Vue Cinema Edinburgh - Ocean Terminal — Attraction in City of Edinburgh

I wouldn’t normally do something like this but what started off as a relatively small, yet disappointing issue escalated to something unpleasant for someone else. I watched “Solo-A Star Wars movie” yesterday with a friend and shortly into the film I thought that the screen was quite dim and badly lit. Even in daylight and brighter scenes, peoples faces and detail on objects was hard to make out. I asked my friend what he thought and his response was “maybe it’s meant to be like that”. If my television at home was like that whilst watching a movie, I would have adjusted it, 100%. Yes, I could have walked out but my friend just accepted how the picture was and I had been waiting for a day off work to see the film. Upon leaving the cinema, I mentioned all this to a member of staff, stressing that I was not looking for a refund or such thing, merely that I didn’t want anyone one else to miss out on the experience they’d paid for. On the screens showing trailers in the foyer, my friend acknowledged that the picture quality was “vastly better”. When I told my wife what had happened, she phoned Vue to complain and was passed on to 3 different people, the main one being “Josh” who proceeded to dismiss what she was saying, ridicule her, threaten to “terminate the call” every time my wife spoke and accused her of shouting and swearing, neither of which my wife does. He said he’d contacted Ocean Terminal and there was nothing wrong with the picture quality ever. (There are 4 complaints about picture quality on this page alone!!). A lady named Megan eventually spoke to my wife and was lovely, giving us 2 complimentary tickets to the screening of our choice and the knowledge that “Josh” would be getting retrained. This is not so much a complaint about Vue but about the attitude of some of their “customer service” staff. I don’t know if “Josh” will get his retraining but don’t put up with less than you pay for at these places, for the outrageous prices they charge, get value...

Original r/v - 2016 (two stars) Good selection of films and good show times. Refreshments & tickets are horrendously overpriced for what you actually get - top tip is to book first and pickup at the self-service kiosk, thus avoiding any human interaction or being oversold popcorn.

The Mark Strong voiceover before every movie goes on rather a lot and there aren't usually enough trailers - just loads of daft car adverts and other adverts for things you'd never afford/buy in the first place, followed by an extremely LONG advert FOR THE CINEMA which is stupid because you're IN THE CINEMA.

If looking for an authentic cinema experience - go elsewhere are there are plenty of independent cinemas in Edinburgh. Totally fine for a jaunt to catch the latest major release however - not usually packed out (unlike ther other Vues in Edinburgh) and shops nearby are decent.

Edit 2020 - upped to four stars - vast improvement following refurb / change in business plan:

This cinema has had a refurb, and whilst it's still lacking an "independent cinema" vibe, there are now lovely comfortable electric recliner seats, even better disabled access, mum & baby showings, accessible clean toilets and best of all, the sky high admission ticket price has been cut to something a LOT more reasonable - hats off to whoever made these decisions and came up with that business plan - we're now enjoying this local cinema a lot more frequently.

Suggested areas for improvement are firstly the food prices are still far too high and secondly, please can you train all staff properly in how to a) use the coffee machine and b) speak clearly and make eye contact when interacting with the general public (have had very variable...

I'm disabled and went in to book my tickets with my career we left to have some dinner and returned to see movie after checking our tickets we were told what cinema to go to on arrival movie was on once seated we realized it was the end of the movie we left sharply and went back to desk to complain to be told the movie we wanted to go to was now fully booked I got manager to complain and was told cashier was training but was not supervised he refunded my money that's when I realized in my hurry to get out cinema I had left my handbag in cinema he sent a member of staff to retrieve it she returned empty handed my carer offered to go with her she was looking in the wrong place my carer came back with my bag by this time I was very distressed and had a panic attack I had been left in foyer on my own and the manager offered another film to see and made a big thing about giving us complimentary tickets a useless gesture we went to see another movie but by this time I was so exhausted by the events that happened I fell asleep during movie my carer woke me up and took me home a waste of a day out and I only get out rarely because of mobility problems I only pay £5.99 for my ticket my carer goes free with my travel pass do as you see for all that happened it was a slap in the face this big gesture the manager was making and at the end of the day I didn't even see the full movie or the original movie I wanted to see. So don't think I will be going back there anytime soon the staff need some training as even the girl checking tickets failed to notice that the movie she sent us to see had only 10minutes till it finished and could have saved me unnecessary...