It was my daughter’s birthday on Tuesday. She decided she wanted to have a few friends round on Saturday afternoon but she wanted her best friend to go to the cinema with her in the morning and stay over in the evening.
So, on friday I got lots of nibbles and goodies in and there was £10 left in the budget so she could go to one of the saturday morning £1 kids club movies at the local Cineworld and then go to Macdonalds afterwards.
Or so we thought.
On Friday evening we had a quick look at the Cineworld website for film times.
The film she chose was Marmaduke and it was on at 11am for one showing on saturday.
So, a kids film, one showing on a saturday morning, info at the bottom of the rest of the movie times with all the other Saturday morning films so anyone having just a quick look at the site for times would naturally think that it was a kids club movie.
Anyway, we got to the cinema, I went in to make sure they got their ticket and went in to the screening.
I was a little gobsmacked when they asked me for £9.80!
I questioned the price and was told Marmaduke was NOT a kids club movie.
Great! and all the kids club movies had already started.
The kids decided to go and see the film and forego their Macdonalds but I was not a happy bunny.
I saw the kids safely into the screening and demanded to see the manager.
I explained the situation and that the website was NOT clear and very misleading and that they had ruined my daughter’s birthday treat and what would they do about it?
They were not very simpathetic. They printed off a very pathetic BLACK AND WHITE copy of the website on a printer that clearly needed more ink, to try to show me where it stated that a movie was a ‘movie for juniors’ film. In my eyes that did not clarify anything or change the fact that we did not see it when we looked the previous evening. I argued my point but did not get anywhere. I was so angry I left the cinema and went home intent on having a very good look at the website again.
I eventually found it.
On the main film listing page, if you scroll down to the bottom where all the kids films are, the films are all listed in exactly the same way as every other film on the listing, on a blue background, and just underneath the times for the Movie for Junior listing and in the tiniest GREEN letters it states ‘movies for juniors’
I showed it to a couple of people who looked and they even had to have it pointed out to them because it was so unclear.
Yes, there is a drop down on the left that you have to hunt for where you find a seperate page that explains ‘Movies for Juniors’ but when you’re just looking for a film time you don’t go looking for things like that.
I decided to phone the customer services line where I argued my point with the assistant on the other end of the line until she called her manager. I then argued my point with the manager and basically said that they’d ruined my daughter’s day because their website was so ambiguous.
What kind of designer puts tiny green lettering on a blue background!!?
I told them it wouldn’t take much to put the ‘Movie’s for juniors’ into their own coloured box on the SAME page as the film times and to actually title the box ‘Movies for Juniors’.
This would make it 100 times easier to identify the £1 films and not dissapoint anyone else.
The manager was courtious, said he’d contact the web design people to see if anything could be changed, apologised if we’d been mislead in anyway and offered us two complimentary tickets which I accepted.
However, it doesn’t change the fact that my daughter’s morning was ruined and she felt like she’d been ripped off and there was no apology from the manager of the cinema itself!
Cineworld Bedford, you should be ashamed and I will be keeping an eye on the website to make sure there are changes made.