Everyman Media Group Plc Reviews 244

I was given a £100 e-gift voucher for Christmas and when I tried to use this to purchase membership, I wasn't able to.
Apparently this is a problem they have known about for some time but have decided not to address.
So my daughter now needs to get a refund for the gift voucher and buy a membership voucher instead. A totally convoluted and time consuming process which is ridiculous..Also it means that we will be spending £11 less with you than the original voucher. Terrible customer experience :(

Id give 0 if was an option.

am writing re the appalling service from both the website and Horsham regarding my booking in 26th December.

I tried booking online for Wonka at 11. 20 on 27th December. Three times the web page stated that payment couldnt be made and to go back to start.

In the end I rang to make rhe booking using another bank/ card.

Yesterday morning I noticed the 3 payments, which stated unsuccessful, showing on my bank. I called my bank immediately and they told me to contact you.

I tried several times and couldn't get through, so when attending the film at Horsham, I spoke to your staff. I was assured I only had ONE booking and told NO other payments had been taken. I even showed them on my banking app. I was told they were probably only pending and wouldn't be taken.

This morning ALL 3 payments have been taken from my bank. Ive tried 3 times calling the number given by your staff and no answer, just a long wait, each time.

This has messed up all my bill money, wasted my time and money on phone calls too.
I'm also fuming to have been lied to, that no other bookings were made, when clearly they had and money taken. I even asked him to check other times for day I booked. He could've refunded me then.

I want the monies refunded today and compensating for this mess.

Purchased an e-gift card for Christmas which has yet to arrive. Chased up Christmas Eve was told the order was confirmed and would be with the recipient within and I quote 'hours/days' they were not kidding on the days part. We are still waiting. Gift ruined. Shocking company, shocking service. Giving this a few more days before launching a formal complaint with Visa.

I ordered two separate £30 giftcards on December 5th which never arrived. I rang yesterday and despite being on hold for 30 minutes the guy who answered said he couldn’t help me. Apparently they had sent it to the wrong address but implied it was my fault.
I asked them to cancel the cards and send me two e-cards but he said he couldn’t do that. The two cards were gifts for my children tomorrow.
Very disappointed and sad.
The gift card I ordered from the Odeon arrived the next day!

I had a really disappointing experience today. The cocktail I ordered was inedible and the customer service I received after taking it back to the bar was appalling. So rude. Will not visit again.

Went to Muswell Hill cinema 9 days ago when it was particularly cold. Had to leave as cinema was freezing and when I spoke to an employee I was told the boiler had been broken for a month. I wrote in and complained and got an acknowledgement but despite chasing no one bothered to follow up. Special shout out to Ben who assured me I’d get a response. Back to Vue I go.

NEVER BUY A GIFTCARD FROM HERE. I rarely write reviews but Im appalled by their customer service. I got a giftcard as a birthday present, the physical card never arrived. After getting a print of the activation code, it didnt work online. Its been now 4 months of tons of emails, number of calls to try and get the membership working and activated?! When they finally did set the account up and give login details, I login to find 0 tickets available... not to mention the original membership was for 7 tickets, when they sorted it out the membership said 6 included... but behold there is nothing. So much time and money wasted for nothing.

I love our local Everyman and the staff are always great. BUT if you need customer services support - good luck! Even though I am a member and pay them a £55 a month membership fee they STILL don’t bother to answer any emails I send them. I’ve had to send a few as I’d received no membership card after 4 months of joining. Nope, no reply. If you phone them and manage to get them on the phone the staff are really nice but be prepared to be on hold for ages. I think the staff are good but let down by poor back office systems and clearly not enough customer services resources.

A friend gave me a gift card which was to expire in 3 days so went to their w. site to buy 2 tickets at Bristol venue for Madame Butterfly film next April...I entered the 16 digit code as on the card but it was rejected as invalid. Tried 3 times at different times, on 18. 11. 23 Called customer service, long wait but got polite man who could see. at his end, that the card was valid, but expiring soon. He did try hard.
But he did not have the ability to remedy the blockage so he mailed me so I had the right mail address and I agreed to his suggestion that I. mail a photograph of the card as evidence I had it! This was on day 1. No acknowledgement, so mailed cust. service later in the day, with the ref no the agent had given me in his mail. No response day 1. or Day 2 or today, card expires tomorrow 21. 11.23
So I am requesting from Customer service a refund of the card's value , watch this space. The agent suggested I buy the 2 tickets as I was aware not many good seats left , but he did understand that I couldnt afford the prices! Perhaps Everyman will respond to this, but I see they are not interested generally with good customer service. We can see this film at Vue but my friend was keen to see what the cinema was like!

