I purchased movie tickets on Sept 10th for a 1:55p show at the Cinemark The Palace. When I clicked on the policy for kids. All I saw was kids under 17 must be with parent. Once I arrived at the theater I received my tickets. & As I was trying to enter the theater was told you have to be 21 & up. My daughter is only 17. Back at the front desk I am told I have to contact Fandango to receive my refund. I go online find cs #. I call at 1:39p. As I'm on hold it tells me to go online & the steps to obtain my refund. I go thru the steps it tells me I can't receive it cause there was a problem. Directs me to a email page. I email CS. All while still on hold on the phone. I hold for 57 minutes. Noone ever comes on the line. I have proof of the call & wait time. I finally hang up. I go on Twitter & send a tweet. I go on FB leave a post & I also message on FB. I do a live chat this morning. I was on hold more than a hour. I know this because I watched 2 shows both 30 minutes long. & 15 mins of another. Ashley comes online. I explain to her what happened. She says I cannot receive a refund because it is after the show time. I tell her again. The show started at 1:55 I called at 1:39 it is not my fault that I was on hold for 57 mins & I had to hang up. She says that's their policy. I tell her it's not fair to take people's money & just leave them in hold. She says she will forward it to corporate. This was my second time using your service. I am very disappointed. I will never use it again not recommend it to anyone.
This company likes to screw their customers and take their money! I had a promotional offer which I used to purchase movie tickets. It clearly stated that I was entitled to my full refund because I am a VIP customer as long as I requested my refund before the show time. I am now not able to make the show due to a family emergency and they refuse to credit my account for the promotional amount of $20. The Supervisor Steven G. and Nisha refused to give me a credit for the promotional amount. They are keeping my $, this is false advertisment and they are misleading their customers. I will report FANDANGO to Consumer Affairs and the Better Business Bureau.
Do NOT buy Fandango!! We received two gift cards as Christmas gifts and the numbers on the card are not valid! We called customer service and was promised that the issue would be resolved.... two months later, NOTHING. We called back And now they tell us there is nothing they can do. Please save your money and give it to a company that CARES FOR YOU AND YOUR BUSINESS. Fandango definitely doesn't!
This company is a huge fraud!!!! I have spent over 50 dollars and every time the same thing it skips over and over!!!!! I have called multiple times and get the same answer over and over with nothing done!!!! They wont put a supervisor on the phone and refuse to give the corporate number saying they dont have access to that information!!!! Complete crap! The number above is not valid!!! Im turning them in for fraud and i suggest if you also are having the same experience to due the same!!!! Worst customer service ever!!!!!
First, I have spent a lot of money over the years through Fandango. I have stuck with them through their business transitions with AMC, etc. I have been a loyal customer. Recently, I planned a family outing to the movies. My sons and hubby would see Spiderman and me and my toddler daughter would see Despicable Me 3. It turns out that I accidentally bought Spiderman tickets for me and our little girl instead of Despicable Me. We were in route to the movie when I realized this and prior to the movie starting I tried to open the Fandango app and it would NOT open. I tried over and over again and nothing. My son tried and it didn't work for him either. By the time I could get into the app, it was too late to cancel. So I quickly bought two tickets to Despicable 3 at a nearby theatre around the same start time because by now the theatre we'd all planned to attend was sold out for that movie. That said, I contacted the live chat and was number 24 in the que. I waited over 30 minutes to live chat only to be told they can't help me and it's up to corporate to make a decision. Over two weeks later I called and waited 37 minutes for a rep to get on the phone to tell me he couldn't make the decision and it was up to corporate. I asked for a supervisor and waited another 10 minutes to speak with a woman about my situation. She informed me that your systems have been overloaded due to some new addition (or something) and you were behind on things. She also said I probably couldn't get through due to it. If you check my Fandango history, you will see that I bought an adult and child ticket to Despicable Me 3 near the same movie time as Spider man so me and my daughter can't be in two places at one time! I got on live chat today to find out the status of my issue, a MONTH later, and they wrote back to say corporate decided not to refund me because I cancelled after the movie time! Your system was the issue, not me. So I called and asked to speak with a supervisor. I held on for 43 minutes and 29 seconds, then finally hung up. I called back and finally got a representative who seems to really care. Her name was Leyna. I recounted this story for the fourth time. She spoke with the supervisor. She took notes and sent me an email with an incident number on it ((hidden)84). I'm still left with waiting another 24 hours for a decision. Seems to me Corporate does not care about what their customers are going through. You have cushy jobs and $26 is a drop in the bucket for you! My husband is out of work and I'm the only one with an income at this time so for us, it is a lot. We are honest people, but I feel as if I'm being treated as if I'm not. Empower your front line!! Let them resolve a simple issue like this. I tried to cancel, YOUR system was down, issue a refund or exchange. I've spent $100's through Fandango. If this is resolved in my favor, I'm done. And, yes, Corporate Giants, I know you can careless. You've already demonstrated that. Leyna should be running your company. She was the first one out of the 5 people I spoke with at Fandango customer "care" who actually truly did care for me... even though I'm still stuck without an a refund or decision.
