Everyman Media Group Plc Reviews 

I have been coming to the Everyman cinema (Chelsea) for almost a year. I love the experience of not just watching movies there, it is the staff who enrich that experience even more. From the moment you walk in, get to your seat or just sit around in the lobby, order food, fabulous cocktails, you have to love every minute of it and ofcourse watching the movie itself.

When I went to watch The Haunting in Venice yesterday, the duty manager was Nick Fretwell (as always) amazingly attentive ensuring you get to your seat, sorting your food selection and popcorn is always a great addition to the movie experience. Thank you Nick for your super customer service skills.

I appreciate their warmth and smiling faces, even at times when I've not had the best of days, they definitely help me forget the 'outside world and its problems'. All the duty managers and staff are so easy to interact with, I am and always will be an ardent fan of the Everyman Cinema (Chelsea) experience.

Ps: I even moved to the area to be closer to this particular cinema, certainly worth it. And highly recommended place to relax and unwind. Thank you Everyman Chelsea for making 'going to the movies' such a cool and unforgettable experience.

R

Absolutely fed up of trying to book a movie on line through the Everyman app , i keep getting this …. Unfortunately we are unable to reserve your tickets. Please try again, but if this issue persists call our customer service team on.
I have emailed Everyman and heard back but it wasn’t resolved, I either have to call or actually go to the cinema to book .
As a premium member I am thinking of cancelling it !!

Attended Lincoln Everyman to watch the Barbie movie on Saturday 19th August. It was 24 degrees outside and we were dressed appropriately in summer attire.

It started off comfortably but by midway the air con was ramped up so high in the screening that we were absolutely frozen. Absolutely no need for it.

On leaving when I raised with a staff member I was told "Oh yes, it's a nightmare in there. You should have asked for a blanket! We have blankets!" as if I should have known to interrupt my viewing experience and ask for a blanket in 24 degree outdoor heat...

It costs too much money to be *that* uncomfortable and I'll be returning to Odeon in future.

When the cinema first opened, it was serious about quality films, invested in plush surroundings and valued its customers. Now it is just a very expensive version of Odean. In fact at least odean is kept clean, Everyman cinemas are looking tatty and unclean.
Some of the staff are nice, but many are unfriendly and make it obvious they hate their job.
The other big issue is its app and website are useless. Often not working.
I used to love the Everyman brand, but unfortunately it's seriously gone down the nick.

My husband was gifted a membership card. The website isn't great to use and I had to ask ChatGPT (of all things) how to activate it because the website was so unclear. Once we were in we then had issues booking using the Monday 2-1 offer. Had to call customer services who on 3 occasions hung up after around 5 mins on hold. Finally got through to someone who sorted things out for us.

I'm guessing here but would suggest that there aren't enough customer service staff and call handlers are cutting calls because of call answering time targets.

Hello I booked tickets on the above order costing £73.30 . We also ordered food at a total of £56.00, which was ordered at 7.05 pm . The drinks came just before the film started . The coffee was cold. We then asked about 3 times , asking where our food was. We were told it’s on its way ! Then finally after 1hr and 45minutes we were told by Stephen , that we couldn’t have the food as we had missed it and refused to give a refund ! . He was extremely rude and kept saying they had brought the food out and we told him again , no one had come with it He said he couldn’t deal with us ! Then got his manager . The manager was helpful. We missed a lot of the film with going out and in and out and what should have been a lovely experience was not !! We finally got the food at 9.20 pm , cold !! I also sent this information to them on 2nd August and still no response !!

Absolutely diabolical service in Cheltenham. Tried to call , no reply and email sent from my friend & days ago no reply. Do not book tickets with this company
THREE DAYS ON from this review and still no contact!!!

Wanted to cancel a movie booking a week before (their policy is 24hrs before) no response to many emails and didn't cancel. Tried to follow up numerous times and it's been over 3 weeks and still not one response. Absolutely shocking customer service!

Went to see Oppenheimer at Horsham Everyman. The experience was ruined by the incredible volume of the sound. It was so loud I was shaking afterwards. I have slight tinnitus and I can tell that its now worse. The poor sound quality also made speech difficult to hear at times. What's the point of paying to not hear what the actors are saying!
I contacted Everyman via the web site and sent a message and, of course, its been ignored. Interestingly, the e-mail adress this review is going to is the same one that I sent my message to. That's right the one that was ignored.
So, I wont be going again - ever.
Let's be honest - they only care about the money. The health of the customers - nah!

Had an issue booking tickets but AJ in Customer Service sort everything out and went above and beyond.

Cinemas are amazing and the customer service match.

Great experience as things do go wrong but it is how they are sorted out that matters.

Booked tickets using my membership free ticket allocation. I then cancelled well within the notice period but despite following instructions to e-mail and the promise that tickets would be re-credited, over a week later I have still not had these re-credited to my account. No response to e-mails or even acknowledgment of receipt. Have tried the phone line, and each time have been put on hold for at least 30 mins listening to the same tune on a loop. I would not recommend membership as there is clearly no administrative support to deal with customer enquiries.

Worst customer service ever.

