Vue Reviews 

If I could score zero I would. Customer service as mentioned by many is dreadful. Clearly farmed out to the lowest cost base provider.

Zero capability to resolve - both chat and call.

I wonder if anyone actually cares how bad their customer service is?

Gutted. Our monthly treat wasted, I wish we went anywhere else. I spent £75 for tickets, a popcorn, 2 drinks and 2 stale pick n mix but as soon as we got in I had to leave my husband with the kids and sit in the hallway the whole time. The loudness is un-bloody-real! A baby was crying it's heart out in there no doubt due to the feeling of it's eardrums caving in. My husband keeps texting me telling me he can't cope with the volume and even our eldest is struggling who has a head set on full volume for hours every day. Our youngest is partially deaf so it's worked out well for him but he can hear the cinema at Reel perfectly anyway. We've always gone to Reel cinema in Burnley and we will be sticking to that from now on. They have a normal volume for all viewings. Also we paid for the best seats and they are far from "VIP", all the expensive ones we've had before have reclined at least and not been solid like these were. I paid extra for my husband to have decent leg room as he's 6ft6 and for my back as I have spina bifida and they were just terrible. Also to add, how does any woman sit on the toilet without having half her right butt cheek sat on a period bin 😭🤢 I'm not big either! I want a shower so bad now, it's vile, crap is pebble dashed in most toilets too.
We told our kids this was a "fancy cinema". How wrong were we? They don't even have a millions tube machine which is what they both were well excited for lol, instead they got stale pick n mix.
We definitely will not be coming again.
And if you're a fan of your eardrums I wouldn't recommend you do either.

Went to view a film in Bicester Vue in July 2026.
Staff were helpful when buying snacks/drinks.
We had already bought the tickets online and did not have any issues.
The seats were pretty ropey, not the cleanest and very worn. We had to dust off the remnants of popcorn and other detritus before we could sit down.
The air wasn’t the cleanest in the studio, it was quite stale and considering we’re in a heatwave the room was not chilly.
The toilet facilities were not the cleanest. My wife commented that it was pretty smelly and that there was thick dust on the toilet paper holder.
The film was good but the experience was not really the best and we will most likely, even though it is our local cinema, try a different cinema further afield next time. I have to add that the cinema itself is quite dated and needs a bit of an upgrade.

It was only today, a couple of weeks after seeing the Backrooms film, that my son mentioned that a good film had been ruined on his Birthday by the moth flickering across the screen. He has ASD which means communication difficulties mean’t he had not raised it on the day. On the day l had actually noticed it but had dismissed it, although after checking other reviews it seems cleanliness is not their strong point. Incidentally l have noticed more than a couple of other reviews mentioning a moth or fly being present during a screening. After contacting customer service l was told this should have been highlighted at the time of the screening and that now there was nothing they could do. We did look for a member of staff after the film but they all appeared to be busy dealing with other customers. However they told me that they would raise this issue with management and that they would get back if the issue was genuine, and some sort of resolution could happen in exceptional circumstances. This however has not happened.

Before you read this review of my experience, just note two things - firstly, Vue haven't even claimed this profile. Two, the star rating.

Both of those should tell you all you need to know. Vue doesn't care and has no interest in customer service.

Also, there's no phone number for Vue's customer services on their website, no email address - all you can do is speak to a (poor) chat support in the first instance. When you do speak to someone (chat) or get a reply (email), it's clear Vue have outsourced customer services to another country where customer service is more template driven and less empathetic, and where English isn't their first language. Cost cutting.

Anyway, my experience.

I booked using Guest checkout online on the Vue website. I attempted to create an account after (so I could view the booking), only realise I previously had an account with them. I tried logging in, received an error message. I tried resetting my password, received an error message.

I went on to 'Chat' and eventually spoke to a customer service representative. They were extremely slow to respond - taking five or more minutes to reply to simple messages. I explained the problem, they asked me to email customer services and gave me their email (which wasn't visible on the public website).

I sent an email explaining, only for Vue to reply the next day to tell me they had DELETED my account to try to resolve the problem, and I would have to wait THIRTY DAYS(!) to create my account with the same email I booked under again. The booking I had created was for a screening in two weeks time, so I had no way to view my booking.

I emailed them back multiple times over the week. No replies. Eventually emailed them back a fifth time to complain about what they had done and the lack of response. No apologies, just robotic replies telling me to wait thirty days, not acknowledging the inconvenience.

A week later (still not resolved), I speak to live chat to ask for a phone number. I eventually get a phone number - again not listed on the website. I then speak to someone ("Sibabalwe"), who had a poor attitude. I explained the problem again (for sixth time), and was told just to wait thirty days. I couldn't help but laugh at this point. I asked to speak to a manager/supervisor but was told they would jus tell me the same thing, and that I should just email and ask for a call back - but he couldn't guarantee someone would call me or give a timescale.

By this point I'd had enough. Told them it wasn't worth the hassle and we'd see the films we wanted to see at another cinema and wouldn't use them again. Asked for a refund. The rep didn't seem too bothered.

