Picturehouse Cinemas Omdömen 

Infuriating. Website does not load the show times just spins. Frequently happens on different browsers and devices. Utter 🐶💩.

Shocking company. Awful. Truly terrible. NEVER GO HERE

I booked for Friday evening 70mm Screen 1 in London. When I arrived, I find I've been given tickets for Saturday evening in Liverpool. The 70mm big screen broadcast was sold out so I had to buy 2 more tickets to see Odyssey in a standard digital screen. I could've seen that 5 minutes from my home for half the price. Apparently, I was 1 of around 20 people who had the same experience for the same show. The staff at the theatre itself were brilliant, I can't fault them, it was quite an embarrassing experience for them. I phoned the next day and I'm now waiting for a refund for my original tickets ... the person on the phone was insistent that there is no issue with their website, obviously everyone is just too stupid to book cinema tickets.

I book for York, and they send me to Liverpool, the refund doesn't work and there's a non-refundable fee (I booked york)

Every time i book a film/renew membership online i end up on customer service phone line. I cannot believe a cinema chain can have systems like this. Too boring to list the ways in which bookings, lack of coordination between online and in-cinema, memberships that don't connect IDs to email - such as sending you your tickets! - rogue error messages on the booking system (don't try and change a booking ), phone team as mystified as me why things don't work, combine to create the worst customer service imaginable. It's been bad forever, but it's getting worse not better

We enjoy going to Picture House cinemas, and the selection of films is great, but the website is almost impossible to use.
It usually takes me at lease 15 minutes to find the correct cinema, and the correct film, and for the site to recognise my account. Utterly useless - and it's been like this for years!

I attended a function monthly in one of their function rooms. It is an excellent event the staff are brilliant, polite and helpful. The toilets are clean and the bar staff are outstanding. Here’s my gripe the website is [INSERT SWEAR WORD] diabolical. I have a login but it never seems to recognise me. On occasion it works but I seem to find it works better as a guest user. The website is clunky and janky, it looks out dated. I have said this to a number of staff and they have agreed. If I ask Ai it comes back with the same view. The management is sleeping at the wheel on this. It’s your first point of contact so you’d think they would sort this out. No issues with the location… huge issue with the website.

The cinema is fine but the food was inedible. Advertised as a 'Caesar Salad with grilled halloumi' and a 'Buttermilk Chicken Burger'. The salad was generic lettuce chopped with pre-grated cheese and packet croutons - no anchovy, of course. The 'halloumi' wasn't halloumi, as it had melted into a lukewarm slurry over the lettuce instead of being grilled. The' burger' was two small wafers of dry chicken breast with slimy massproduced coleslaw. The chips were okay. For this we paid nearly £40 (£5 for the 'halloumi') and when I asked to speak to someone, he fiddled with his watch, could not have been less interested, and made some reluctant noises about 'speaking to the kitchen'. If you give your kitchen crap ingredients and don't care what they produce, this is what you get. And it was supposed to be an early treat for Fathers' Day.

Clapham venn st location

Really disappointing experience today when I came in coffee, to have a sit down because I was having some asthma difficulty, coffee is good for symptoms
So, I ordered a coffee at the bar. The Middle Aged woman with the brunette bob haircut served me, she seemed pleasant enough. When she made the coffee she handed it to me, black, even tho I asked her for white coffee, which she repeated. She then told me that there were 3 pots of milk on the bar. "You can have one of these" I didn't find this very welcoming, and how long have these milks been laying here for starters was my first thought? So, I did go to try the milk, thought rather disappointed she couldn't be bothered to steam me fresh milk, like your staff members usually do, but to palm me off with old milk is insane. And then I smelled the milk, it stank and was sour. I told her, she sniffed and said "no it doesn't " I said clearly it did and she relied "I'm gonna taste it" how unacceptably rude, gaslighting? And rather than say "ok, let me do you some fresh milk" she began to argue with me, and rather the other staff saying to her "can you give the lady some fresh milk" the other woman who came out was not on my side, the customer. In fact they both made me feel totally unwelcome, like I was the one with the issue, and coz I didn't want to drink smelly milk, I was the problem. I told them I was disappointed, then a 3rd female sniggered at me as I walked out
I would ask those women how would they feel to be asked to drink rotten milk if it was the other way round ? I have serious health problems and allergies that go hand-in-hand with asthma and have a disability card, I came to you coz I was having a bad day and not feeling well and needed a rest and a coffee, but I'm shocked that you would treat any customers like this, ever

I've been coming to this venue for pictures, coffees and cocktails since you opened. I won't be back.

Friday 4th June 3;45pm

And 20 mins after I walked out of your shop, still feeling really offended!

I will tell you something for nothing, I work in the customer service field, galleries, museums and historical buildings, palaces et cetera in London, so I know what good Customer service is, so, quite frankly, this was disgraceful, and I'm sure the second woman that came out was the manager, so, for her to not automatically apologise to me is disgusting. Your whole staff on shift today needs retraining! And in fact, to ask anyone to drink that milk is disgusting! And the manager who obviously saw no problem with that either is just as bad. Why are your staff so eager to mess with people's health?? People can die and have heart attacks through sour milk? My nan had a heart attack down to sour milk, which turned and she didn't realise due to dementia.

