Vue Reviews 

Only been to one Vue before today, as no cinemas existed anywhere near me. Loved that experience so when I heard Vue were coming to my home town I was very happy. However, it seems there is something systemic in the company as even though I visited the day after it opened it's doors for the first time, I was surprised that the cinema seating was still dirty from the previous audience, rubbish and popcorn everywhere, this was just 10 mins before the showing started. Very surprised at Vue tbh, but looking at other comments, cleanliness seems to be an issue across the chain.

I booked Vue Watford for the 11:40am screening of Star Wars: The Mandalorian and Grogu on Friday 22 May — and honestly, it was an absolute nightmare from start to finish.

Between tickets, food and drink for the two of us, it set me back about £75, which is not cheap. But the second we walked into the screen, it was obvious something was seriously wrong. It was 29 degrees outside and the air conditioning was basically non-existent; the room was unbearably hot and humid. I spent the entire film struggling to catch my breath — it felt genuinely unsafe to be trapped in that heat for two hours.
At one point I went out and spoke to the manager to see if anything could be done, and they couldn't have cared less. They told me flat out that there was nothing they could do because the AC is controlled by the central offices. That’s not an acceptable answer when you’ve got paying customers literally sweating and unable to breathe in your auditorium. It’s blatantly obvious that Vue keeps the air con turned down or off to save money, and they simply do not care about customer comfort or basic health and safety.

I feel like I completely wasted my time and money. I was there to enjoy a film, not to sit in a sauna and fight for air. If Trustpilot allowed zero stars, that’s exactly what I’d give. This experience has honestly put me off cinemas for life — that was the last film I will ever watch in one. Vue Watford, you should be absolutely ashamed.

Vue cinema is cooked

Doesn’t show most horror films listed as coming out that month. Then chooses to show them in some locations but not all. Might as well not have a cinema in my town.

Then cancels screenings when you change your evening plans for the one screening on that month.

Inconvenient, time wasting and not even a good experience when it does work. Read the writing on the wall guys.

If you want to sell popcorn for around £8 pounds at least it should be fresh! The popcorn is horrible not fresh comes out a big bag and bad quality
, sticks into your teeth! DO FRESH POOCORN!

Greggor in Stirling Vue was brilliant. Class service with great humor, compassion and attentiveness.

LIGHTS LEFT ON ABOVE SCREEN DURING MOVIE!!! I can appreciate that lighting for customers may now under health and safety need to stay on during ads and trailers when people are still arriving. Most are unwatchable due to the amount of light on screen. When the movie started most lighting was dimmed except for a large round bright light directly above the screen. This was a major distraction and constantly took my attention away from watching the movie. And during dark scenes, which were many in Mortal Kombat II, it made black levels look brown and washed out and was hard to see in certain very dark scenes. This poor viewing experience has put me off and if lighting is to be left on during the film in future I wont sadly be returning. Very disappointed in the Torbay Vue in Paignton. Totally ruined the experience for me and was so looking forward to seeing this movie at the cinema.

I bought advance tickets for Mario with my grandson and he wanted popcorn and a drink. There were 8 families in a queue and 1 person serving. I complained about the 20 minutes delay and that we were missing the film to 2 staff members chatting at the side. They said not their department. I asked for the manager and wanted my money back and they said he wasn’t available. Customer care very poor.

I booked two tickets for Vue in gunwharf quays Portsmouth. I was unable to attend due to being unwell. I have contacted them for a refund or to arrange an alternative booking. Unfortunately I have been met with negativity and they have said there is nothing that they can do about issuing me a refund. I am not happy with their customer service and policies. Are they suggesting that I prioritise them over seeking medical assistance…. Overall terrible experience

Vue cinemas are either too hot or too cold, the lights come on the second the credits roll, which kills the atmosphere for anybody enjoying the credits, the food is overpriced at £20 for a medium popcorn and two drinks, and the sound quality is quite often terrible. In addition to this, the Vue at Livingston is filthy, and needs a good clean. The screening times are appalling unless you happen to have young children. God forbid anyone might want to see a 15 or 18 certificate film during the day as all that's available is family movies. Horror movies ate frequently pushed to 10.30pm showings during the week (!!) which isn't feasible for anybody who has a job. And customer support staff on live chat are rude and couldn't give a damn about supporting or helping anyone.

I'd rather go to Cineworld as at least they have a diverse schedule for all tastes, not just family films all day long.

Went to see movie with my partner in Edinburgh ocean terminal , where should I begin.., the cinema and food facilities were dirty popcorn and gummies everywhere on the floor I will be letting the food inspector know about this, the screening room was even worse ! Sticky chairs smell of old wet carpet and toilets in state like someone juts rid of first communion cake through back door , absolutely appalling! The lady at the front was nice and welcoming but the screening room wasn’t ready till literally 2 minutes before show , I have seen many cinemas in my life in many countries but this was cringe ! Price I have payed did not reflect on quality of service and that’s the last time I have ever set my foot there I will be using only independent cinemas as I use to and I clearly have no idea why I ever decided to go to Vue , this place was so nasty smelly and dirty I can’t even describe it ! Also 40 minutes of adverts seems a little much I’m paying for not seeing this crap but hey that’s Vue for you I truly regret giving them my money and by the look of it i presume they will close soon or bankrupt , the lack of management and at trying to keep facilities clean was bright as day , I truly do not recommend to anyone maybe odeon better but I can’t tell, won’t be going there ever again £35 price tag should one with at least clean seats not in this case, also whole corridor and building inside looks old and tired due to lack of maintenance, holes in the walls after old electrical fixtures and cables coming out of it doesn’t make feel safe, the show itself was good although sound quality was poor, that’s all it is.

