A complaint I sent the Odeon today:
“Dear Sir or Madam,
I’m emailing to complain in the strongest terms about being overcharged at the Liverpool One Odeon on Tuesday. I tried to discuss this afterwards with the guy who sold me the ticket, but it didn’t resolve anything.
I bought two tickets for Resident Evil Retribution 3D, for the 2.10pm performance, which were £9.60 each, and also a pair of 3D glasses (£1). I also presented a 2-for-1 voucher, so I expected to pay only £10.60.
At the same time, I was asked if I wanted to have an Odeon Premiere card. I’ve always declined before, as I understand they cost £1.99 and didn’t want to buy one. However, he told me that on a Tuesday these were free. And he repeated the fact they were free at least two more times.
My card number, which I’ve just activated online, is: (deleted)
As you’ll see from the receipts scanned in, I have been charged £1.99 for “1*Update Customer Card Status”. I asked him why I had been charged for this and he said I hadn’t!
His explanation was that the 2-for-1 offer wasn’t a straight 2-for-1, it was the difference between £9.60 and the 2D film price. Now, the 2D price of a film during the day is £7.60, which is a difference of £2.00, not £1.99.
When I tried to explain all this to him he said, “I know that’s how it looks on the receipt, but it’s not how the till processes it.”
I beg your pardon?
He even suggested I check the T&Cs on the website. I just have. No.9 says “The voucher is valid for any standard film screening (including Newbies and 3D).”
In the end, I decided it was a waste of time continuing the conversation and I said I would just send an email in which I’m doing now. Especially as the only other thing he could offer at that point was a full refund and we’d call it a day. However, I wasn’t about to do that because I’d come to Liverpool especially to see Resident Evil Retribution 3D. I live in Manchester, and I know it was also on in my town, but my girlfriend and I decided to make a day of it. Normally, we’d go to the Trafford Centre for a film, but the film quickly disappeared from the screens there.
Hence, I am massively unhappy about what has happened here, it has completely shaken my confidence in the Odeon brand, and I look forward to receiving your response.”
Reviewer of movies, videogames and music since 1994. Aortic valve operation survivor from the same year. Running DVDfever.co.uk since 2000. Nobel Peace Prize winner 2021.