Vue Bewertungen 

I am extremely disappointed with the way Vue has handled a recent booking and the subsequent complaint.

I had booked a screening and made arrangements around it, only to subsequently discover that the screening had been cancelled. What I find particularly frustrating is that I was not provided with any meaningful alternative options to resolve the situation or any appropriate goodwill gesture for the inconvenience caused.

I contacted Vue Customer Services expecting the matter to be handled reasonably, but the response I received was very poor. My concerns were not properly addressed and, despite explaining the inconvenience caused, Vue simply refused to offer any compensation.

I was also told that I would have to wait a further 3–5 working days for my refund. Given that the cancellation was not something I had caused, I find it disappointing that I was left out of pocket while waiting for money to be returned for a service I had booked and was unable to use.

I have since asked for my complaint to be escalated, as I do not consider the response I received to be an adequate resolution.

I appreciate that screenings can sometimes be cancelled for reasons outside of a cinema's control. However, what has really disappointed me is how Vue has handled the situation afterwards. Good customer service should be about recognising the inconvenience caused, providing reasonable alternatives where possible and making customers feel that their concerns have actually been listened to.

Unfortunately, that has not been my experience.

I asked a *long haired ginger man with glasses* at the beginning of the movie to check the temperature of the room but he was absolutely *USELESS*, despite cynically acknowledging it.
DO NOT SPEND YOUR MONEY HERE!
Better watch on another cinema where the clients welfare is accounted or even better at home with friends.

THIS BRANCH IS THE REASON WHY CINEMA CULTURE IS DYING.

WELL DONE, VUE BICESTER!

Overall, the experience was fine and the level of service was pretty much what I’d expect. Unfortunately, the sound level in the theatre completely ruined the experience for me.

It was excruciatingly loud. I genuinely shouldn’t have to wear noise-dampening earplugs to watch a film. I have read online that this is the standard sound level for cinemas, but honestly, unless you’re 90 and suffering from severe hearing loss, I’m not sure who needs it turned up that loud!

I’ve been to live music gigs that haven’t left my ears feeling as battered as they did after this film. There’s immersive cinema, and then there’s feeling like your eardrums are being personally attacked.

The service was fine, but the sound level really needs reconsidering.

I’ve been visiting Vue Exeter for years and have generally had very good experiences, particularly with the staff, but a recent Saturday evening screening was exceptionally disruptive.

The person next to me spent a large part of the film drinking, talking and repeatedly using her phone. I politely asked her twice to put it away. She briefly did, then carried on.

She also took her shoes off and put her feet across the surfaces around the seats, including the areas where people normally put food and drinks. So perhaps inspect your table before putting your popcorn on it. It may recently have been a footrest.

At the end of the film, after I said I thought her behaviour had been rude, I was told that if I didn’t like it I should have bought all the seats.

An innovative proposal. Perhaps Vue could add an “Entire Auditorium” upgrade for customers wanting the premium experience of actually watching the film.

This was not the only disruption. Partway through the screening, a group of people entered using phone torches, apparently in the wrong auditorium, and ended up arguing with customers already watching the film.

What concerned me most was the lack of visible staff presence. Nobody checked my ticket when I entered the screen and I did not see anyone readily available to approach.

I contacted Vue afterwards. Their response explained that I should have reported the issue to a member of staff, including “the person at the gate who took your ticket.”

There was just one problem:

There was no person at the gate who took my ticket.

That was part of the complaint.

I was also told staff carry out screen checks, but I did not see anyone I could reasonably approach. Apparently the alternative would have been to leave the film, wander around the cinema looking for an employee, explain the problem, then return and hope I had not missed anything important.

I do not expect staff to prevent every instance of bad behaviour. But if the solution is “tell a member of staff”, there needs to be a practical way to actually find one.

The staff at Vue Exeter have historically been very good, so this is not aimed at individual employees. My concern is the lack of monitoring and a complaints response that somehow recommended the exact safeguard whose absence I had complained about.

Customer service afterwards:

“Why didn’t you tell the person who checked your ticket?”

Me:

“Yes. About that…”

Customer service is terrible. Emailed back and forth for 3 weeks and they did nothing, then sent a letter through the post PAID FOR MYSELF , and then no reply 3 weeks later and contacted them to ask why no reply to the written letter and they said there’s nothing they can do. Worst cinema

I went to the cinema and people talked through the film. Staff came in twice to warn them and while we were out complaining they said they’d refund us our tickets. Even though people were chatting away through the rest of it, at least we could relax knowing we could come again.

After the film there were no staff around to get a refund

I phoned the customer care line the next day. They said to fill in an online feedback form and someone would get in touch. That was a bit duplicitous as there wasn’t even a way to leave contact details. They said if I didn’t get a reply I’d just need to go to the cinema (a 90 minute round trip). I emailed (the email below). No answer. What vue have done here is seen I’ve had a bad experience, made it better, then ruined it again. The worst thing for me is the customer services person just saying whatever it took to get rid of me.

