Information, reviews and public commentary for US companies

 

Fandango Inc.

Rating
0.232432
Web
www.fandango.com
Related
Comcast
Address
12200 W. Olympic Blvd., Ste. 150
Los Angeles, CA
90064
Contact
Chuck Davis
Role
Chairman and CEO
Phone
(310) 451-7690
Fax
(310) 451-7861
Twitter IDs
@Fandango
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Jody - 3 h ago

1

The issue has NOT been resolved and I am a very unhappy customer. I signed up for Fandango VIP for the benefits I was advised I would receive. I rec'd a $6.00 credit, which expires on 7/25 per the email. I tried to use it, to purchase movie tickets and can't as it states I need to use it to stream a move, which I don't and never will. The C/S rep advised me that I hit the wrong button when trying to redeem and there is nothing I can do; I lost $6.00 credit. I asked her for a manager and was advised there were none. I asked her for Fandango's president's email address as I can't be the 1st person to mistakenly hit the wrong button (as I am new to Fandango and thought when it said redeem now; I could use for a movie ticket) and she said she didn't have the email address. She said I was not the only person who has made this error, however she has strict instructions that nothing could be done to correct the issue. I'm sure she was only doing what she has been advised and trained to do and I do not fault her. I fault the fact that the error can't be corrected, there were no supervisors to speak with and that she said they couldn't correct the issue either and that she has no other alternatives to assist me.

This is a very bad way of doing business and are not servicing your customers well. I would like the CEO's email address because if this is how you treat customers who make an honest mistake; it needs to be addressed and corrected ASAP.

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Janet - 59 d 2 h ago

This web site took my money and will not give it back I have been contacting them for a month and get bullshit answers I will be deleting my app and stick with amc at least when u have an issue they resolve it right away

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Anonymous - 14 d 5 h ago

0

Yes, I'm dealing with the same b.s. on my end!!!!

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disappointed - 23 d 3 h ago

0

I had an unfortunate issue with a male phone operator named Maurice, I was calling about a Fandangonow problem. When I googled fandagonow *********** popped up. So I gave it a call not realizing the number was simply for fandango.com. I waiting first for about 25 minutes to get to a rep and I was fine with that. I have purchased 21 movies in less then a year with Fandangonow and have rented much more. Not to mention the movies I go to in the Fandango theater up the road from my home. I am a movie buff and when I saw that all my movies were gone after a long night at work I wanted to come home and watch my movie I had just rented but couldn't. I just wanted to solve a problem and I was terribly upset about the situation, which I explained to Maurice,he informed me that this was a problem they were experiencing and said I will transfer you to someone who can help. I then asked how long the wait is and he then informed me that he was not sure it was a different department. I responded okay and I was on my way to getting to the bottom of finding my 22 movies. After about 20 minutes I began to figure out Maurice did not transfer me. There was no music playing in the background just dead air with the minutes still counting. I was terribly disappointed, especially when I called back and it took 40 minutes to get through to find out Maurice had misguided me leading to loosing almost 2 hours of my day trying to figure out a problem that Maurice could have solved for me by informing me that this was not the right phone number. I love what your company provides and I will never stop watching movies but maybe I will just stop supporting your company if this is really the way you guide your customers. Something that should have take 40 minutes tops took 2 hours. I was to worried my movies had been stolen. I think Employees like Maurice need to be either guided better themselves or not allowed in positions such as these. I hope we can resolve this issue but as of right now my loyal business is on hold and that is a shame to because I was going to treat my niece and nephew to a movie Sunday, by seeing Incredibles 2 and Jurasic World. For our monthly movie mania but I guess I will have to take my Business to a Fandango FREE theater.

I trust that Fandango will make this right and come up with a resolution that is fair.