Intense abdominal cramps and bloating
• Nausea and vomiting
• Diarrhea
• A mild fever
• Dehydration
•Pathogenic Infections to say the least!

website is absolutely unusable. nothing is working properly for a year or even more after the redesign. design is ugly - fine, but nothing can be loaded, even images, i have reload website again and again to have something displayed. this is so disappointing

Went to see project Hail Mary, the film was good however Screen 5 at the cinema in Epsom was so ridiculously hot we all felt ill when we left. Every person coming out was complaining about it. The snacks we bought some of which were chocolate were inedible as they were all mushy and melted. We left them there, total waste of money and would not return. The toilets were dirty and toilet seat all chipped. I had heard some good things about the Epsom branch but would not go back

I’ve been a regular customer of Picturehouse Cinemas for a long time and have spent a significant amount through memberships and bookings, which makes this experience even more disappointing.

A screening I booked was cancelled, and I was offered a refund along with a complimentary ticket as a goodwill gesture. However, when I tried to use that ticket two months later, I was told it had already been used. This was both confusing and frankly quite uncomfortable, as it made me feel like I was being treated with suspicion over something that wasn’t my fault. I was told the issue would be investigated, but I never received any follow-up. When I later contacted customer service, I was informed there was no record of the investigation at all.

The lack of communication and accountability here is really frustrating, especially for a loyal customer. I would advise others to keep records of any credits or complimentary tickets they’re given, just in case.

Very disappointing experience overall.

The Picturehouse Cinema in Finsbury Park, Islington is really beautiful, but staff wise, some could do with extra training regarding customer service. Today I went there , since I had purchased a ticket online to watch a film which was meant to begin at 6pm Alarm bells should have rang when I saw that the film I wanted to watch was being advertised as being shown on the 5th March
At the bar.I purchased a coffee, and that was fine. The issues began when , because my hands were full, I asked one of the 3 members of staff standing by the screen entrances , if he could kindly hold my coffee, while I could get my phone to show them my ticket. A smile quickly turned into a stony expression , which I found really surprising . As I showed all 3 members of staff, my ticket, and I climbed down 4 flights of stairs and went to the screen which was below basement. Thats when I realised something wasnt right as something else was showing, yet there was NOBODY to ask, and so I had to make my way back up to the ground floor. Thats when I asked 2 members behind the bar, to check, and thats when I found out that I was in the wrong location. I found it strange that the members of staff were not aware of what movies would be showing , at a certain time and at what screens.
While I hold myself responsible for not checking my ticket properly, part of me is questioning whether Picturehouse Cinema website is really clear when booking up films, and their locations. Also I find it really strange, that when I showed my ticket at the screen entrance, the members of staff could not have checked my ticket properly. Ive also checked my ticket and it reads refund unavailable.

There was a problem with my booking at Ealing Broadway to see ‘The Audience’.
My money was taken but no tickets given.

I rang the customer service line and got through quite quickly to Susannah. She explained there had been a problem with the entire system and sorted me out calmly and quickly, even discounted the tickets. She had a busy day ahead of her but was brilliant.

Dealing well when things go wrong is a big part of customer service. Just four stars because there was a problem in the first place.

I have been a member of Greenwich Picture House for 3 years and actually live 2 doors down. The attitude of the cafe staff is unparalleled. The rudeness and aggression is unbelievable for no apparent reason. They offer a coffee and cake deal for £5.50 in the week. If you have the temerity to ask for it you just are bombarded with hostility and staff saying they have no knowledge of it. No point complaining to a Mananger as completely disinterested in the way their staff treat customers. Today was so awful I've decided to ask for a refund on my membership. Unbelievable attitude from 1 young girl behind till in cafe so rude. Refused to give me her name. Many similar reviews about Cafe Staff on Greenwich PictureHouse Google page.

Cinema city in Norwich is such a beautiful building, the staff are always friendly and helpful. Im so happy they've brought back Discover & rediscover discounted tickets for members. We always enjoy our 20% off our wine too. Such a lovely experience 💕

I have gone to the local Picturehouse cinemas since the 1960’s and been a member since it was possible. However the Picturehouses media doesn’t recognise my email address, so although I’ve asked for weekly email updates about films they rarely come. Recently I asked if the emails could be set up again and discovered that I’d not received an email offering 40% off membership. They will not let me have this discount despite agreeing that the email wasn’t sent to me. Instead they are offering 2 extra full-price peak tickets which they reckon are the same value as the £22 saving with the discount. This just isn’t right as senior members would never buy a full-price peak ticket! I am about to give up on Picturehouses and go to other cinemas.

Saw the wonderful Victoria Wood film with elderly and disabled parents this afternoon. Staff at Picturehouse, in Chester, were wonderful accommodating and supporting us with this, special access to screen 2 to accommodate mobility issues & supporting us as we hadn’t got our CEA quite sorted.The cafe was a comfortable and calm space to relax with my father who has Alzheimer’s beforehand. Well done all at Picturehouse.

The cinemas are perfectly fine and the prices are fairly reasonable but the website is hot garbage. No other online experience infuriates me quite so much. A third of the screen space is taken up but a useless header that seemingly just supports a logo, random banners constantly flicker in and out of view, and the website loves to make odd navigation decisions which cause jumping scrolling. Why is the website wasting space by showing me how great their food and drink options are in cinemas hundreds of miles away? The whole experience is very jarring and speaks to horrible UX design. I'd presume the website is Picturehouse's first point of contact with the customer, so why is it so bad?

Find the prices too high and too many ads than before. At least more renovations and new toilets, but there should be more offers for affordable viewing.