained they refunded my tickets (this was not done automatically) but didn't even offer a goodwill gesture for our inconvenience. I asked for the complaint to be sent to head office and hit a stone wall. Very unhelpful customer service- has left a very bad taste in my mouth and think it is the worst I have dealt with. Hope I don't have to deal with them again.

Okay- so the heating seemed to be down at Vue Chester- but 5 stars for the team- great duty manager tonight- who immediately got first on his phone to the office and then on to the roof to get things sorted. Can't fault that sort of reaction when things go wrong. We'll be back for sure...

This is not so much about the film experience, it's more about the central call centre and how little information it was able to provide, which I find unbelievable.

My daughter (aged 15) was in the cinema watching a film with a friend. I'm not exactly sure what time the film started because she bought the ticket herself. I needed to find out what time the film ended so that I could pick her up. The website didn't tell me anything about the start times (because, I later found out, I looked at the website after the film had started and for some bizarre reason they remove this information after the start time of each film).

So I thought I'd call the cinema to ask what time the film finishes (a pretty simple enquiry to my mind). Unfortunately this was an unsafe assumption. The only person I could speak to, who wasn't in the building of course but on another continent, also couldn't tell me what time the film started and therefore what time it would end. I find this totally unacceptable. Her excuse was that she was prevented from knowing this for the same reason I was - after the films start, the start times are removed from the website.

I foolishly assumed that a representative from the company running the cinema would be able to tell me a) what time a film had started and b) when it would end. But no, this was not information she could impart to me - ridiculous.

In the absence of this piece of information (which I would say is one of the top 5 most simple and important pieces of information any cinema should provide) I asked her to call the Stroud cinema to find this out but she said she could not do this either. I asked to speak to her manager but she could not do this either. What exactly is the point of this person answering the phone if she can't provide even the most basic information?

From a customer service perspective this is extremely frustrating. From a child safeguarding perspective this far below an acceptable standard as it could result in children being left on their own after they come out of the cinema.

Had a fantastic time with my mother at this cinema would recommend