Vue Reviews 

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

Basildon cinema - paid for luxury recliner seats however it was broken. Staff advised to contact customer services online who were extremely unhelpful and only offered to provided feedback to their crew. No refund for the price difference to a normal chair offered considering this chair was broken and didn’t recline. Awful customer service when they have your money

Purchased £50 gift card almost a month ago. Gift card has not arrived. Impossible to get through to customer service have tried every means to contact them. Phones never answered, chat box unhelpful, emails not answered.

Well the reviews speak for themselves dont they?
Horrible customer service when something is wrong. No integrity.
Rubbish sound quality overpriced food and sweets.
Go to odeon instead

Worst VUE experience ever in Purley way location. Overpriced... but the Worst was the management. Starting with a staff member being rude for no reason... paid for a drink, they run out middle pouring, and because movie was starting I told them, I would come back at certain point to have the rest ( I already knew it wouldn't be the same quantity). End of the story: paid in full and never had what I supposed to. When I asked the manger, the manager, he refused. Only one guy (indian) of the staff was very helpful and kind. Wish he gets a promotion.

My daughter aged 12 last her purse in the cinema. She was sat in the far corner of the screen at the back (pre booked seats). She was not allowed by staff to go back in to the screen to get her purse. This meant she was unable to pay for the bus home. When I tried to call Vue after finally getting past the AI system the woman I spoken to told me that there was no phone line directly to the cinema at all! Not only that but there was no manager to speak to at the call centre, her exact words were "our managers don't take phone calls". I asked repeatedly but was told the same thing I am discussed that this is the case for such a major company and would hope that I have been lied to on both accounts as the alternative I belive would be completely ridiculous. My advice, stay home and buy the film on Sky or Amazon!

I like the ease of booking and the seats are comfortable.
However I do think all noisy packaging should be banned.
I'm sick of sitting around people who spend time the whole film rustling packets.

One of the worst cinemas I've ever been to. And the screen was so dark I had to squint throughout the entire movie. Desperately needs updating.

Beware buying VUE cinema vouchers online using the official vue website we ordered a voucher for a family members birthday and it never dispatched we contacted VUE on several occassions and where completely ignored, stay clear of the scam company you would think with them being such a big brand they would be safe and reliable but they are theives

Kicked out of the movie of which I had paid over £30 for because the group sat beside us was talking and others in the cinema said it was our entire row

Second time visiting the local Vue. Decided to watch Spiderman in 3D.

I was told to be central for 3D to be optimal. Tried for row 8-10, but all central seats were taken. So went for row 6 VIP. Big mistake.

From the start, I thought we were too close. But after 25 mins, my granddaughter said she didn't like it. I asked if it was the film or 3D? 3D she said.

So I went out and asked staff of any seats were empty. I didn't want to be standing up looking. She found 3 seats together on row 12. Straight at the top of the stairs. I was also offered the 2D version, which had just started. But that was full, so decided to try row 12, and persevere with 3D. These were standard seats, and she said a manager might be able to refund the difference. I told her it wasn't necessary. It wasn't their fault.

Pleased to say, sitting further back was perfect. We enjoyed the rest of the film. When we left, the staff member was gone, but I did thank those there. Thanks for saving the day.

Dangerous Infrastructure Failures, Corporate Gaslighting, and Zero Customer Care
​Rating: ⭐ 1/5 Star
​Review:
​Our experience with Vue Bicester and their customer service team has been nothing short of staggering in its corporate irresponsibility.
​During a screening, a structural and mechanical failure occurred in the VIP seating area. The seat completely detached from its fixings, dropping a heavily pregnant woman (37 weeks pregnant) violently down into the footwell. The incident was terrifying, putting an expectant mother and her unborn baby at direct risk of severe physical trauma.
​Instead of taking accountability for a dangerous public safety hazard, Vue’s management and customer service team leader, Charles, have engaged in appalling corporate stonewalling:
​Denying Reality with Flawed Logic: They attempted to use dark, poorly lit auditorium CCTV to claim the drop "didn't happen"—completely ignoring the fact that a sudden drop into a footwell is entirely obscured by seat arms and layout, and directly contradicting their own internal written investigation which confirmed the seat was indeed detached from its fixings.
​Blaming the Victim: They tried to penalize the victim for not hunting down front-of-house staff immediately after the collapse, as if a woman in severe shock at 37 weeks pregnant wouldn't prioritize calling her hospital maternity unit over filing paperwork for cinema floor staff.
​Insulting "Resolutions": After admitting in writing that their equipment failed, they offered three standard cinema vouchers with an arbitrary expiration date of August 11th—knowing full well she is due to give birth in 5 days, making the vouchers completely useless. To top it off, they have flatly refused a refund or any genuine accountability.
​When companies treat public safety, structural maintenance, and the welfare of expectant mothers with this level of disdain, it is completely unacceptable. We have escalated this failure directly to executive leadership (COO Matt Eyre), Cherwell District Council’s Environmental Health department, and Trading Standards.
​Avoid Vue if you value your safety.

