Picturehouse Cinemas Reviews 107

Despite havimg just rejoined automatically I cannot access free tickets.

As ever no one can be bothered to answer the telephone

New app and website hopeless. Unable to log in, unable to see what films are showing or when....must be the most useless website and app ever launched.

The new updated app is counter intuitive. Can’t see what’s on properly with datesThees no function to see a calendar and pick a date to view what is showing . Can’t even access my booked tickets . Bring back the old app Picturehouse .

Activation took two phone calls to fix. Now the app is down and the website refuses to accept my username despite it being confirmed by email. Useless customer service and interface

They cancelled a viewing and didn't want to refund us the booking fee ( even though they cancelled the screening! ) and didn't offer any compensation, they could've emailed us before we spent money and time to go to the cinema, only to queue for 20min to get a PARTIAL refund....

Greenwich Picturehouse . Film great- theatre clean. However, the heating hasn't been working in 2 different cinemas in the last 3 weeks (cinema 5 and cinema 3 today). They did not inform us in advance about the cold cinema, so I have had to ask for a blanket twice. Another thing is the toilets are filthy- they are.not checked regularly enough anymore. The disabled toliet, I used today needed cleaning and my hubby says the mens loos are really unpleasant. This hygiene issue needs to be sorted please !!!!

Review of central customer service team, not the cinemas themselves. Absence of customer service, incredibly rude customer managers. One team member incredibly helpful. Aside from that, correspondence was condescending, patronising and didn't acknowledge the mistakes made by Picturehouse team until I forced the issue. Was advised I'd have a call within 7-10 days but Picturehouse unilaterally decided that was no longer required by either party??!! I only found out when I chased the call up after 20 odd days of hearing nothing. How is this allowed to continue? The senior management team is presiding over an appalling customer service management team who even put their rudeness into emails which tell me they have no concerns about being performance managed. Car crash of a management structure.

Bought a £50 gift voucher on Christmas Eve which has not been received. Sent emails which state they will take 14 days to get to but you can ring to sort out any problems. The site does not give a phone number. Googled and got a few numbers that just ring out. No response at all. Think I’ve lost my £50???? Please be warned… do not buy online from Picturehouse.

Needed a refund as booked wrong day. Rang their refund line and was in the queue for over an hour. Was 4th in the queue when rang on opening time so really don't understand how it takes so long. Not even an apology when someone answered. Really has put me off using this cinema.

You have to phone a premium rate phone number to book the 241 Meerkat deal. It states you'll number 1 in the queue, but you never move up and your call is never answered It cost me more than £5 to call so negates the reason for calling. You then write to their customer services and no one answers those emails either!!! I won't be going back again. Shocking in this day and age that they are still using this kind of phone service

Absolute disgrace of a booking service. If like me you require support with booking tickets and have to use the phone booking service instead of online, the amount of time you sit on hold waiting for this service will literally cost you MORE than the ticket itself, which is already more expensive than many cinema’s.
We get it Picture House, you’re NOT WELCOMING TO ALL CUSTOMERS.

Wow! Making people call a high-cost booking line in order to get free tickets with a meerkat code! (unless you spend time and energy going directly to the cinema, and purchasing the tickets in-person). I think this is really poor customer service. Other cinema apps just allow you to enter the code, and crack on with your payment. I ended up paying more in mobile phone fees than the amount I saved getting the free ticket! How does that make any sense? I was worse off! Not happy, at all!

Cinemas are worth supporting. However. The app is potentially one of the most frustrating thing you are likely to come across on the Web in 2024!
Always broken, always user-infuriating, always down, always anger inducing.
The booking service has been a consistent failure for many, many years.
Ditch the developer and get a competent one in to do the job.

although the cinemas themselves have much to recommend them, the one star is for the execrable customer service. nobody picks up the phone on any of the advertised lines, and emails are promised a response in 3-5 days, though they are not always responded to at all. if PH want to attract members this is not the way to go about it, and if they have no choice for economic reasons it is not an encouragement to invest in what looks like a failing enterprise.

I visited Chester's Picture house. I thought the staff were really nice. A very enjoyable evening

I have a membership to Picturehouse Fulham, which costs a fortune but its convenient for me. They have decided to close the cinema with very little notice and will only refund me a portion of my membership. They will not look at the fact that I have paid for 10 tickets but used only one so they are penalising me for having a membership - it means my one visit to this cinema cost me in excess of £40. Do not buy membership here, it is a complete rip off and customer services are dreadful.

The staff in Norwich Cinema City went above and beyond to deal with a query, a special mention to Will who was so helpful and friendly. Exceptional service. The breakfast was also delicious.

they charged me the wrong amount, refunded me the money then charged me again instead of just giving me it for free. atleast the security guard was chill

I love going to the Cameo Picturehouse in Edinburgh but am really struggling with the inability to use Meercat deals other than doing so through their phone line - which has horrendous call charges (a 6 minute call cost me £6). Surely they can do better and find a way for this to be processed online? I can only think that currently these charges are being used to finance their phone line. So sad! Would love a response on this one!

There is a lot to love about the City Screen Picturehouse in York.

Great location (on the river in the centre of York), great cafe bar with good food choice, excellent staff and a good selection of films showing.

The only downside is it's colder in the cinema than outside meaning you still need a coat in spring/summer and you need a big coat & scarf in autumn/winter.