My suggestion is that you get a great metric to measure "why" you are not doing well with being customer centric. If you'd like solutions, call me. I'm in marketing. I know some good ones. Fandano desperately needs it. (770) 906-6037.
Please don't contact the number in the review above. I cannot delete it. Thanks.
Stuck with a gift card that was given as a gift. Purchased in my hometown - no theaters accept it. Why are they allowed to sell a product that nobody can use - there should be a warning or list!
I am extremely upset with fandango. I will never use their services again. I ordered tickets and never received them. I called to get a refund and they said we should be refunded within 5-7 business days. 8 business days passed and still no money. I called again and they said it would take 10 business days. Where the hellnis my money fandango! I will be calling again tomorrow. I'm going to spread the word. Do not use fandango! This is unacceptable! There is no reason why I should not be refunded by now.
I have been waiting for 10 days for a refund. They have THE WORST customer service ever. I am a big movie goer and always use Fandango but not anymore. Beyond disgusted with them. I call and chat with them everyday and get the same BS answer.
I just was ripped off by them, I will post all over
Never have I ever experienced such b**** over a couple dollars. I use Fandango all the time and yes I have multiple emails associated with me. Maybe my newest email doesn't show my business history or something but they treated me like C***. I have a redemption code and it expired yesterday. I tried to use it yesterday and when it failed and gave me an error. I said. Forget it. I will try again tomorrow. Obviously, I didn't call at that time because I was so annoyed it wasn't working. I called today and they said if I would have called yesterday, they could have done something but not today. They told me that they have no control over redemption codes with partners. (it has their logo all over it). The first guy said that the manager would not be able to help me. Got to the "manager/supervisor" and he tells me that they only have the associate and then the supervisor and nobody else that they let the customers talk to. The only way I got him to submit my complaint to corporate was by saying that I already googled and found out where they are based. They are based in Los Angeles. I am in Los Angeles. I told him that I would send emails, calls, and letters to this office. That is when surprise surprise... another option of him issuing my complaint opened up. This is normally followed up in 3- 5 days. Wow... so you tell customers that there is nothing you can do. You tell customers that, as the highest manager that a customer can talk to, you have no ability to make any adjustments even if you see fit. You tell me to have a great day and that you can't help. Then.... when someone asks for the name and reference number to the call and mentions corporate... all of the sudden.... oh, well we do have another way of handling problems. SMH fuck them. I will go straight to the AMC, Regency websites... hopefully that will skip their advertisement pay and I will buy straight from the theater.
Peter Hall and Chuck Davis - no threat, your so-called "chat" people can't even speak ENGLISH or on the telephone either. I'm glad I do not live in fagot California, where all of the "gook's" live.
Fire Peter Hall NOW! What kind of company would keep someone who attacks and insults a child! Get rid of him. Americans have had more than enough and we will no longer tolerate this kind of behavior nor support the companies that do.
Chuck Davis (CEO) of Fandango is History.
