‪Reel Cinema‬
מה אנשים אומרים
‪Poor customer service - no regards for the customer experience - appalling resolution from supervisor who lied to me!‬
1.0 מתוך 5 בועות‪מאי 2023‬
‪I am really disappointed with the way I have been treated today at your Fareham branch this morning. My son and I came to watch the 10am showing of the little mermaid as a bank holiday weekend treat. When paying for our tickets I enquired with the member of staff, Emily S, if the ice blast machine was working today and was assured it was. We were even upsold to the large as this was only 40p more. When we approached the ice blast machine I could see these were not ready but tried a dash as I had been assured they were working. We approached the young man who checked the tickets with the disappointing 5cm purple puddle of un-frozen liquid in the cup and I told him the machine was not ready and I would like a refund. He advised we could have a standard dispensed fizzy drink but this is not what we wanted and I would like our money back. He said it will only take a few minutes so I asked if it would be ready before actual the film starts- allowing time for adverts and trailers. He said that would be fine. We waited patiently and watched the adverts, when the movie trailers started I popped out into the foyer to fill the ice blast cup, leaving my 5 year old son unattended in the theatre and the ice blast were still nowhere near frozen. I headed back into the theatre disappointedly with no drink for him. We continued to wait and the trailers ended, as the the title for the film came on I headed out into the foyer one last time. Note the time at this stage is now 10:20 which is more than 20mins after I was told it would not be long. I approached the counter where many members of staff were standing about chatting and I was reluctantly acknowledged by third member of staff. I briefly explained that the ice blast machine was still nowhere near ready and handed the empty cup over to them. I was the only person even remotely sorry about the whole situation! I was the one who apologised that I do not have time to resolve this right now as my son is unattended but I will be back after the showing to get my money back. The film ended just after at 12:30 and we left the screen entering the foyer. I notice the ice blast machines now have a red stretch barrier across them so the staff have noticed that they are not functioning as they should. The member of staff who checked the tickets had clocked us as we left the screen and headed into to the toilets. My son and I then approached the desk and I was surprised I had to explain myself again. After explaining the situation, again, the member of staff who acknowledged me last time said “That is fine, we are just getting that.” I thought that was an odd choice of words but seeing as they have put up a barrier on the ice blast machines naïvely thought they may have arranged a small gesture of goodwill they had to fetch during the 2 hours they had since my initial request for my money back for a product they failed to provide. At this point, of all of the many staff that were huddled around chatting suddenly found themselves busy and scattered. My son was getting a little restless waiting about for so long. He had sat beautifully throughout the film but was now struggling with the long unexplained wait. The young man could see that my earlier cheerful demeanour has now turned to simply fed up. In an attempt to hurry the solution in the young man asks me if I remember what I bought and where I sat! I do not know how many times I have said “ice blast” at this point or where I sat had to Do with anything but I showed him the transaction on my phone for £11.88 that was for 2 tickets and a large ice blast- I even gave him the tickets and I had. This confirms for me that all the members of staff have made absolutely no attempt to resolve this while the film was showing! This young man has been the most help that he can be and knocks on the staff only door for an update. After even more time waiting about another, member of staff appears with long blonde hair pushed back in a hair band. This final, member of staff then casually approaches my son and I on the sofa and barely apologises for the machine not waiting but at this point I am upset about the whole experience waiting around having to repeat myself. With my used cinema tickets in his hand he keys in the £4.90 refund for the ice blasts and I get my money back. I wait for my receipt and go to leave but then he has the audacity to lie to me!! I said it was really annoying as I even asked if it worked this morning before paying if the iceblast machine was working and I was told it was. Instead of listening to what I have said he went to to lie to me further and said “Oh well it worked this morning, we have sold 3” to which I said “That is funny as you did not open until 10am today and we were one of the first ones here and is was no where near being ready then” I am really disappointed with how the situation was handled. I did my best to avoid my sons disappointment by asking if it was working from the start. Then having to leave my son twice and returning back to the screen without the drink he was so excited about having has caused quite a bit of distress to us and I have had so much of my time unnecessarily wasted this morning. I would like to know what steps will be taken to ensure this doesn’t not happen again.‬

מה לשנות כדי לשפר את הפריטים שאנחנו מציגים.
שפר פרופיל זה
האזור

3.5
3.5 מתוך 5 בועות92 חוות דעת
מצוין
‪28‬
טוב מאוד
‪33‬
ממוצע
‪13‬
גרוע
‪7‬
נורא
‪11‬

Aerial A
גוספורט, UK26 שיתופים
1.0 מתוך 5 בועות
זוגות • ‪מאי 2023‬
‪Get staff conscientious enough to do cleaning between shows. We attended Fareham reel and were very disappointed to find that no effort had been made to clean the cinema between shows. In the toilets, which smelled disgusting, a member of staff was hand bailing a lavatory with a plastic jug, which left me wondering if he would be serving food later. Not a good experience.‬
‪Written 10 ביולי 2023‬
חוות דעת זו היא דעתו הסובייקטיבית של חבר Tripadvisor ולא של Tripadvisor LLC. חברת Tripadvisor בודקת את חוות דעת.

