Everyman Media Group Plc Reviews 

Worst customer service ever.

Gift membership never arrived in the post but money taken from my account. 3 weeks and several phone calls later, it still hasn't arrived. Phone lines constantly take 30+ minutes to go through, gift membership hadn't been processed, then got lost, then 'promised' to send out urgently, which will now be another 5 business days wait. No senior manager available to call back, despite promises that they will urgently call and complaints process also take several days too. Woman on the phone gave me the number of a car dealership instead of the complaints team. Appalling, appalling service.

I ordered a yearly membership for my son as a present. It took the money and gave me an order number but no membership number. It said it would be delivered in 3-5 days. After 2 weeks he had still not received his membership. After 2 weeks I rang 3 days in a row waiting 30 minutes each time and the customer service/ membership team could not give me a membership number.They all promised it would be escalated to a manager and I still haven’t heard from anyone for a week.Florentine promised me a manager would be in touch max wait 72 hours.In the end I got a refund. Terrible online service and they take your money but don’t provide the gift!! Shocking. Don’t buy membership from them online unless you want to have a very disappointing experience.

Sadly I can’t give zero stars! The film showing was cancelled at Clitheroe due to power outage (which can’t be helped!) however we were promised a full refund ‘which was automatically being dealt with by our Head Office!’ 🤥 Three weeks and three emails later I still haven’t got it!!! Absolutely shocking customer service! Today I have scheduled in wasting at least (according to other reviews) an hour of my life calling them! Crap service

This review is for the mechanics of trying to book tickets; being a member and contacting customer services - not for the cinema or the cinema staff, both of which are fantastic and the only reason why I persevere, despite wasting so many hours of my life on this. It took several weeks, multiple (unanswered) phone calls and emails to get my membership sorted out (I tried to renew but in the end a new account had to be set up) - meanwhile I missed several movies I wished to see as I couldn't book tickets. Now, I am yet again unable to book tickets. Neither the app nor the website is working for members. I could book as a non-member and pay again, but then I'm paying twice! I've currently been on hold for 35 minutes and don't really expect anyone to pickup. This is madness. A cinema membership doesn't really work if you can't actually book any tickets. Think twice before buying a membership.

The Everyman cinema is brilliant. But don’t purchase E-gift vouchers on the website. My friend is yet to receive their gift and it’s been over 7 days. I have called customer services and been on hold for over 35 mins each time and heard white noise and they just hung up on me each time. I’ve emailed about 6 times and I’ve messaged them on twitter.

I have had to open a goods payment dispute with my bank to try and get a refund.

My local cinema itself and the staff there are brilliant, but I think you need a better offsite customer services.

Customer service is really poor. The phone line only pick up after ~25mins of holding (FYI - you have to listen through the eventual white noise and then they pick up pretty promptly)

Awful and distressing experience here. We weren’t able to see the film we’d paid for as the seats we purchased were not as described on their website. The manager was abrasive and arrogant and refused to refund us (despite not watching the film), and instead said we could have vouchers for another time if we wanted. This is not a suitable response to a complaint, as we hadn’t used the service we’d paid for, so the very least he should offer is a refund. His lack of awareness and accommodations for customers with disabilities (particularly neurodivergence and mental health) is extremely disappointing, and he stormed off mid-conversation, leaving us visibly upset. A very dehumanising experience, and I hope they can learn how to be an accessible cinema in the future (as well as cleaning their dirty sofas).

Appalling customer service, have telephoned 3 times with a waiting time of 20 minutes on each occasion. The refund hasn’t been processed which was promised.

I attended the Crystal Palace branch to with my wife and 2x kids, we arrived on time and ordered some drinks and snacks, just as the Barbie movie was started my daughters aged 6 and 7 wanted oreo cookie milkshakes and cookie dough, the waiters in the cinema politely told me they couldn't take orders as the movie was starting but i can go to the bar for drinks and snacks, i went to the bar the lady at the bar was pleasant and asked what i wanted, i told her and she said no problem i need to pay by card, i popped back to my seat to grab my card, i came back to the tills to be met by the manager Will, he said can i help you, i said its fine im being served, he then said has you movie started i said yes just starting (the intro credits were still rolling), he then abruptly said oh well you can't get anything as the movie has started, i then told him his staff told me this info and directed me to the bar, he said well its the rules and you can't get food or milkshakes only drinks at the bar, i was taken by the manner of his tone, i said excuse i have been back and forth i just want to grab the above order, he shook his head and said sorry nothing he can do, i then proceeded to say can i at least get the milkshakes for my kids they are young and decided last minute they want milkshakes, he then upped his abruptness and said I've told you theres nothing we can do you can't get anything as we are busy, and if you arrived on time you would of been able to get your order! Excuse Will i was here on time! I said my kids wanted the shakes not me! The lack of care or consideration for his customers was disgusting, as a manager i feel he should be prepared to go the extra mile for his customers, and ensure we feel welcome and comfortable during our everyman experience, instead i felt very un-welcomed and dismissed

Completely ruined the excitement of the evening, then having to go back to my children and give them the disappointment, ruined the evening for them also

My wife and I have been to other Everyman branches and had excellent hospitality, but Will was a terribke example of what good service looks like, I realky enjoy Everyman and will be happy to attend again, however this feed back had to be sent and i hope this will help improve the service at the Crystal Palace branch, i reallt felt like asking for a refund but my daughters were really excited to watch the movie i didn't want to let them down

I love my local Everyman cinema, the place is lovely, staff are great and I find it a much better experience than my local Odeon which is really run down these days and full of people who can't keep quiet when watching a film.

