Omniplex Cinemas Reviews

Hi, can you help please? Last week, my husband and I booked for a film.

We are both pensioners and not tech-savvy. Unfortunately, we couldn't make it and went the following week. Although the assistant was pleasant, she stated that in spite of our omnipasses, we would have to pay as we had booked the film the previous week. We went home.

Surely on the system, it should show that we didn't collect tickets for the said showing. May I please enquire what the policy is for a situation like this? Thanks. P.S.

Although I have left my mobile number, we live near the airport and the signal is not great, so our land line is 0289422**** or of course, an email. Thanks again.

Im really unsure on where I even start here and I cant comprehend whats just happened and how my partner and I have just been treated within the premises of your High Wycombe Omniplex cinema location. I will try to put into words the best I can what has just happened.

I booked two tickets at 7:30pm on Tuesday 26th Of March (one standard adult ticket and one meerkat ticket) to watch Immaculate at 8:50pm on the evening of Tuesday 26th March. My partner and myself were the ones attending the cinema to watch this film. We arrived at the cinema and we had just been to the Five Guys restaurant next door and brought into the cinema with us (as we do every single time weve been into the Omniplex at High Wycombe and never been told before we couldnt take them in) our milkshakes we had just purchased (which had just cost us £12). We were greeted with the most rude, hostile and unapproachable boy that was stood behind the tills changing the popcorn.

We went up to the till and I had my email up with the QR code for our tickets so we could collect them and continue into the cinema to watch our chosen film. Instead of being greeted with Hello how can I help or something else polite and of the sort you would expect in a customer service based job role, we were greeted with a mumbled you cant take those in and he didnt even look up properly to speak to us as he should have! So we explained we had always taken milkshakes in and we explained we had been to the same cinema just two weeks previous to this and no one said this?! He replied with well the policy must of changed!?

So I said no worries then, I dont see how the policy has changed within a two week period but thats fine we will drink them and bin them before we enter the cinema. Can I just get my tickets Ive paid for so when weve binned the milkshakes we can go straight in to our viewing as were already running late for the showing I got a reply back from this boy saying no I cant do that you cant have your tickets until youve placed the milkshakes in the bin I mean REALLY?! How rude and completely inappropriate that I cant collect the tickets Ive already paid for with my own money because he wanted me to place something in the bin first? Even though we were not going to take them in and bin them before entering.

Anyway, so again we had to say fine we will drink them and then collect the tickets, so we stood near the till and he decided to try and command that we go sit over there to drink your milkshakes Which we DID NOTI really dont know who he thinks he is to speak with such tone & rude manners towards good paying customers?! So we stood exactly where we were and finished as much of our milkshakes as we could and then binned the milkshakes. We then went back to the till and asked if we could buy a tango ice blast and a Coca-Cola to take in as we werent allowed to take our milkshakes in. There was one other

girl and a woman also stood behind the tills.

As I asked if I could buy these drinks the girl switched off the Tango Ice Blast machines by the switch and said no sorry you cant buy one now also no you cant buy a coke because weve turned all the drink towers off!? So what they were telling me is that I wasnt allowed to take in any other drinks from another shop/restaurant and I also COULD NOT BUY ANOTHER DRINK from the Omniplex Cinema?! After we had just thrown away our only other drinks!? I mean seriously we thought it was some kind of joke.

How absolutely disgusting is that for them to have done to us?! So we questioned why have you just turned all the machines off when the cinema is still open there is a showing suppose to be taking place and we are here requesting to buy something & youre now refusing it? Where the older woman replied with Well its because the cinema showing was for 8:50pm and its now 9pm so we decided to turn everything off Even though we were stood RIGHT in front of them finishing and binning our milkshakes like the had told us to, they knew we were there to watch a film but still turned everything off so we couldnt have anything to drink for the whole period of time we wouldve been in the cinema? It just makes no sense and it so outrageous I cant believe Im even having to complain about things like this from a new cinema!

So I said to them I wanted all of their names and that I was going to be taking this further. Where I was greeted with the same woman saying well I can tell you Im the manager I said to her I want to take this higher than you, the manager of the branch as Im disgusted with whats happened tonight and I also want a refund She then said we dont have to give you our names! Im just the manager thats all I need to tell you. She then proceeded to say she couldnt do a refund on the tickets I had paid for, after a little back and forth conversation between myself and this woman claiming to be the manager of the High Wycombe cinema, she said she had done the refund and that the money for our tickets would be back on my card within 3-5 days.

I would also like to add the fact that we were on ONLY CUSTOMERS in the whole cinema and they were treating us this way which caused a loss in your business income due to your staff! I am currently writing this the evening of the incident with your awful staff so I am yet to wait and see if I will actually be even receiving my owed refund. I am so outraged at this situation. I want something done about this disgusting, hostile and horrible behaviour we have just endured.

I will wait to hear back and also try to find other waysI can get in touch with someone higher up who needs to become aware of what is going on. I expect this to be dealt with and I want to know what you can do about.

Regards,

Daisy Coombes