Vue Reviews 

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

Incompetent staff, dishonest customer service. Visited the Angel, Islington cinema, to buy gift card/vouchers. It took 3 different members of staff to attempt processing this. After several attempts, they couldn’t complete transaction (£40) Said my card had failed, but couldn’t be certain if transaction had gone through or not?. Asked them to void transaction but said they couldn’t do this. They told me to ring customer service, which I did, as when I checked my bank the £40 had been taken out. Customer services assured me refund would be processed within 5-7 working days. After 11 working days still no refund. Contacted them again and basically told me same lies that refund would be processed in 5-7 working days. Still awaiting refund.
Note: I eventually purchased a Vue gift card from Sainsbury’s and paid for it via the self checkout with no problems.

No free ticket with my Vue membership over 10 films no reward, was going to give it and then went back to 9 films, messaged them and told they'll look I to it to ignore me!

I keep trying to book tickets. I’ve got some free tickets with my Lloyds bank account so I choose my seat and it says I owe £2 extra because I’m guessing it’s a bigger screen and then I’ll try twice to pay with my Apple Pay and both tops it’s refused the payment and refunded me my £2 and I cannot book.!!
they really don’t want us going into the cinema do they? I’m not kind of that bothered about going it’s a rubbish day. I thought I’d pop to the cinema and now I just don’t think I’m gonna bother.

I purchased a gift card voucher for my sons girlfriend as a Christmas gift. The gift card was a genuine Vue gift card and not a third party card.I purchased the card at my Vue westwood cross cinema through their till on the 15th December 2025 remember this date!.The voucher cover states the voucher can be redemmed for tickets,Food&Drink or upgrades at Vue Venues excludes Ireland.My sons girlfriend went to use the card to book tickets online and couldn't use the Vue gift voucher and had to pay using her own money.I was fuming and went back to the Westwood cross Vue cinema on 18th January 2026.I spoke to a Vue member of staff who stated they had problems with the cards and said the company were hoping to link the cards for online,she said you would need to physically come in and use the card.I politely said I never heard of voucher for a company you could not use throughout their business. I requested to speak to the Manager.The Manager believed you could use the card online and that I would need to contact Vue customer services. I did say should you be selling gift vouchers to the public that they are not fit for purpose!I went home ,phoned customer services run through what had happened there was an apology and we agreed on a refund. I would pick the gift voucher up from my sons girlfriend as she lived 40 mile round-trip go back to Vue Cinema quoting my reference number which was given to me Mph5 for a full £60 refund.I visited the Cinema today on the 30th January2026 I spoke to member of staff and explained I had contacted customer service quoting my reference number for a refund.I was told this would be needed to be authorised by a Manager.I waited for the Manager and was told he couldn't authorise a refund.I did state he had a functional till as it was taking payments .I was still told he could not authorise a refund and I would need to contact Customer Services again.This time the customer service operator went away and said they couldn't authorise a refund as 14 days had expired and it was against company policy from the date of my purchase"Wait for it " so what she was saying on the 29th December 2025 if my sons girlfriend had used the card which didn't work online and you can't use it on their app! she would have never got a refund and if she had used the full £60 gift voucher amount by the 29th December.I have never heard of soo much nosence.I said I was utterly disgusted and I would be seeking address with Trading Standards.I believe on reading this ,there is another lady on Trust pilot who has had the same problems with Vue gift vouchers I would give Vue a zero and can say what dreadful customer service.

Absolutely woeful customer service. Live chat conversation moved to email (wrong email address given) and the back and forth here was mind blowing. 'Customer service' advisor could not even understand the query and was blunt, providing no help whatsoever even though it was a problem they had created, they tried to blame me. Exasperated, I went into my local Vue cinema and they sorted me out thankfully. I dread the time I ever need customer service support again.

I called in Vue in Bicester today to ask what films were showing over the weekend so that i could take my 10 year old grandson to the cinema. I have never experienced a worse attitude in all my life from the Vue assistant: there were no other customers around and I was met with a reply of "go and look it up on the internet". (If I'd had access to the internet, I wouldn't have needed to call in for the information). It wasn't so much what he said but it was the distain with which he responded to what was a perfectly polite and reasonable question. If he didn't know, he could have said " sorry but......" or " I'll find out". If Vue employs such unhelpful people, then cinema audiences are going to dwindled.....

We received a Vue gift card as a present - which is a great thought as we are avid cinema people. However, we always make our reservations online. YOU CANNOT DO THIS WITH A VUE GIFT CARD. You can't add the gift card to your account, you can't phone and make a reservation using a gift card. We travel an hour each way to go to the cinema and was told by Vue customer service we would have to go and purchase direct from the venue and if they've no available seats left then tough.

My wife and I Attended the Vue cinema, Princes Quay Hull on 27th Jan 2026 to see Hamnet on screen 1 (afternoon screening). We had to keep or coats on due to the auditorium being so cold. From the moment we entered the venue from the access escalators, walking to the entrance point, entering the auditorium, exiting the auditorium and leaving the venue we didn't see a single member of staff!

Extremely bad customer service.

I was advised to cancel my booking for a refund. before rebooking for a different date.

Spoke to Nadine through live chat, and she was very unhelpful. I was told the voucher codes had expired so I wasn't able to rebook.

I'll never visit a Vue cinema again. It's not surprising the company is about to go into liquidation.

Vue gift card can't be used online to book the Vue cinema. What's the point of a gift card system if you have to go to the cinema beforehand or the day before to book. What a lousy service.

I had purchased 3 tickets to see Die Hard unfortunately the room had not been cleaned and it was filthy where our seats were and we had to clean up ourselves.

There was rubbish on the seats as well as in the floor and after I complained no refund was provided. It was also freezing cold inside.

Ordered 2 x £10 gift vouchers. Only received x 1. Phoned and was told they would put 2nd. Ouches in post. Never received. Phoned a again and told 2nd voucher would be put in post. Nothing. Contacted customer service who needed copies of order as it ,appeared that 2 vouchers had not been ordered. Sent there invoice and confirmation email which clearly stated that 2 x had definitely been ordered. No response. Sent a second email. No response. Phoned customer service and told they would check and send an email about query. No email received. Have sent further 10 emails. No response. I hope Tim Richards CEO of Vue sees these reviews and gets his team in check Bad form Vue. I go to Vue cinema all the time but now will swap to Odeon.

VUE Northampton terrible customer support with Parking complaints.
Sorry, meant to say NO Support whatsoever.

I went to buy a voucher from our local Vue. Kept waiting ages due to a technical difficulty at the till. They got the manager, and was kept further. So much so, I did my shopping and returned. Only to find out they still couldn't give a voucher, but had charged me for it. The refund was never received. After an attemp to return to the cinema, and numerous attempts at contacting the telephone line to get a refund. I gave up and emailed. They eventually did refund weeks later. However would not entertain any kind of suggestion as compensation for all the inconvenience even though I've been going for about 30 years. I'll be taking my business to Odeon from now on.

Watched Hamnet, excellent film at Vue in Paignton.
But, sound levels during trailers way too loud, why?
Seating, metal rings where your wrists rest, very uncomfortable, why?