Tuesday, July 26, 2011

The End Of The Saga?

To get yourself up to date with this, see A Letter To Reading Cinemas

I left it a few days and then I emailed them again.  Here is part of the letter I received back from Reading Cinemas...

Hi Jo,

Sorry about the delay in getting back to yourself re you last visit to the cinemas here in Sunbury, as mentioned on the phone I sincerely apologise for the fact that your cinema experience fell well short of meeting a satisfactory  standard and would be pleased if you would accept 4 complimentary tickets to attend the cinemas here at your leisure.

On two of the complimentary passes if it is O.K with yourself I would appreciate it if you went to see a 3D movie, as 3D movies are new to Sunbury and the movie you saw was a 3D session of harry Potter I would like further feedback on the glasses I am concerned as they are put through a dishwasher after being used that maybe a film of detergent isn’t being rinsed properly and I would appreciate your honest feedback as the glasses obviously shouldn’t be greasy or scratched.

Once again I apologise for the substandard experience  at the cinemas and appreciate your feedback, Thanks for your support of the cinemas in Sunbury and please feel free to contact me in relation to any concerns or feedback you may have.


Cinema Complex Manager


So, I have four tickets to use.  I am very hopeful that my experience next time will be great, but I guess there's only one way to find out.

Before I sent the initial letter I ummmed and ahhhed for a while, wondering if I should bother speaking up.  In the end I decided I had to.  I believe that we should NOT stand for bad customer service.  There is only one way to improve things, and that is to complain about it to the right people.


  1. If people don't give feedback how would they know if there was a problem?

    Hope the experience gets better next time (and if it doesn't EEEK!)

  2. I try to give feedback, both good and bad. To be honest, it has to be really bad for me to go to the trouble of giving bad feedback ... and usually I'm furious by then.
    But I like to let businesses/companies let them know when they've done well too.
    Very few even acknowledge the feedback either way, so good on Reading Cinemas for making it up to you!


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