Gift membership never arrived in the post but money taken from my account. 3 weeks and several phone calls later, it still hasn't arrived. Phone lines constantly take 30+ minutes to go through, gift membership hadn't been processed, then got lost, then 'promised' to send out urgently, which will now be another 5 business days wait. No senior manager available to call back, despite promises that they will urgently call and complaints process also take several days too. Woman on the phone gave me the number of a car dealership instead of the complaints team. Appalling, appalling service.

I ordered a yearly membership for my son as a present. It took the money and gave me an order number but no membership number. It said it would be delivered in 3-5 days. After 2 weeks he had still not received his membership. After 2 weeks I rang 3 days in a row waiting 30 minutes each time and the customer service/ membership team could not give me a membership number.They all promised it would be escalated to a manager and I still haven’t heard from anyone for a week.Florentine promised me a manager would be in touch max wait 72 hours.In the end I got a refund. Terrible online service and they take your money but don’t provide the gift!! Shocking. Don’t buy membership from them online unless you want to have a very disappointing experience.

Sadly I can’t give zero stars! The film showing was cancelled at Clitheroe due to power outage (which can’t be helped!) however we were promised a full refund ‘which was automatically being dealt with by our Head Office!’ 🤥 Three weeks and three emails later I still haven’t got it!!! Absolutely shocking customer service! Today I have scheduled in wasting at least (according to other reviews) an hour of my life calling them! Crap service

This review is for the mechanics of trying to book tickets; being a member and contacting customer services - not for the cinema or the cinema staff, both of which are fantastic and the only reason why I persevere, despite wasting so many hours of my life on this. It took several weeks, multiple (unanswered) phone calls and emails to get my membership sorted out (I tried to renew but in the end a new account had to be set up) - meanwhile I missed several movies I wished to see as I couldn't book tickets. Now, I am yet again unable to book tickets. Neither the app nor the website is working for members. I could book as a non-member and pay again, but then I'm paying twice! I've currently been on hold for 35 minutes and don't really expect anyone to pickup. This is madness. A cinema membership doesn't really work if you can't actually book any tickets. Think twice before buying a membership.

The Everyman cinema is brilliant. But don’t purchase E-gift vouchers on the website. My friend is yet to receive their gift and it’s been over 7 days. I have called customer services and been on hold for over 35 mins each time and heard white noise and they just hung up on me each time. I’ve emailed about 6 times and I’ve messaged them on twitter.

I have had to open a goods payment dispute with my bank to try and get a refund.

My local cinema itself and the staff there are brilliant, but I think you need a better offsite customer services.

Customer service is really poor. The phone line only pick up after ~25mins of holding (FYI - you have to listen through the eventual white noise and then they pick up pretty promptly)

Awful and distressing experience here. We weren’t able to see the film we’d paid for as the seats we purchased were not as described on their website. The manager was abrasive and arrogant and refused to refund us (despite not watching the film), and instead said we could have vouchers for another time if we wanted. This is not a suitable response to a complaint, as we hadn’t used the service we’d paid for, so the very least he should offer is a refund. His lack of awareness and accommodations for customers with disabilities (particularly neurodivergence and mental health) is extremely disappointing, and he stormed off mid-conversation, leaving us visibly upset. A very dehumanising experience, and I hope they can learn how to be an accessible cinema in the future (as well as cleaning their dirty sofas).

Appalling customer service, have telephoned 3 times with a waiting time of 20 minutes on each occasion. The refund hasn’t been processed which was promised.

I attended the Crystal Palace branch to with my wife and 2x kids, we arrived on time and ordered some drinks and snacks, just as the Barbie movie was started my daughters aged 6 and 7 wanted oreo cookie milkshakes and cookie dough, the waiters in the cinema politely told me they couldn't take orders as the movie was starting but i can go to the bar for drinks and snacks, i went to the bar the lady at the bar was pleasant and asked what i wanted, i told her and she said no problem i need to pay by card, i popped back to my seat to grab my card, i came back to the tills to be met by the manager Will, he said can i help you, i said its fine im being served, he then said has you movie started i said yes just starting (the intro credits were still rolling), he then abruptly said oh well you can't get anything as the movie has started, i then told him his staff told me this info and directed me to the bar, he said well its the rules and you can't get food or milkshakes only drinks at the bar, i was taken by the manner of his tone, i said excuse i have been back and forth i just want to grab the above order, he shook his head and said sorry nothing he can do, i then proceeded to say can i at least get the milkshakes for my kids they are young and decided last minute they want milkshakes, he then upped his abruptness and said I've told you theres nothing we can do you can't get anything as we are busy, and if you arrived on time you would of been able to get your order! Excuse Will i was here on time! I said my kids wanted the shakes not me! The lack of care or consideration for his customers was disgusting, as a manager i feel he should be prepared to go the extra mile for his customers, and ensure we feel welcome and comfortable during our everyman experience, instead i felt very un-welcomed and dismissed

Completely ruined the excitement of the evening, then having to go back to my children and give them the disappointment, ruined the evening for them also

My wife and I have been to other Everyman branches and had excellent hospitality, but Will was a terribke example of what good service looks like, I realky enjoy Everyman and will be happy to attend again, however this feed back had to be sent and i hope this will help improve the service at the Crystal Palace branch, i reallt felt like asking for a refund but my daughters were really excited to watch the movie i didn't want to let them down