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S Rivera - 25 d ago

1

Andrea: Thank you for contacting Fandango Customer Support. My name is Andrea. How may I assist you today? Sharon R: Hi, I tried to reach chat last night but I kept getting a timed out message and then read your chat option closed at 10pm... I am trying to get credit or refund on my ticket purchase from last night... Sharon R: i tried to do it online in my account but because I had promo codes, I had to reach out to chat support Andrea: I'll be more than happy to look into this for you. Sharon R: and then had the above issues happen Sharon R: can you please help? Sharon R: Thank you Andrea: We are actually open from 9am-1am Sunday- Saturday EST. We do apologize, however We do have a strict policy that states we do not offer refunds or exchanges after the show time. I apologize for the inconvenience. Once the show passes, the theater is compensated for your tickets, whether you are there or not. I apologize for any disappointment this may cause. Sharon R: i can show you a screen shot where it kept timing out Andrea: Sure. Sharon R: if you can help with some form of fandango credit that would be most helpful Sharon R: i had to miss it although i did not want to, due to an urgent matter that came up- Sharon R: i should not be held accountable for you system issues Andrea: Unfortunately, once the show passes we cannot provide any compensation for the purchase, as the theater has already been compensated for the tickets. Andrea: You also had the option to reach out to customer service via telephone as well. Sharon R: it said on your site to contact chat support for help Sharon R: with that issue Andrea: Correct, we also have a customer service number as well. Andrea: Is there anything else I can help you with today, Sharon? Sharon R: it doesnt say that Andrea: Are there any other questions? Sharon R: no i need some help here please Andrea: Though I understand your position and I appreciate the effort you have put forth to clarify for me, I am still unable to grant your request. Fandango endeavors to give our customers the best experience we can, but we are not always able to grant every request. Sharon R: you had system issues, plus when i could get through before timing out, it said 43 in que at 10:09 pm how would i have gotten to an agent before show time at 10:15pm File attachment upload has started. The file file.png (140.78KB) was received. Andrea: Sharon, as mention earlier, you also had the option to reach VIA telephone, we are open until 1am EST. Once the show passes, the theater is compensated for your tickets, whether you are there or not. Therefore, we cannot process the refund that you are requesting. Is there anything else I can help you with today, Sharon? Sharon R: but it did not say that when i went to FAQ and selected to request return Sharon R: had i known there was another option i would have gladly Sharon R: i did everything that i thought i could Andrea: At this time, I have provided all the necessary information on regards to your request. Are there any other questions I can answer for you that I haven't answered? File attachment upload has started. The file file-2.jpeg (367.44KB) was received. Sharon R: error after chat time out Andrea: Sharon, it is after show time, I cannot grant your refund request. Sharon R: how come you cannot help me, i honetly thought I was doing all i could to get this issue resolved Andrea: For future reference, Fandango Customer Service can be reached at 1(hidden) Andrea: Is there anything else I can help you with today, Sharon? Sharon R: no i guess i will call in and try or go to social media with this chat Andrea: Thank you for making Fandango your choice for online movie tickets. Have a great

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Frank - 28 d 17 s ago

1

On your Live Assistance, why do I go up and down in the Que? Shouldn't I just go down??? Took 1 hour to get an agent today.

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petunia - 46 d ago

1

I tried using Fandango the other day in the afternoon and "their computers were down" I waited about 1/2 hour for the situation to change but it didn't and the movie time had expired and the next movie I was not able to attend. This was the second time I had an issue with trying to buy tickets with my 25.00 gift card. When the representative finally took my call he could do nothing for me. I still have my card and have not seen a movie!!!

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f agent - 38 d 15 h ago

please call (hidden)1 between 9a & 1a EST so we may assist you further.

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MAONRI NUNEZ - 46 d ago

0

FANDANGO CUSTOMER SERVICE IS A SUCKS, NEVER AGAIN, I USE MY COUPON CODES TO BUY TICKETS AND I NEVER GET MY TICKETS , THIS IS A HORRIBLE EXPERIENCE . CALL CUSTOMERS SERVICE AND NOBODY HELP ME. NEVER AGAIN .I ALREADY DELETE THIS APP FROM MY PHONE.

