Written on: 07/08/2012 by Aberdonians (1 review written)
Shocking customer service, Management should train their staff about some customer service skills, especially Steve who works at ticket check desk. He doesn't have a clue how to speak to customers and listen if someone is trying to explain. We were accused of misusing cineworld card and was told that we intentionally used someone else card for the movie, tried to explain him we gave wrong card by mistake and all group have unlimited cards and we will not do something like that as all cards were kept together by my brother, tried to give details to check on their database, gave all details including address, direct debit details of all 5 cards but this guy would not listen at all, he got supervisor to deal with this, explained him same thing, he did understood and said he will get duty manager to check records. Duty manager came after 10 minutes and argued about same thing, had to explain him same thing again and he was behaving same as Steve and accused us for cheating this time, had to stand for 20 minutes waiting for this inexperienced and incapable duty manager who we thought was checking database with details given, but he came up with print outs of terms and condition stating u can't use done else card, at this time he gave up as I tried to explain him shay happened and this stupid duty manager would not listen at all, and Steve coming and interrupting trying to point us of cheating and at that time had to tell him not to get involved as we r talking to duty manager and asked him to cancel our tickets as our movie started and after standing there for almost 50 minutes, we all gave up after such frustrating customer service, and he commented you want to cancel ur card as well as u will never want to watch any movie, had to tell him that this is none of his business about I would like to do, in the evening went back showed all cards my friends had including the one we were told of misusing, lovely duty manager explained her what happened n about customer service we received and what a waste of our time because of this idiots, she apologised.
I can only say they need to improve their customer service appreciate they doing their job but at sane time they need to learn to listen what a customer is trying to explain and not accuse someone of cheating and pass racial comments.