I visited Vue Cheshire Oaks with my two children on Saturday 30 August for the 10:25 showing of Spider-Man.

I don’t go to the cinema very often because I can get quite anxious about how other people will behave, but I’d had a really positive experience at this cinema previously, particularly with the reclining seats, so I was looking forward to going back.

Unfortunately, during the film, a group of people nearby were talking repeatedly. I initially asked them to stop, but when they continued I went to find a member of staff. A member of staff came into the screen, watched them for a while and then left. Unfortunately, the talking started again, and I eventually asked them to be quiet rather more loudly.

At that point my daughter became extremely upset. She was frightened that the situation might escalate and that we could be attacked, and she had a panic attack. I went to get staff again and, to their credit, they responded really well. They came into the screen, spoke clearly to the people involved and stayed with them for a while.

About ten minutes later I had to leave the film again to find my daughter, who was crying in the toilets, and bring her back into the cinema.

What made a difficult evening feel much better was being told by the staff that we could have a refund for our visit. The people did become quieter, although they didn’t stop talking completely, but knowing that we would be able to come back and either see the film again or choose another one made a real difference. I felt that the staff had taken the situation seriously and had tried to put things right.

Unfortunately, when the film finished I couldn’t find any staff available to arrange the refund.

I therefore phoned customer services the following day, and that experience was much less helpful. I was told to complete the online feedback survey and that somebody would contact me. However, the survey didn’t appear to provide any way of leaving contact details, so I’m struggling to understand how anyone could actually contact me. It left me feeling as though I had simply been directed to the survey to end the call.

I was also told that, if nobody contacted me, I would need to return to the cinema in person. Cheshire Oaks is a 90-minute round trip for me. Having to drive for an hour and a half simply to obtain a refund that your staff had already offered me would turn what had ultimately been a very positive experience of your cinema team into a very frustrating one.

I appreciate that you may not routinely provide direct contact details for individual cinema managers, but surely there must be a way for customer services to contact the Cheshire Oaks management team on my behalf rather than requiring me to make another lengthy journey.

I’d be very grateful if you could help arrange the refund that was offered on the night, or put me in contact with someone at Vue Cheshire Oaks who can do so.

Many thanks,
Keir

I loved the movie and I also liked the quality of the cinema I was in. And the quality of the popcorn, and the slushie.

People have been lovely when ive spoken to them, however before entering the cinema building the doors were locked. I looked on Google and it said they open the doors 15 mins before the first film shows. Didn't say this on the website and I think it should be displayed on the doors.
Ive been to the cinema twice in 2 weeks and both times the adverts have stopped half way through because there was a problem with the projector both times. Makes u wander are the projectors world? Do they need new ones? The staff were very good about it, and did show the film once it was fixed. The second time however ot took longer than expected. Not on member of staff came to tell us anything in the screen room, we had to go to them.

Dear Vue Customer Services / Management,

I am writing to make a formal complaint about an absolutely unacceptable and disgusting experience my wife and I had at Vue Romford last night during the 23:15 screening of FALL 2.

We spent almost £50, including two VIP tickets, two Large Nachos and two Large Drinks, expecting a comfortable and enjoyable cinema experience. Instead, during the film, we noticed something repeatedly moving around on the floor. After watching the steps carefully for approximately 5–10 minutes, we were shocked to see mice running up and down the stairs inside the auditorium.

This was not an isolated observation. Another two women and another couple also witnessed the mice, and they separately left the auditorium to report the issue to staff. They subsequently returned and remained for the film.

For the remainder of the screening, my wife and I were genuinely uncomfortable and disgusted. We kept our feet up on the seats because we were afraid of the mice running around our feet. Quite frankly, this is not an acceptable environment in which to have members of the public sitting, eating and drinking food.

I find it extremely concerning that a major cinema is apparently allowing customers to watch films while rodents are freely running around the auditorium. This raises obvious concerns about hygiene, food safety and the general standard of cleanliness and pest control.

I am therefore requesting:

- A full refund of everything we paid for this visit.
- Immediate escalation of this complaint to senior management at Vue Romford.
- A proper investigation into the rodent infestation and what action is being taken.
- Confirmation of what pest-control measures are being implemented to ensure this cannot happen again.

If this matter is not dealt with appropriately, I will have no hesitation in reporting the incident to the local council/environmental health authorities and asking them to investigate the conditions at the cinema.

We paid for a premium cinema experience and instead spent much of the film worrying about mice running around our feet. This was unacceptable, unhygienic and completely ruined our evening.

I expect a prompt response from management and confirmation that my full refund will be processed.

