ODEON #CustomerService #Fail

Today the Odeon have displayed appalling customer service. I am actually quite surprised as it would have been incredibly easy for them to rectify the situation and turn it into excellent customer service – but they chose not to.

Today we took the 4 boys to the cinema to see Despicable Me. As a ‘premier’ member I booked online before we went. The tickets cost £47.70 including the extortionate booking fee.

At the Odeon each child then used their pocket money – 3 of them bought the £2.99 ‘film feast’ and one bought a large bag of sweets costing £2.90 – so in total at the Odeon we spent £59.57.

We watched the film – which incidentally was very good – and once we came out the child who hadn’t bought a ‘film feast’ bag realised that he didn’t have a ‘build your own despicable me’ toy. The other 3 boys had received one free in their bag.

So we queued up again at the counter and asked if we could buy one of the toys. We were told no. We explained to the guy what had happened and asked politely if we could buy a toy for a £1. He again said no.

We left the counter and approached another member of staff – I asked if she was a supervisor and she said she was. So we again explained to her and asked if we could buy a toy. She said no. I asked why and she said it was because they don’t have a code to ring it through the till because they are given away FREE with the ‘film feast’ bags. I said could we pay for a drink (so they could ring that through the till) in exchange for a toy? She said no.

I said I thought that was very unreasonable, that we’d spent nearly £60 in the cinema today and that the child hadn’t realised that the toys were in the bags or he’d have bought one of those. She again said no.

I asked her if I wrote to Odeon HO and explained what had happened, whether they would agree with her. She said “Well if you do the letter will just come here.”

I asked if there was a manager on duty – she said she would go and get the manager. She came back a few minutes later with the branch address written down and said the manager also said no.

I said to her that I would buy an entire ‘film feast’ bag in order to get the toy and then write and complain to the Odeon – she said again that the letter would just come back to her anyway….

So, we bought an additional ‘film feast’ bag just to get the toy.

Meaning that we actually spent £62.56 at Odeon today.

Guess what Odeon – it wouldn’t have cost you anything to have just given my son a toy. But we weren’t even asking for that – we offered to pay.

Your customer service today was despicable. (Pun intended.)

UPDATE: I should add to this that I received a very lovely and genuine reply to this blog post from the new GM at my local Odeon. You can read what he said here.