Vue Cinema London - Westfield Stratford — Attraction in London

Below is a email I sent to VUE about the horrible ordeal I had to go through and just look at their response

Absolute disgust

My email ;

Dear Sir or Madame,

This is regarding an incident that took place on 7th December 2024 at approximately 19:45 hours at Vue Westfield Stratford, London.

My wife and I and our seven-year-old child went to watch Moana two which my wife pre-booked online and purchased VIP tickets.

While my wife had taken our son into the actual screen, I queued up to purchase some snacks,

One of the items that were purchased were given to me and I walked away from the counter only to realise it was incorrect namely nachos.

I went back to the counter and spoke to the member of staff and explained that the nachos were incorrect just as the staff member was about to help me a manager wearing a suit who went by the name of Moses intervened and asked me what the problem was, I had explained that there was just a small issue with the cheese dip and that the member of staff was about to rectify it for me. He however started having a go at me saying I should not have walked away from the counter. I had explained that there was many people there and it was very busy And I did not spot check my nachos until I had walked a few steps away.

This gentleman‘s demeanour was extremely aggressive and very confrontational. At one point I felt threatened as he was in my personal space and literally in my face to the point where I could smell his breath.

On several attempts, I requested that he take a step away from me as I felt intimidated that he was in my personal space many staff members and customers were astonished at this gentleman‘s behaviour as it looked as if he was about to fight me and I was extremely frightened.

He went on to make comments suggesting that I don’t know who he is and that I should have checked my order before walking away.

I again reiterated that it was human error on the staff member side and the staff member was rectifying the problem he would not let it go and kept on stepping towards me every time I moved back in my opinion this was very intimidating for me and it was extremely uncomfortable and unkind.

I have never been treated in this manner at a place where I pay to watch a movie with my family, we are regular customers at the Odeon Luxe cinema in Lee Valley however unfortunately they did not have the availability of this specific movie last night.

It ruined my entire Experience and I felt agitated the entire time as I felt threatened and I honestly thought there was going to be a fight.

I am almost considering to report this to the police as this was what I encounter as abusive behaviour which is not acceptable.

I have provided you the date and time I would highly recommend that you check your cameras and see exactly what I meant as clearly twice I walked away from him and on both occasions even after I got my order, he kept on walking behind me and still talking and enticing me to argue with him which I did not.

This behaviour is unacceptable especially from a person who is a management position. The gentleman in question had a badge with the name Moses he was wearing a suit and I describe him as a black male approximately 5 foot 11.

I cannot let this go as it is ruined my day yesterday. I could not sleep last night and I still till this moment cannot believe what happened And how I was treated by one of your managers.

I do not wish this to be gone unheard and expect a full investigation into why the view cinema and Westfield would allow such individual to be employed in a position of authority.

I am considering taking this to social media as I am sure there was many other people who had their phones out and were video recording the entire thing the only reason I did not is I was trying to get away from this situation rather than creating one and I am still in shock

LIKE DID ANYONE EVEN READ THE B.S THAT I WENT...

Yesterday's experience doesn't even deserve 1*, but can't rate it with zero. Hundreds of people went to see Agust-D's concert at 3pm. However, the live streaming just hasn't started. After about 30 minutes, some random documentary about Chinese farming was shown without any explanation of what was going on. Some ppl from the audience started to ask the staff about all that was happening but no one provided any explanation, no apology...absolutely nothing. Management stayed hidden (as we were told), not communicating anything not even after an hour. This screening was a ONE OFF show, it's not like you can just go another day. Then we were told to leave Screen 7 but no one said where we should go. Again, the concert was on for an hour by then. We literally had to look for staff to get some information. Many ppl left by then. When I asked a manager why they couldn't update us, her answer was "they will find their way back". After an hour missed, they finally started to screen the show. Again, no apology, no nothing. After the show ended, the lights didn't come back on, so ppl had to find their way out in pitch dark...very safe huh? We just saw ppl were queueing, it turned out for a refund. Again, no information on this either. The guy who issued the refund was on the phone, didn't even look at us. No apology from him either. When we saw the manager later, we asked her what the problem was, and she said the original screening room wasn't equipped to show live streaming. Then she got arrogant when I told her how poorly the situation was handled by not communicating anything. She said what we expect? And started talking to ppl behind us. When I asked where to complain she said find it on the website. Very helpful again. Asked her name and what she did was a joke then. She flipped her name badge also covering with her hand saying I don't need to know. When I said I remembered (Her name is Tayaline), she said "well done". She said " you got the refund and a compensation, what else you want?". Turned out, ppl getting refund weren't offered a free ticket either. So she gave us those tickets not in a kind manner. Absolutely outrageous experience. Avoid this team at all cost! I do understand that technical issues happen, but the lack of very basic customer service skills was shocking. VUE should train their staff better starting...

As a parent who cherishes shared experiences with my child, I recently faced a disheartening encounter at VUE cinema in Westfield,Stratford that left me deeply disappointed. Despite being accompanied by my 12 year-old son (nearly 13) and expressing my intention to provide appropriate guidance, the cinema manager's unwavering adherence to policy prevented us from viewing Demon Slayer anime (a 15-rated movie) together.

I approached the manager with the sincere belief that, as a parent, I am best equipped to decide what content is suitable for my child. Despite my reassurances and acknowledgment of the film's rating, the manager remained steadfast, offering no room for discretion or understanding.

This incident not only dampened our anticipated outing, which we both were so looking forward to, but also underscored a concerning lack of trust in parental judgment. As a cinema that caters to families, the VUE and the Manager herself should recognize and respect the authority of parents in making informed decisions about their children's entertainment choices. I would understand if my son was there with his peers , with no parent present, but that was not the case in this situation. It was an extremely disappointing experience, as we are both huge fans of this anime, and travelled from Sussex to watch it.I have seen movies, which had 12 years rating and in my opinion are way more inappropriate for my son than Demon Slayer.

Moving forward, I think the management of VUE should reconsider its approach and adopt a more empathetic stance that acknowledges the role of parents in guiding their children's viewing experiences. By fostering a culture of understanding and flexibility, VUE can better serve its patrons and create an environment where families feel valued...