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Anonymous - 57 d ago

0

I ordered tickets on fandango never received a confirmation email and used PayPal so theater had no way to look up tickets. Used the live chat and was disconnected twice before talking to someone who told me to call customer service. Customer service told me they could not refund me. Talked to supervisor who said the same thing because the show had already started. Total bs because I was trying to make my show and would have if I got my tickets!

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Anonymous - 67 d 20 h ago

0

This is the shadiest company on earth! Your corporate number is fake. No one in customer service has a phone number, it's all automated emails so you can steal hard working Americans money. I will post on every social media outlet of which I have over 800,000 followers on letting them know the documented B.S. that is fandango. I tried every means possible to cancel before my show but your app was unavailable so I couldn't and now I'm not due a refund. That is simple theft and I will do all I can to make sure every person knows it!

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Completely P***ssed in Alabama. - 60 d ago

0

Could not agree more. Gave me a $6 reward but then when I tried to use it, would not accept my credit card payment though I used it before and after the attempt on the same day. Balance paid every month. Then spent an hour talking directly and then to chat with Fandango rep trying to get it working. And they will not give you an email to complain to anyone in headquarters!

I will never use Fandango again.

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kimberly - 74 d 6 h ago

Do Not purchase fandango giftcards, I bought a package of three 15.00 giftcard from sam's two of them were fine and the third there is a problem i SENT a picture of the front of back to them and they are giving excuses why they cannot fix it and that I have spent 3 hours on the phone trying to resolve the problem when I told the supervisor he was not doing anything and incompentant he hung up on me

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Anonymous - 83 d 17 h ago

0

I spoke with the supervisor of Fandango and he was very rude and kept interrupting me when I was explaining my issue on the website with a purchase I had made. He didn't act like he cared at all that my card was charged twice and hung up on me instead of assisting me. He had an attitude the whole time. This was by far the worst customer service I have ever experienced. The manager should not talk to customers this way. I will no longer be using Fandango.

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Jose Luis Estrada Jr - 106 d 41 s ago

I forgot to put my email address here's my adress (hidden).

Jose Estrada

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Jose Luis Estrada Jr - 106 d ago

Hello I do graphic design I was curious if ya'll could use my logo for your design. If yall can just let me know.

Jose Estrada

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Michael L - 110 d 4 h ago

0

Fandango - TERRIBLE Service: My car broke down en route to movie and was not able to contact Fandango until after the fact. When I messaged "customer service", I was denied the exchange and the $8.00 service fee. Talk about POOR customer service that would not even give a refund of $8.00.

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ANGANDERSON2002@YAHOO.COM - 112 d 5 h ago

0

WILL BE CONTACTING BBB.. DO NOT USE FANDANGO.... CUSTOMER SERVICES IS RUDE ... NO HELP....

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Kayla laird - 112 d ago

I totally agree with you. They are very rude.

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Kayla laird - 113 d ago

fandango is absolutely the worst website ever do not by tickets from them. They're refund policy in very inconvenient.

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Don't use Fandango - 113 d 8 h ago

Let me start by saying I ordered tickets from Fandango quite a bit, but on March 28th 2018 I had a problem with order my tickets so I got my tickets went to the movie theater and the seats that I bought where handicap seats and when I say handicap I mean there was no seats there they were empty spaces for wheelchairs. Call Fandango to put in a complaint ask them to be compensated in some kind of way, and they told me that there was nothing that they can do sorry for the inconvenience. Try to talk to someone at the corporate office but they said that there is no number or anyone that I can talk to. Now I don't know about anybody else but I can't deal with a company that doesn't allow you to put in the complaint to the corporate office. I'm done with Fandango and I advise everyone to be done with them as well because they're just out to get money and that's it. They don't care anything about their customers

