Vuepass Reviews 

This is a scam - they advertise 2 tickets for £7.50 which you have to pay direct to O2, then when you get to the Vue site they charge you another £10 - total and complete scam

I purchased a “2 tickets for £8” offer via Octopus Energy, which very clearly implies general cinema admission. Only after completing the purchase did I discover the tickets could not be used for the newly released film I had specifically bought them for.
I contacted Vue within an hour of purchase, before the codes were used, yet was refused a refund at every stage.

I dealt with Kelly initially, who repeatedly hid behind vague references to terms and conditions rather than addressing the core issue: the key exclusion (Big Screen Events) was not made clear or prominent at the point of purchase. Saying something is “in the terms” is not the same as being transparent when advertising an offer.

The complaint was then escalated to Donna in Executive Relations, who took the same rigid stance. Despite acknowledging that I raised the issue immediately and that the vouchers remain unused, she refused any goodwill refund for £8 and again relied on buried wording rather than fair customer treatment.
What’s most disappointing is the complete lack of discretion. This was not about trying to bend rules after using the product — it was about a misleading headline offer and a prompt request to cancel when it became clear the tickets were unsuitable.
After this experience, I checked reviews and was unsurprised to see many similar one-star complaints about unclear exclusions and refusal to refund unused vouchers.
I’ll now be pursuing this with my card provider on the basis of misrepresentation at point of sale.
Poor transparency, poor customer service, and no goodwill whatsoever.

False advertising with unreasonable terms to save a few £ by time you realsie what you can actually get
Customer service is fast response but unhelpful and misleading

Been a nightmare, be careful they only last 7 days. so you just lose your money.

They're well not issue me my money back after the codes do not work after you cancel a film and try to rebook with the some code they're are a joke codes should work again and they're did and they're well not help I keep emailing until they're refund me my money

Bought a code to use for the new Taylor Swift film. After purchase, found that the code wouldn't work on that film. Their support say it is because it is a Big Screen Event, however it is not marked or indicated as such on the Vue website (unlike other films which are). Support would not listen to requests for a refund and cited spurious bits of text in the film description e.g. any mention of the "big screen" - er, hello, these are cinema films, they are all on the big screen. Got nowhere via email so tried calling them - the phone line was closed at 09:25 on a Friday. Avoid.

My code wouldn't work so I paid full price as the helpline is shut at weekends (which you would have thought was prime time for this). Despite evidence that I bought the voucher in good faith and that I paid full price, they refused to fix it or refund me the price of the voucher. So I have ended up paying 50% more for my film ticket