Odeon Liverpool One: When good cinema experiences go bad…

OdeonA 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.”