‘Merthyr Tydfil Vue’

Waited five minutes for an ice cream while two members of staff had a chat, another member of staff walked by, caught my eye, and joined the other two for a chat, Vue, poor customer service, I wasn’t going to leave a review here, emailed you, no reply, so here you go…

I don’t expect a reply, because you don’t reply, when your business hits the trash can, customer service, or the lack thereof will be the root cause…

We are 88 and 90 years old. We've been loyal customers of Vue Finchley Road for years. Staff are usually slow but friendly and seats, screens, facilities and service are good.
Last week one member of staff, whom l can name if required, has shown such rudeness, lack of humanity and understanding that we will no longer visit your premises in the future. Just behaving like a normal human being cannot be trained on the job. He is beyond education. Feel sorry for him and for those who, like me, had the misfortune of dealing with him.

How about having to hear music from the screen one while I am in screen two trying to watch the latest film Pressure. Yes that's what we experienced 10/9/2026.
When I approached a member of the staff after the film , the staff member acknowledged my issue as this member of staff came into screen two and heard the music from screen one and did nothing about it!!. I raised the issue with two members of staff ten minutes after the film informed them of the issue , all they did was shrug there shoulders, did not recognise any real concern, no apologies , did even suggest they would get the issue rectified, even though there was members of the public entering the cinema to watch the same film as we did. Really disappointing experience and extremely disappointing attitude from the staff

Hi. We have visited Vue Romford at Liberty Shopping. We arrived at the bottom of the stairs and my wife was holding a Happy Meal box. The guy at the bottom of escalators said you are not allowed with that. Fine, we went to a table near escalators that belonged to McDonalds and my son ate quickly his meal not to be late for the movie. In front of us watching the escalators, another lady comes with same Happy Meal box and she is allowed in . That is at 12:00 on Saturday 5th september. I went and asked for explanations which could not be given. i went to speak to Manager Holly that again she said he shouldn’t have done that. Then I asked again so what is the explanation and I couldnt get one. All staff were dismissive and sent me away. Pure discrimation that I will take all of you to court.

This is for the Oxford Cinema at the Kassam Stadium Complex

Awful Manager

Film Cancelled with no notice!

We arrived here for our 2030 booking of Terminator 2 to find out that it had been cancelled and the so called manager had known since 7pm and didn't bother to inform us I'm any way at all and quite frankly didn't seem to care at all that we had wasted time and money coming here!

Hes a disgrace should be sacked.

Never Vue Ever Again.

Can’t book! I’ve been trying for days to book for THIS Friday (which is in 2 days’ time). I’ve been on the website, used the chat function twice and called in. They all keep telling me to check the next day. No one knows what’s going on. Now I have to magic up new plans for my child and his friends on Friday. What an absolute pain - and so disappointing for the kids. I’m not surprised Vue has 1.5 stars, the customer service is truly awful. As a huge cinema fan this is so so devastating. Do better for the industry (and yourselves) please!

Sanjida wonderful service by this lovely young lady. Thank you for your help and great customer service.

Recently went to Vue in Romford...we go quite regularly...we went to see The Oddessy...fantastic film...my only complaint is that the volume was way too loud..i even covered my ears and it was still blaring so loud..but after sitting there for 3 hours...my ears were ringing when i left..so as a suggestion...it may be a good idea to do sound checks before the showing..maybe lower the volume a bit?

£48 for two Spider-Man cups filled with coke and two bags of sweets!! Daylight robbery is the show @ VUE Portsmouth.

Three weeks and still no explanation

Absolutely terrible experience with Vue Bedford — and even worse customer service afterwards.

Three weeks ago, my family had an extremely upsetting experience during a Spider-Man screening. People sitting behind us were throwing sweets and other objects across the auditorium, hitting me, my 10-year-old son and another customer. One bag of chocolates was thrown with enough force to actually break the metal headband the man next to my husband was wearing.

And what did Vue do?

Instead of dealing with the people throwing things, we were treated as though we were the problem. A man sitting behind us, who told us he worked for Vue, confronted us, got extremely close to our faces and threatened to have us removed because we were supposedly making too much noise. Staff were then called, and rather than investigating what had actually happened, we were warned about our behaviour.

My 10-year-old son was so upset that he wanted to leave.

I made a formal complaint and specifically asked Vue to review the CCTV and staff reports. Three weeks later, I am still waiting for an explanation.

This is what £££ in cinema tickets gets you at Vue Bedford: people throwing objects at your family, your child getting upset, and then being treated as the offenders when you complain about it.

So we’ve made our decision.

For the price of Vue tickets, we can now buy premieres and watch them at home — without someone throwing sweets at us, without being intimidated, and without being blamed for making noise when we’re simply reacting to being attacked with flying confectionery.

What should have been a special family cinema experience turned into one of the worst customer experiences we’ve had.

Three weeks to investigate something this straightforward is frankly unacceptable.

Vue Bedford: you didn’t just ruin one film night. You have lost our family as customers.

The food was really nice 👍 we got the tango slush a large popcorn .we also bought an amazing Digital Circus 🎪 popcorn bucket for £4.99 worth it for a metal bucket 🪣 4stars