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NMG - 115 d 16 h ago

0

I really only use Fandango to see show times, I have used the actual service a couple times for an obscure movie theater that shows random "older" movies and have not had a problem in that arena. I would definitely advise skipping their support and just having your bank reverse the transaction to save you time and headache. My story focuses on FandangoNOW, as they sometimes have good deals on digital 4K UHD movies for purchase. I ended up buying a couple of gift vouchers recently off of Groupon and Living Social since it was a decent deal. Coincidentally, a sale for Oscar-nominated films came up on FandangoNOW just a day or two later. I went ahead and perused their sale and decided I would try to grab a couple of movies in 4K UHD. I was unaware the coupon code related to the sale was only good for a single use and ended up choosing the Phantom Thread for pre-order. When I realized this, I decided I would rather use the coupon on a different movie as I had originally thought I could reuse it for others. I called FandangoNOW support and explained the situation. The guy had a hard time finding my account by my email as he had misspelled it. Once we got that situation resolved, he was finally able to cancel the pre-order. I should mention pre-orders can only be canceled via phone support... When it was done I forgot to ask how long it would be before I got my credit refunded. I called back and got an unenthusiastic woman who told me it should have gone through immediately and she had no idea why. Because their SUPPORT HAS NO ABILITY TO CREDIT AN ACCOUNT, she had to send a message to corporate. I was told, by her, it would be 3-5 business days (this being a Saturday that I called); as well as that there is no other way to contact corporate. I also had her send me an email to verify the situation, which I had to have her resend (yes, I kept her on the phone), because it described nothing of the situation... A couple of days later I receive an email stating that it has been 48 hours since I have responded to the woman's email and that if I did not respond the case would be closed!? I call FandangoNOW and talk to some guy who sounds like he could give a brick wall a run for its money. He assures me that the case is still open despite the email and that he will send me an email of our discussion. When I tell him I will wait for the email while he is on the phone, he proceeds to tell me that he does not have that ability because of where he is. I call pure BS because I never got an email (not that I'm doubting they have very limited capabilities, take that as you will). A few days later I get another email stating that Corporate has not yet responded, and that it will be 5-7 business days for a reply from Corporate. I decide to call FandangoNOW and admittedly get irate, one for having some of the worst customer support, and two because I get the exact same woman who told me it would be 3-5 business days! I talk to her, she states all she can do is some sort of "nudge" to TRY to get a faster response. I ask how they are going to compensate me for having to waste so much time to get what I am owed, not what I would like, what is rightfully mine. She tells she can give me a free rental, which I quickly dismiss as I don't rent, I buy, I own; it's not food, I'm going to keep it. I then get moved up to an alleged manager, and of course this idiot is of no help. I question the title because if you have only the same abilities as your "subordinate", how are you any different from the people beneath you? Sure, you could "manage" people, but without any power, your just a glorified CSR. The manager tries to offer me the same BS spiel and the rental. I cut him off so many times that if we were driving cars, he would already be balls deep in a pylon. He first tries to tell me that it sounds like I don't hear "no" a lot, to which I retort that of course I have, all I've heard from FandangoNOW support is, 'no they can't credit me, no the case's status hasn't changed, no we have no way to contact corporate.' I ask to talk to his superior and he quickly says that he does not have one. I question him on this asking if he owns Fandango, because there is no way he does not report to anyone. He then tells me he won't give me his manager's phone number--of which I never asked for--unsurprising me with the obvious lie he just revealed. I ask him how many times has Corporate not responded, and he states he count on his hands how many times, never revealing an actual number. I tell him that doesn't mean much when I don't know any of the information behind it, where then he goes into some junk about a busy time and having 500 Corporate responses. Even if this minute amount were true, it just means that Fandango/FandangoNOW has lots of issues and support can't handle any of them. I imagine they are varied for Fandango, but FandangoNOW is really just buying or renting digital movies (they no longer have a rewards program). How hard is it to setup support for buying or