Mrs L Kennedy
שיתוף 1
1.0 מתוך 5 בועות
משפחה • ‪מאי 2023‬
‪I am really disappointed with the way I have been treated today at your Fareham branch this morning.

My son and I came to watch the 10am showing of the little mermaid as a bank holiday weekend treat.

When paying for our tickets I enquired with the member of staff, Emily S, if the ice blast machine was working today and was assured it was. We were even upsold to the large as this was only 40p more.

When we approached the ice blast machine I could see these were not ready but tried a dash as I had been assured they were working.

We approached the young man who checked the tickets with the disappointing 5cm purple puddle of un-frozen liquid in the cup and I told him the machine was not ready and I would like a refund. He advised we could have a standard dispensed fizzy drink but this is not what we wanted and I would like our money back. He said it will only take a few minutes so I asked if it would be ready before actual the film starts- allowing time for adverts and trailers. He said that would be fine.

We waited patiently and watched the adverts, when the movie trailers started I popped out into the foyer to fill the ice blast cup, leaving my 5 year old son unattended in the theatre and the ice blast were still nowhere near frozen.

I headed back into the theatre disappointedly with no drink for him. We continued to wait and the trailers ended, as the the title for the film came on I headed out into the foyer one last time.

Note the time at this stage is now 10:20 which is more than 20mins after I was told it would not be long.

I approached the counter where many members of staff were standing about chatting and I was reluctantly acknowledged by third member of staff. I briefly explained that the ice blast machine was still nowhere near ready and handed the empty cup over to them. I was the only person even remotely sorry about the whole situation!
I was the one who apologised that I do not have time to resolve this right now as my son is unattended but I will be back after the showing to get my money back.

The film ended just after at 12:30 and we left the screen entering the foyer. I notice the ice blast machines now have a red stretch barrier across them so the staff have noticed that they are not functioning as they should.

The member of staff who checked the tickets had clocked us as we left the screen and headed into to the toilets.

My son and I then approached the desk and I was surprised I had to explain myself again.
After explaining the situation, again, the member of staff who acknowledged me last time said “That is fine, we are just getting that.”
I thought that was an odd choice of words but seeing as they have put up a barrier on the ice blast machines naïvely thought they may have arranged a small gesture of goodwill they had to fetch during the 2 hours they had since my initial request for my money back for a product they failed to provide.

At this point, of all of the many staff that were huddled around chatting suddenly found themselves busy and scattered.

My son was getting a little restless waiting about for so long. He had sat beautifully throughout the film but was now struggling with the long unexplained wait.

The young man could see that my earlier cheerful demeanour has now turned to simply fed up. In an attempt to hurry the solution in the young man asks me if I remember what I bought and where I sat!
I do not know how many times I have said “ice blast” at this point or where I sat had to
Do with anything but I showed him the transaction on my phone for £11.88 that was for 2 tickets and a large ice blast- I even gave him the tickets and I had.
This confirms for me that all the members of staff have made absolutely no attempt to resolve this while the film was showing!

This young man has been the most help that he can be and knocks on the staff only door for an update. After even more time waiting about another, member of staff appears with long blonde hair pushed back in a hair band.

This final, member of staff then casually approaches my son and I on the sofa and barely apologises for the machine not waiting but at this point I am upset about the whole experience waiting around having to repeat myself.

With my used cinema tickets in his hand he keys in the £4.90 refund for the ice blasts and I get my money back. I wait for my receipt and go to leave but then he has the audacity to lie to me!!

I said it was really annoying as I even asked if it worked this morning before paying if the iceblast machine was working and I was told it was. Instead of listening to what I have said he went to to lie to me further and said “Oh well it worked this morning, we have sold 3” to which I said “That is funny as you did not open until 10am today and we were one of the first ones here and is was no where near being ready then”

I am really disappointed with how the situation was handled. I did my best to avoid my sons disappointment by asking if it was working from the start. Then having to leave my son twice and returning back to the screen without the drink he was so excited about having has caused quite a bit of distress to us and I have had so much of my time unnecessarily wasted this morning.