saturday i tried to order tickets to Cars3 i had a $5 promo code expiring (today) so my mother ordered the tickets on her computer- when she completed the purchase she got an "error" message from fandango saying "if you got this error after completing your purchase click here to see if it went through- it did not. she tried again and got the same message. so she then tried on her phone "verizon network" still got the same error- Then i tried on my phone (tmobile notwork) same error- So I called fandango and it said they had unusual high call volumes (im guessing everyone was having the same problem. we headed to the movies i kept on hold for over 10 minutes- then picked the option for someone to call me back- a few minutes later i got a call back- and the person hung up as soon as I answered -= So i called again- waited a few minutes- then choose to be called back- - it was 1:30 and we were at the theater the movie started at 1:40- we ended up having to buy the tickets there- well right as we were entering the room where our movie was a rep called back- finally- i told him the problem and he wanted to know the promo code- he said the promo code still works so i can use it- I told him it was not the promo code- but the fandango site that was messed up- and i already had to pay for the tickets- because the system would not let us use the promo or purchase tickets I feel it's not fair and they could at least extend the promo code expiration - the guy was not helpful and basically said "oh well". This $5 promo expires today -
---- Update called again. they told me they can't do anything but contact quantum (and a phone number)- quantum says "sorry we can do anything but your promo code is still good for 2 hours.--"HELLO! I WANTED TO USE THE PROMO ON SATURDAY WHEN I BOUGHT 5 TICKETS AND ACTUALLY HAD A MOVIE TO GO TO- BUT FANDANGO WAS NOT WORKING!!" Yes I will leave fandango over a $5 promo code - I pay money into purchases to get these promos- I am deleting my Fandango account and switching to Atom app- lets see if they have better customer service ./// (hidden)
i purchased tickets to a movie ten minutes before the movie started with fandango gift cards. something was wrong with the app because everything was right up until i paid and it confirmed me to the right movie but to a completely different theater in a city thats about 40 minutes away. to "refund" ypur money you can ONLY do it before showtime. well when j look for a phone number to call on my way to the right theater there isnt one. my only option on the website is live chat. well it said it would be at least 18 minutes to talk to someone. the movie was already starting so there was no way. i paid with my debit card to watch the movie and did a loooong live chat after the movie. they told me the only way to MAYBE refund the money, because it HAD to be before showtime, was if i signed up for the VIP account. WHY SHOULD I HAVE TO SIGN UP FOR AN ACCOUNT ON FANDANGO FOR A REFUND!!!! it is not my fault the app screwed up! and i bought tickets ten minutes before showtime and couldnt talk to anyone until after the movie started. i fought n fought but the person was not helping me at all. i dont need a ton of emails, i dont want to be VIP and why should i go through all that trouble for a refund?
We had the same thing happen yesterday jessica g. Thinking this must be how they are making some bucks. susan m
Worse experience I ever had, Reference (hidden)38, the agent literally started screaming at us and yelling that we gave him the incorrect address. All we asked for was an exchange, then he continued to yell and talk over us, we asked to speak to a manager three times then he just hung up on us. WE will never use this terrible company agin
I am highly disappointed in your customer service and policies. I payed for 5 tickets to see a movie totally approximately $60. When I ordered the tickets from Fandango there was no information telling me that the theatre would be closing its doors for business at 11:15, when the movie, Girls Trip, was scheduled for 11:00. I left with my mom, sister, and two disappointed kids after being told by Marc that Fandango would reimburse me. I then spoke with your agent Toya who said refunds and exchanges were not allowed after the start time. I think it's poor communication and business to not inform your customers of these details when buying a ticket. I will NEVER purchase tickets from this company again. It appears you don't care about customer service or communicating to them effectively. I've ordered tickets before and never had this issue.
I'm so disappointed and plan to do whatever I can to discourage people from getting robbed by your scam business.
I just had the worst experience with fandango I purchased tickets to see the movie girls trip went to the theater and the movie wasn't even playing I spoke to the manager they told me that fandango was adding shows to boost up ticket sales so I called fandango I was put on hold for 55 mins to speak to crystal who was very unprofessional basically told I had to wait 3-5 businesses Day to get an email regarding my refund when I ask to speak to a supervisor she told me I couldn't and I ask for the Ceo name and she told me she can't give me that please don't use this app it's a rip off
terrible company! I am never using fandango again! They do not give refunds even if you never use the tickets due a mistake on their website! DO NOT USE! This company does not deserve any stars.
You are so right. They SUCK!
This company is the worst. You have to love it when your kid gets on your account and buys tickets without your knowledge and then exchanges over and over and over. You take the big step and ask fandango to close the account that was mis used and create a new one. Fandango says fuck you in your face and doesn't let you use the new account because you decided to add the same debt card. I'm glad that regal entertainment is moving away from fandango. They realize how shitty this company truly is. I guess they actually care about their customers and their reputation. Wanna contact me assholes? (hidden)
I am very unhappy with your service they will not refund my money to credit card. Told them that i was not going to use the site anymore they put the credit to my vip account what is that going to do for me i have more people in my family .
You have to to be the worst company I've dealt with. Given a gift card as a present. The poor should that bout it couldn't have known that you require purchases online and then charge fee's. I am thinking this is a class-action waiting to happen. Sent my child to the theatre with gift card only to be called to come back with cash because it doesn't work. Then tired 3 times to call and was disconnected before the call connected. You know exactly what you are doing!