renting? You credit, you fix a purchase issue, I can't think of anything else..? Anyways, I ask this "manager" what happens if they do not respond within the now changed 5-7 business days? (He denies 3-5 business days was ever stated and that I even talked to the woman previously, even though I have an email from her that he seems ill-equipped to find, among other things.) He tells me they do their 2-day "nudge" process. I ask him, 'and if that doesn't work?' He literally tells me to "get a lawyer." FandangoNOW must really be scraping the bottom of the barrel if a support "manager" has no other recourse while be questioned than to say that. Since I know that they AT LEAST have the ability to write emails, I tell him to write me an email about what we discussed, the situation at hand, and what he has stated about Corporate in relation to their reply times. He refuses to do so and throws a hissy fit. I get the fit, I really do, because when your called a "manager", but aren't a real "manager", it's like being Pinocchio. Your a boy, just not a real boy. Beyond that, it amazes me that the one thing he can do he refuses to do. But I could be wrong, when your illiterate, I imagine you go to long lengths to keep it a secret. He asks if I would like an emailed survey, to which I honestly tell him he can do so but nothing positive will come from it (on my end of from his). The conversation eventually ends with him asking if there is anything else he can help with, and me answering, "Obviously not." The 7 business days pass and I call on the 8th as no credit has come back to me. AGAIN, I get the same lackluster woman. Of course, the status has not changed, so all she can do is her "nudge". I ask her if they have a small employee size (as what are the chances of getting the same person twice, letalone three times, if they have a large center or centers). She does not really say, but pretends to also find that odd. During this time I am planning on what is my next course of action if all else fails. I could give up and lose the credit, which more than offsets the deal on one gift voucher. I could hope that their pathetic Corporate comes through. Or I could plan on how to get my money back. I go with the latter and plan to go through a bunch of phone calls in order to get my money back. It entailed me contacting Groupon/Living Social, explaining the situation, more than likely being told there was nothing they could (at no fault to their own other than selling items from a company with shoddy support), but stating my piece so that it was on record, including that I would be contacting my bank and getting a refund for all gift vouchers. I know I wouldn't lose as Groupon would have no way to prove that FandangoNOW skirted their responsibilities, however, it would probably force me to open up another Groupon and Living Social account. The 9th day rolls around and I am ready to make the call to Groupon to begin my plan on the following day. In the afternoon, before I get a chance, I get an email stating I have been credited the (correct) amount. It only took 9 business days, just a couple days shy of two weeks, to get what was always rightfully mine. I could care less about the money, but don't try to screw me out of it by crippling your support to underhandedly keepy my money. If I had bought a movie that was not on pre-order, and then regretted it, I could see that being my fault. But when your support screws up whatever little they can actually do, then screw you. My lesson is to never pre-order anything from them, and only buy when I am absolutely certain of the terms.

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TPH - 134 d ago

0

I had a gift card for fandango and tried using it on 2-9. Never received a confirmation back

Tried using it a few days later and after spending over an hour on the phone , I was told that the card was charged and he was going to get charmain to get in touch with me in reference to a refund. I finally went on line with the reference number that was given to me

After three attempts back and forth they had sent me a phone number to call. Called them today and was told that the original purchase confirmation was sent to a email address different from my wife why was this told to me by the three previous knuckleheads and corporate will not approve the credit. Nice scam on fandango part

Nice that you purchased rotten tomatoes since that is appropriate description for the entire company NEVER will I recommend your gift card to anyone

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Anonymous - 141 d ago

0

I went to see Black Panther at your location last sunday in folsom 14 on iron point in ca. I was told i could not bring my purse into theater for safety reasons which was fine but as i enter the theater i saw women with backpacks and purses i believe i was treated unfair and will not attending this movie theater

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VANESSA - 141 d ago

they're horrible do NOT USE THEIR WEBSITE

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