Not great, i took my daughter to see the new billie eilish film because it was released today and because we were at the concert whenbthe movie was being film. I didn't have a problem with the movie it was brilliant, what i did have a problem was with the pricing, there was no memrobilia like at the Premier, no cups absolutely nothing, what a total and utter rip off. Also why so expensive, some cinemas were charging a lot less than you. I wont be going back .

I recently visited Vue Doncaster to watch Michael, but the experience was negatively affected by loud noise coming from an adjacent screen. The sound was clearly audible during the film and made it difficult to fully enjoy.

I contacted customer services afterwards, but despite explaining the situation, I was told no refund or goodwill gesture could be offered because I hadn’t reported it during the screening. While I understand this policy, it’s not always practical to leave mid-film, especially when the issue is with the cinema environment itself.

Overall, a disappointing handling of a genuine complaint. I hope Vue reviews how these situations are dealt with in future.

Absolutely unacceptable customer service from Vue Cinemas.

I requested a simple receipt for a booking (Reference: WGLPPFB) at Vue Edinburgh Omni Centre — something any company should be able to provide instantly. This was for a team-building expense, so it was time-sensitive.

I first contacted support on 27 April and was clearly promised the receipt within the week. I followed up again on 29 April, stressing the urgency. Nothing was sent. No update. No explanation.

When I chased again, I was told they would “create a new request” — with zero accountability for the original one. I was then pushed to email instead, which I did… and was completely ignored.

So to summarise: multiple contacts, broken promises, no ownership, no response, and still no receipt for a legitimate purchase.

This is not just poor service — it’s a complete failure of basic customer support. If Vue cannot handle something as simple as issuing a receipt, it raises serious concerns about how they operate.

Avoid if you expect even minimal customer care.

Absolute joke of a company, The York manager was rude and unprofessional so I complained to vue and they turned it around on me saying I was wrong and rude even though I recorded the whole interaction with voice recorder on my phone. They also don’t understand how o2 priority works telling me o2 send me the digital tickets even though another team from vue apologised and admitted the tickets have nothing to do with o2 only the discount code. Vue can go bust for all I care I’ll go to another cinema. It’s not like Vue are busy with custom these days. They also lied and said I received 2 tickets from the manager which was a complete fabrication, I had to pay for them! You’ve literally lost 7 customers that went to your cinema once a week on average because you would rather call us liars over 2 tickets and back the lying manager when all you had to do was ask me to send the recording of my interaction with him. I’ve posted the whole thing on social media to show how your staff realky speaks to their customers!!
Shelley from customer services is the worst person to handle complaints

We watched Michael on Screen 6 in Vue, Romford. It was far too hot in there. No air conditioner was on. A child became distressed telling the Mother "it's too hot; l wanna go! How long till it finishes"? There was no Usher for cinema 6. Also the high volume used is unnecessary, it's a small cinema room and it just sounds distorted.

When in an emergency with public transport breaking down they are not willing to help at all with your booking unless it is before 2 hours. Even when pointed out that the breakdown did not allow for 2 hour notice. There was still not any help or support given. Clearly do not value there customers

I have just been to see the Michael movie in Halifax. I had a sky code & the assistant couldn’t put it through & called the manager. I said the movie is going to start the assistant said they play adverts & wont be starting yet. The manager came & said I couldn’t use the voucher on Friday or Saturday. So I paid. When we got to the movie it had already started. So missed the first vital part of the movie. I am not impressed with the staff at Halifax. I complained to the manager after the movie & she gave me a voucher for the next time. As if that helps when you went to see a particular move Not impressed Poor management.

When the brick and mortar Cinema experience is in decline, it's perplexing why Vue seem to be really keen to help it along it's way.

We used the VuePass to get a £8 voucher. It stated that we can only get SuperSaver seats. Once we paid, we then realised the SuperSaver seats are at awful viewing angles and front row only. Of-course there is no refund or credit available so we didn't bother to re-book with Vue.

We went somewhere else instead which had a simple booking process and allowed you to see the seats before paying anything.

Every visit to Vue Stroud is a pleasure. What really sets this cinema apart is the staff; they are incredibly helpful and genuinely friendly every single time. It’s also one of the cleanest cinemas I’ve been to, which makes the whole experience much more comfortable. There is nothing like the magic of the big screen—support your local cinema and go see a movie here!

Terrible customer service at cinema, online by phone… not a good place to go if you are learning disabled in particular!

I just had yet another problem with Vue cinemas regarding my learning disabled son… the latest in a series of incidents.

He arrived at Harrow with his support worker, to see a 3-D movie. The 3-D glasses had been prepaid with the ticket, but nobody provided them and when they went to the counter, they were made to pay again.

When I took it up with Vue afterwards, we were refused a refund because they paid for a replacement glasses in cash and have no receipt. Vue have simply retained double payment and taken no responsibility, although the entire situation was due to the incompetence of their staff.

This follows an incident a few weeks ago when they cancelled a film at the last minute, after customers including my son had travelled to the cinema… and they thought it was sufficient just to provide a refund and no compensation or gesture of apology.

And a few years before that, we were made to pay a supplement on arrival at a Vue cinema, because we had booked a disabled ticket but had no proof of disability with us - although my son is visibly disabled.

All in all, Vue is best avoided. I’d strongly recommend that Everyman provide much better support.