I wanted to buy a physical gift voucher as a present for a family member. I went online and chose the option offered of a physical card that I could give as a tangible gift. I wanted to spend £60 but as this amount wasn't available I bought two £30 cards. It was obvious this was the same transaction, to the same account, to the same address, to the same person. When I only received one card in the post I immediately phoned customer services. There was no offer of help, no apology, no offer to rectify the situation. nothing. All the person wanted me to do was e-mail customer services. I asked what the person - from customer services - would suggest I do when no one replied.... So when the second card still didn't turn up, I did e-mail customer services. To date I've received no reply. Nothing. I'm not a fortune teller but this is absolutely what happens all the time now. So I phoned customer services yet again. 15 minutes of absolute pfaffing around until I had just had enough and demanded they sent me my second card. No apology was ever forthcoming. You offer a service on your website. I paid for that service and you literally didn't deliver. I then wasted so much time trying to sort it out when all I wanted to hear was "....We're terribly sorry you've had such bad service. Leave it with me and I'll get your second card out to you immediately..."

If this second card ever does turn up...... trust me, I will never ever use this service ever again.

I am a wheelchair user and booked to see a film at the Edinburgh cinema before hand I had phoned to make sure the screen was ok and that the accessible area was in a reasonable place to see the movie. After being told that it was I booked and was shocked to find out that I'd have to sit with my neck cocked at an uncomfortable angle for anyone as well as having no place for placing drinks or food. Before the movie started I left to ask for a refund as I was not planing on staying for the movie. After being told I had to call customer services and all they do is shift blame and waste time. This issue still have not been dealt with and the issue was raised in the 22nd of October

Awful customer service, I've been a member for a number of years. Recently had to email about renewal, despite 6 telephone calls and a similar number of emails, nothing has been sorted. Recently the standards have dropped at the cinemas and food often arrives well after the film has started.

Never had anything other than amazing visits. Comfy seats, lovely cosy and relaxed screens, love ordering pizza to our seats. Staff are always great!

This review is for the app not the cinema. I pay £55 a month for membership and you’d expect the app to work! Look on the Apple App Store reviews and you’ll see everyone is having problems with the app. It takes so long to book online as the app rarely works, logs me out everytime, never saves the QR code as it just says cancel booking.
The actual cinema we love. Please just sort out the app.

I’ve been a member for a couple of years now and had increased the level of membership at each renewal.
Just recently I wanted to upgrade to ‘Everywhere’ membership but it was less straightforward than I’d anticipated. I spoke with Natalie in customer services on Friday afternoon and she spent nearly an hour trying to find ways to support me and enable the transfer to happen. What an absolute joy it was to chat with her and receive real and genuine warmth and a ‘can do’ attitude. Natalie phoned me on the next working day to explain all she had done in the interim and to confirm that the problems had been rectified. Five stars to you Natalie for your exceptional customer support. Thank you!

I have been coming to the Everyman cinema (Chelsea) for almost a year. I love the experience of not just watching movies there, it is the staff who enrich that experience even more. From the moment you walk in, get to your seat or just sit around in the lobby, order food, fabulous cocktails, you have to love every minute of it and ofcourse watching the movie itself.

When I went to watch The Haunting in Venice yesterday, the duty manager was Nick Fretwell (as always) amazingly attentive ensuring you get to your seat, sorting your food selection and popcorn is always a great addition to the movie experience. Thank you Nick for your super customer service skills.

I appreciate their warmth and smiling faces, even at times when I've not had the best of days, they definitely help me forget the 'outside world and its problems'. All the duty managers and staff are so easy to interact with, I am and always will be an ardent fan of the Everyman Cinema (Chelsea) experience.

Ps: I even moved to the area to be closer to this particular cinema, certainly worth it. And highly recommended place to relax and unwind. Thank you Everyman Chelsea for making 'going to the movies' such a cool and unforgettable experience.

R

Absolutely fed up of trying to book a movie on line through the Everyman app , i keep getting this …. Unfortunately we are unable to reserve your tickets. Please try again, but if this issue persists call our customer service team on.
I have emailed Everyman and heard back but it wasn’t resolved, I either have to call or actually go to the cinema to book .
As a premium member I am thinking of cancelling it !!

Attended Lincoln Everyman to watch the Barbie movie on Saturday 19th August. It was 24 degrees outside and we were dressed appropriately in summer attire.

It started off comfortably but by midway the air con was ramped up so high in the screening that we were absolutely frozen. Absolutely no need for it.

On leaving when I raised with a staff member I was told "Oh yes, it's a nightmare in there. You should have asked for a blanket! We have blankets!" as if I should have known to interrupt my viewing experience and ask for a blanket in 24 degree outdoor heat...

It costs too much money to be *that* uncomfortable and I'll be returning to Odeon in future.

When the cinema first opened, it was serious about quality films, invested in plush surroundings and valued its customers. Now it is just a very expensive version of Odean. In fact at least odean is kept clean, Everyman cinemas are looking tatty and unclean.
Some of the staff are nice, but many are unfriendly and make it obvious they hate their job.
The other big issue is its app and website are useless. Often not working.
I used to love the Everyman brand, but unfortunately it's seriously gone down the nick.

My husband was gifted a membership card. The website isn't great to use and I had to ask ChatGPT (of all things) how to activate it because the website was so unclear. Once we were in we then had issues booking using the Monday 2-1 offer. Had to call customer services who on 3 occasions hung up after around 5 mins on hold. Finally got through to someone who sorted things out for us.

I'm guessing here but would suggest that there aren't enough customer service staff and call handlers are cutting calls because of call answering time targets.