I would like to know what steps will be taken to ensure this doesn’t not happen again.‬
‪Written 28 במאי 2023‬
חוות דעת זו היא דעתו הסובייקטיבית של חבר Tripadvisor ולא של Tripadvisor LLC. חברת Tripadvisor בודקת את חוות דעת.

Shauna
2 שיתופים
1.0 מתוך 5 בועות
חברים • ‪ינו׳ 2023‬
‪Went to see Matilda tonight, good thing we got their early when the lights were still on. Meant that I could see the free popcorn they left for us all over the seats and floor yum!! It just elevates the cinema experience when you have to clean your seat before sitting down :). Would I recommend? yeh sure why not if you like sticky floors, cracked leather seats and leftover popcorn and sweets xxx‬
‪Written 1 בינואר 2023‬
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jroney76
פרהאם, UK12 שיתופים
1.0 מתוך 5 בועות
משפחה • ‪ספט׳ 2022‬
‪No strobe warnings despite strobe effects. Lights remained on during film. Complained to staff at the start of the film. Was told adverts strobe due to the film being in 3D. Was then told lights don't work and will remain on. As a result this caused myself and my daughter's to leave the cinema with headaches as the glare on the 3D glasses was a constant annoyance. My brother left early, feel nauseous which was also due to the conditions. There were no staff on hand when I left. Had there been a medical situation I feel customers would have been put at risk. Appalling customer service. Unpleasant experience. Will not go back. Avoid.‬
‪Written 11 בספטמבר 2022‬
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Francis F
15 שיתופים
5.0 מתוך 5 בועות
זוגות • ‪פבר׳ 2022‬
‪Great independent cinema, very comfortable and friendly staff.

Highly recommend.

Only thing that lets down is parking situation but that is out of their control as it's run by council ‬
‪Written 26 בפברואר 2022‬
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Paula F
Fareham, England, United Kingdom24 שיתופים
5.0 מתוך 5 בועות
‪נוב׳ 2021‬
‪Staff very friendly and helpful… read reviews saying seats broken/stained. Spoke to a nice member of staff called Jemma who arranged for us to see them in one screen. This was not the case in Screen 1 for sure.

Definitely recommend seeing a film here!‬
‪Written 4 בנובמבר 2021‬
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farehamshortie
פרהאם, UK19 שיתופים
2.0 מתוך 5 בועות
‪אוג׳ 2021‬
‪You would think cinemas would be cleaned inbetween showings of movies , well not Reel cinema in Fareham. We went to sit in out seats and had to move empty coke tins , a water bottle and old crisps.
I would also suggest the seats are starting to feel a bit tired and worn out now. Yes you can watch a film for £3 currently obviously the cheap price comes at a cost.‬
‪Written 26 באוגוסט 2021‬
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2particular
סאות'המפטון, UK43 שיתופים
4.0 מתוך 5 בועות
‪ינו׳ 2020‬
‪We have been to the Reel cinema in Fareham a few times now. The staff are friendly especially behind the counter where you buy your tickets, popcorn, coffee etc etc. We always go to the early evening screening at whichever screen is showing the film we want to see. Multi screen. So its never crowded.
There are stairs up to the bar and the counter and cafe , counter and screens access. For the filmgoers who can't do stairs there is a lift.‬
‪Written 7 בפברואר 2020‬
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Dibleygirl
סאות'המפטון, UK319 שיתופים
2.0 מתוך 5 בועות
‪ינו׳ 2020‬
‪Luckily we enjoyed the film we went to see, but this potentially great little cinema was let down by its cleanliness. I do appreciate it is difficult to clean up between showings, but the seats and carpets were ingrained with dirt and badly stained. It will be a good while before we return, i'm afraid.‬
‪Written 21 בינואר 2020‬
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Neal S
2 שיתופים
1.0 מתוך 5 בועות
זוגות • ‪דצמ׳ 2019‬
‪So after receiving much flack from my other half for picking this cinema over the local alternatives, i convinced her it would not be bad! I was wrong, we arrived and someone hit the car next to us and drove off! Made us laugh in the weong way. Considering it was a midnight release i expected people to greet you at the door, instead we were all greeted by 2/3 broken machines, had to go to the desk. Paid for luxury seats, no arm rests and cup holders. Over all terrible!‬
‪Written 18 בדצמבר 2019‬
חוות דעת זו היא דעתו הסובייקטיבית של חבר Tripadvisor ולא של Tripadvisor LLC. חברת Tripadvisor בודקת את חוות דעת.

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