I sent my children and their friends to watch toy story 5 as we had some free vouchers to use up and as a low income family these are very helpful to get the kids out the house we booked the tickets went to the cinema and as we scanned to get in we were told the tickets were invalid and booked for the day before but the film wasn't out the day before.so we went to the tills and when they scanned the tickets they worked yet we were still made to pay for new tickets and they tried to sell cheap tickets at the front to 4 teen girls who where scared and upset so I had to phone my daughter and she passed the phone to the worker who was lovely and explained that if we pay for the tickets and make a complaint we will get a refund as the tickets are not cheap and we cant afford it yet when we did what he told us a few days later the staff where rude and didnt care being very dismissive it was like this was one big scam

PATAN customer service rep is a joke! Not only on hold for 20 minutes and the live agent chat does not work - totally unhelpful and zero customer service by Vue. Avoid! No wonder it has 1.5 stars overall

I will never use Vue Cinemas again after the experience my son and I had at Vue Westfield Shepherd's Bush. If I could rate this review a 0, I would.

On the 28th of July, I spent around 40 minutes trying to secure tickets for the new Spider-Man film for the 29th of July. Several cinemas were either sold out or experiencing website issues, so I eventually booked at Vue Westfield Shepherd's Bush and travelled from Heathrow with my 17 year old son.

When booking, one late screening was clearly marked as 18+, but the screening I booked was not. The film itself was rated 12A, so there was absolutely no reason to believe my son would not be allowed to attend with me. After travelling across London, paying for parking, fuel, and purchasing food and drinks, we were told at the cinema that my son could not enter because the screening was restricted to over-18s. There was a cinema curfew that started at 10.30pm.

What made matters worse was that we were not the only ones affected. While speaking to staff and waiting at the customer service desk, I witnessed several other families being turned away for the same reason. One customer even showed a screenshot confirming that the screening had not been marked as 18+ when she booked. The manager said it must have been a glitch on the system.

To be fair, Vue refunded both my tickets and food purchases. However, a refund simply returns money that should never have been spent in the first place. It does not compensate for the wasted journey, the disappointment, or the evening that my son and I had been looking forward to.

The most frustrating part was discovering that another family affected by the exact same issue had apparently been given complimentary Vue tickets as a goodwill gesture, while I received nothing beyond a refund. I later raised this directly with Vue Customer Services and asked why customers affected by the same mistake were treated differently.

Vue responded by saying they could not offer compensation for my travel costs and inconvenience. When I replied asking why another family had received complimentary tickets while I had not, my email was simply ignored. No explanation, no investigation, and no response.

The issue wasn't just the original booking error. Mistakes happen. The real problem was the poor handling of the situation afterward, the inconsistent treatment of customers, and the complete lack of follow-up when legitimate questions were raised.

Based on my experience, Vue's customer service falls far below the standard I would expect from a major cinema chain. I left feeling disappointed, frustrated, and completely undervalued as a customer.

I will not be returning, and I would strongly advise others to double-check any late-night bookings and be prepared for a disappointing customer service experience if something goes wrong.

1 star is too many, went to see The Odessey at. Vue Cinema Leicester Square. The seats were covered in food and popcorn from the previous showing, the air con was on so high, I shivered through a 3 hour film. They let people come in up to an hour after the film started so screen was constantly getting blocked and the toilets were RANK. Sanitary bins over flowing, soap and water all over the floor, dirty sinks and only one working. Never again

Visited here today and wander how familes afford to take kids to cinema for a ticket and drink cost £17 not worth it and wander why cinemas are empty and more people streaming. Drop prices more people will go getting worse not better. And shocked at prices for a spiderman cup imagine couple of kids wants one at £19.99 for one disgusting value. How do vue make money on empty cinemas with staff standing about.

Why isn’t Oat milk an option for coffees at Vue??? I thought everyone now catered for Vegans and dairy allergies.Really disappointed.

Cancelled our tickets 4 hours before the film started. This company is a joke! Do what I did and rebook at a cineworld. And the final insult takes 3 to 5 days for a refund with 4 hours notice. Absolute last time I ever use Vue.

Cinema absolutely boiling - how, in 2026, when they charge what they do, can you possibly not get the temperatures what. What an absolute joke of a company.