However, the reason for the three stars is buying a membership and trying to resolve problems with it has been really problematic. I've sent a couple of emails to which I got an automated response but then no follow up, still waiting days later. Tried to call them yesterday and hold hold forever, tried again today and on hold for 15 minutes at 8.30 in the morning but got through. I did finally get through to a really helpful and polite person who seems to have sorted out the problem by setting up my account manually - but I'm still waiting to see if I get the confirmation email as nothing yet. She also moved the start date of my membership to take account of the two days I hadn't been able to use it, which was nice of her.

The problem I was having was that the website took payment but failed progress to the 'confirmation' page and gave me a Code 9 error (whatever that is) which means that my loyalty account was not actually automatically set up so I received no membership confirmation or membership number by email or post or anything - nothing.

I'm hoping it's now resolved but as yet still no confirmation email. If it doesn't arrive today, I will probably have to ring them again and come back and downgrade my review. Lets hope not. A very unnecessarily frustrating experience!

I brought a gift card for £25.00 and paid P&P on 14 July. As a friend's special birthday decided to order the card instead of an email gift voucher. The money has been taken from my account but no card has been received. I have tried to contact customer services via email and via the telephone number given but no response. The number just rings out. This is awful customer service. I'm so frustrated how do I get my gift card or my money back if I cannot contact anyone?

Absolutely unacceptable and shocking service. I have tried SIX times to call them and waited a total of over 2 hours but nobody ever picks up.
I have sent emails but only receive an automated response that they’re dealing with my query - but they’re NOT!!
They were very quick in accepting my payment but there’s no customer service to handle my complaint and query.
Their behaviour is unbefitting ++

Really a poor experience with website and customer service - (a shame because the cinemas and staff there are great.) I was trying to buy an annual membership but when the website wouldn't allow me because it thought I was already a member - albeit one with no benefits - I tried to get some assistance. I was sent a payment link, but this didn't solve things, I was told I would be contacted 2 or 3 times and got zero response. Finally, I started again with a different email - still have not heard from 'the manager'.

What a dreadful customer experience
I was given gift vouchers last year for my birthday. They were misplaced as we were getting work done on the house. Just out of date but there is a 20% “admin” fee to extend as an online card. How can that be fair when it would take seconds to extend the expiry date online! Won’t ever be going there again

Tried to book to see a film but their website was having issues processing the payment. It said to try again or try later. I retried a couple of times then waited for a bit before trying again. I still had no luck but then discovered that they have reserved 6 lots of payments from my bank account! They have tied up all my available funds. I have direct debits due out which will now get bounced....at a cost! And to top it all, customer services refused to do anything about it (I suspect more because the woman didn't have a clue how to) and said they would be able to book tickets for me but would have to take another payment! I couldn't make another payment because they already have all my funds tied up! I am beyond furious with them! I will never go to one of their cinemas again!

Manchester cinema was superb food was great staff were great.Very impressed..Will be going back 100%

Quality viewing experience everytime @Wokingham

I was a member and watched films a few times a week at King’s Cross the staff were awesome and the manager was a nice guy. Some of the other cinemas like Muswell Hill the staff were not as friendly. Full membership was £600 I seen now it’s £650 that’s unlimited movies any cinema and you can bring someone with you. Movies were £20 at King’s Cross so you got to love movies to get your money’s worth, Is it worth it coming from someone who loves the cinema I’m gonna say no as there is odeon lux where the seats are better and it’s a lot cheaper for membership. Also Everyman only shows some movies so you have to go to other cinemas which is not good enough seeming the cost my odeon shows around 10 to 12 different movies a day where as Everyman King’s Cross shows around 5.

I visited Everyman Harrogate on Tuesday, the 14th of March 2023. When I arrived I was told by a member of staff that the film had been cancelled due to it only showing in Black and White (fair enough these things happen)

She also claimed I should have received a cancellation email and a phone call, and I obviously received none as I wouldn't have shown up.

She also claimed I would get an automatic refund, which I wasn't convinced of as I also never received the "cancellation email"

I called Everyman customer services today (17 of March) and spoke to Jake, who was extremely helpful. Their customer services wasn't aware of any issues from Harrogate cinema that day, hence why my refund was never processed.

I just believe the girl lied to me on the day of the film to just keep me happy whilst I was there, once I'd left I'm not her problem anymore.

I just want my refund, it's not a lot to ask.

Never again.

A faultless experience.Genuine well trained team members, delicious hot food and a very clean cinema.