Just awful.

Whilst my local venue is not an issue. I have an issue with club perks and phoned the number. To be spoken to rudely and told to use chat as they couldn’t help. I used chat and they said they couldn’t help and would refer back to another team. Unable to tell me a timescale.

Well later still nothing. Back to chat and been on it for 2 hours and not getting anywhere.
Very very poor customer service that no one seems to be wanting to help with.
Can’t even speak to a manager as apparently they aren’t on the same floor and agent told me that he wasn’t allowed to leave his desk for any reason making making out he me chained and would be in severe trouble if he left. Didn’t care much for helping me at all.
Still no further forward.

Shameful customer service at Vue Doncaster 2 days in a row.

First of all let me state that I have just got out of hospital after surgery to my foot which involved an amputation - it is still healing and my mobility is not great.

Today, I went to see a movie and went to get a drink at the concessions stand. There were clearly issues with the till and I was left standing for 10 minutes before they opened another till - despite there being 3 other people in the foyer doing nothing. I said to the person on the till that I was not happy being left standing for such a long time as I’d just recently had foot surgery. He was unapologetic and said he couldn’t understand what my problem was - I think I’d been quite clear. I asked to speak to a manager and explained again, got no apology, he was rude, and then refused to give me details to take the complaint further. Ended up not enjoying the film as I’d been stressed out by them which is not acceptable for a diabetic patient.

I had similar issues yesterday where the person on the counter was busy scrolling on his phone for 5 minutes and ignored me. Only looked up when I waved at him.

The staff at Vue Doncaster are rude, disrespectful to customers and cause injury and health issues. The dressing on my wound is showing signs of seepage after today and my blood sugar levels are raised.

These staff do not deserve their jobs and should be sacked - they are incompetent.

It looks like I will be looking for a new cinema to attend in future.

We have been regularly going to Vue in Star City since 2000 when it first opened. An experienced 12 days back was a family with 2 kids that kept talking, crying and moaning throughout the film, ruined the experience. I wrote to their customer service team but was fobbed off by a person called Jordan. The email was patronising and laid the blame at our feet, stating we should have got up and complained. The level of service isn't great and I'd advise to go the Odeon Cinema's instead as they are very professional and value their customers.

I purchased a particular seat, which upon arrival was 'out of service'. I was instructed by the staff to contact Vue online for a refund, which I did, but was told by the online chat that refunds need to be dealt with at the venue on the day. So I was deliberately mislead by the staff and after being cut off on the online chat no refund was issued.

In the Norwich branch the prices are fair and they allow you to bring in food from other places. The seats are comfortable. There are things they could improve on but for the price you cannot complain much.

Went to the Cardiff one today 35 degrees. The reason went was to cool down, however the A/C was not working...the first and last time I will go there. No wonder it's closing down 👎👇👇

Today 5 pm at Watford, Garston.
Very unhelpful staff on the food counter.
No two seats together for next three sessions of toy story 5.
Also very very few disabled parking spaces. I counted only 5 spaces, all full.
So, I drove all the way, back to London, Vue finchley on A1000.
Air condition not very good in foyer and very long queues on two other ticket counters.

Vue Finchley north west london N3, on A1000, Where we got seats that I and my companion wanted. And enjoyed the toy story 5 film. Far better parking. Foyer air con working properly. Helpful staff.

Was given a gift card for Vue Cinema, but the company make it deliberately difficult to redeem.

It is only possible to redeem a gift card at the cinema, not online or over the phone.

I live 30 minutes away from the cinema, so either have to make a special trip in the 7 days before to make a booking, which is a waste of more than an hour of my life, plus fuel and parking costs or I have to turn up at the cinema and hope that there are seats still available.

Told after waiting for some considerable time for a live agent on the online chat that it's basically tough and has to be used on site. Their advice was "You can book in advance, but you will need to pay for the tickets, as gift cards can only be redeemed over the counter at the venue."

Great, so I have to pay for the tickets (the thing I want) myself and then have £50 to spend on drinks and snacks (which I don't want).

I don't care if you have the money from the person that bought the gift card (refunds only possible to them up to 14 days from purchase). I'm not stepping foot in your cinemas again for your deliberately unhelpful policy.

A complete scam!

Normally good but today there was a system glitch on there website which managed to book tickets for the day before. Although the staff at Vue Poole took responsibility for the error stating there had previously been a system glitch online all we was able to do was talk to customer services who responded by throwing 5.1.1 in my face saying it's up to the consumer alone to make sure the dates are correct. Despite me being told there had previously been a systems glitch we were point blank told no and my family and child went without and money down the drain. All we got back was a standard sorry for the inconvenience. Far as I'm concerned Vue has stolen our money and completely refused to budge in the slightest and were not interested in what I had to say . The way I was spoken down too and chucked 5.1.1 in my face was unacceptable. This is my opinion has not been resolved.

Was going absolutely fine until some nasty ass cretin putting their stinking ass trotters on my seats head rest inches from my head. Disgusting and disgraceful and was told to stop talking then. I’ve two children with me watching Toy Story 5 and a bunch of adult payers with no children want to try shame us intront of my child and his friend. Quality cinema visit.

Terrible offer - Be aware that any offers for "2 for £8" is a massive con and it's being provided by companies like Octopus and O2 and others.

In short, you get 2 tickets in Super Saver seats for £8. There are no warnings of any kind that state you can't use these for Big Screen Events but guess what? - anything you want to watch is classed as a "Big Screen Event" so you can't actually go and see anything you want to watch.

Even if you try and watch the film on it's LAST showing, you still can't watch it at the cinema. For example, a 3d cartoon called "Digital Circus" that's hardly known by most people was on it's last day and it had 4 seats taken and I was trying to book it on the night prior and it still wouldn't let me use the codes.

When you try to use the codes it says there's an error. It does not tell you that the reason is because you're not allowed to use the tickets or why. Then, it asks you to click a link so it can check your codes are valid and when you do that it shows you a screen saying "You're tickets are fine - you're good to go".

False advertising.
When I complained I got the line "Sadly, we can't give refunds and it tells you this in the Terms and Conditions".

What normal person would go to the Terms and Conditions to check it doesn't say "You can't watch any movies at this cinema with these tickets".

99.999% of people getting these tickets would get them to go and watch a Big Screen Event which basically means, anything that's new!!

And regardless of that, even when it's on it's last day of showing and it's practically empty they STILL don't let you watch it.

I've already started a formal complain process and will be making sure these companies do not get away with this anymore - it's conveniently false advertising and they know full well that Terms & Conditions is not the place to be sticking the line

"You can't use these tickets on anything that's recently out at the cinema"

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They could have quite easily refunded me for a code I clearly have not used but are trying to keep this money knowing most people are not going to take it any further. They partner with Octopus and O2 etc and those companies know that they don't have to worry about this con because it's not them directly making the offer but it's helping them get customers all the same and they are equally responsible for the false advertising to entice new customers.

i am shocked to see so many bad reviews. i go to starcity;s branch and always had a good experience there. never had a problem. did face a problem once where movie stuck after interval. they gave us a fre ticket to compensate. customer service is good and booking process has always been smooth (via website or app)

Hygiene Toilets - the toilet, especially the men’s are not regularly cleaned. For that reason, it looks like a Paris/ London Underground. Quite a few times I’ve been in and seen what looks like a dirty protest in the cubicles. Pay your Staff get it cleaned.

Hygiene seating - I’ve noted that 3 to 4 people as a team can go in and clean seats. What I did notice was that it’s not a very switched on or dynamic team. After they had been in there was still rubbish left behind that they had missed. I did also note a shed load of hairs on the headrest of the seats. Given we are in the age of kids having nits, bed bugs, scabies etc it is going to be really important for the brand to not be the face of that. Teach Staff how to gather hair from headrests and then get them to do it at speed as part of the clean. The state of the cinema screams underpaid staff who have no pride in their work. That problem comes from the top.

Staffing - incredibly low numbers which means they can’t handle demand. You can see that the toilet toilets and Cleaning has suffered as a result.

Discount systems - appears to to be a problem across the board. Cheap fragmented technology that hasn’t been addressed. We tried Octopus, two for Tuesdays, Meerkat Mondays and none of them worked with the online system. If you request Ppl to do the process at the desk, they will be charged more than the online system and customers are aware of the deceit in this. Just put a charity bucket at the front and call it ‘the stakeholders want more box’ it’s less shameful that not paying for better tech.
Pay the money fix the technology this process should be a very simple code generation discount apply system. Nearly every retailer on the planet has figured it out and yet this brand has not. Once this gets sorted, you will have more attendees, more revenue, better wages for Staff, more staff, better hygiene and better customer experience.

Surely the higher-ups are tired of the brand being Odeons poorer drug addict cousin of the cinema world.

Absolutely horrendous customer service and Staff

I asked for certain tickets I was overcharged for a viewing I did not see or did not request. Spoke to customer service is absolutely no help. It was the same situation with me a few months ago. I slipped my hand open in one of their seats and they had nothing to say

The price you pay these days, you might as well go Odeon as it is more high-quality and cheaper tickets

Terrible customer service via the dedicated phone number. Sadieka wasn't able to help with my query. She wouldn't pass me onto a more senior member of staff. Told me there was no manager and if there was they wouldn't talk to me as they dont take customer calls. I found a phone number for the head office. Spoke to Martina who answered the phone who was lovely. She said she would pass my details to the customer service manager called Nesmi (not sure of spelling). Nesmi refused to speak to me, I phoned three times trying to speak to her. Martina tried to get her to speak to me, and she even called me herself to see if I'd had a call. It transpires, Martina had only just joined Vue. Martina seems like the sort of person who should be doing the customer service role and not just the phone answering as she was as helpful as she could be with her limited abilities. Perhaps Sadieka and Nesmi could learn a thing or two from Martina when it comes to communication skills. Management please acknowledge your customers!