Tuesday, 12 March 2013
Oz/Cineworld: The Response
Yesterday a published a post about a disappointing experience at the Cineworld Shaftesbury Avenue on a recent visit (click here), detailing how the combination of technical issues and customer care issues ruined a screening of Oz, The Great And Powerful, and proved yet another example of how multiplexes are losing sight of the customer experience. I wrote to Cineworld's customer service, and to their credit, they responded promptly. So I thought it was only fair that, after detailing my experience on this blog, I also published their response.
I find their response satisfying. While the inherent problems with multiplexes will not be resolved overnight, assuming they ever do, this is a good example of how a company can respond to a reasonable complaint. They addressed the issues raised and were very apologetic. I had made it clear that I did not seek any compensation but they decided to offer me some complimentary tickets all the same, so I might give those to an orphanage. Or keep them for myself, we shall see.
If there is a lesson to be learned, it is worth putting in writing any complaint you might have with cinemas. No point being petty or dramatic, but if more of us follow suit, and your complaint remains focused (and justified!), then who knows... they might listen to us! Here is the response in full: