ODEON Reviews 1,502

Customer services are exceptionally slow!

I am able to purchase tickets via Perks at Work, have done for years and never a problem until now.

I purchased Luxe tickets for an Odeon Luxe cinema to view a 2D film, tried to book the seats and Odeon wanted a further £24.

When I queried it, they stated that the tickets can't be used for upgraded seats.

Which I knew anyway.

But, I wasn't upgrading my seats, my chosen cinema only offered recliners so that was all I could book but according to Odeon,I was trying to upgrade my seats.

This makes zero sense.

Never the less, Perks at Work tickets won't be purchased by me again and also Odeon won't recieve any further business.

After more than a decade of being the worst website I ever have the displeasure of using, they still can’t get the basics right. Odeon whoever is your CTO is long overdue their P45.

This cinema is absolutely terrible. I really don’t know how the manager even got her job. I even think the other two female staff members have a way better attitude than her. She’s just awful.

On 17/02, I mistakenly booked tickets for Acton instead of Birmingham Plaza. When I raised this at the cinema, after purchasing new tickets and treats for my children and me, the on-site manager assured me she would submit a refund request on my behalf. Unfortunately, no action appears to have been taken.

I then submitted a refund request myself on 23/02, including all the required evidence—my original booking confirmation and proof of my additional purchase at Birmingham Plaza. Despite this, as of 07/04, I am still waiting for the refund to be processed.

The lack of proactive handling, clear communication, and any meaningful follow-up from Odeon’s customer service has been extremely frustrating. I have effectively been left chasing an issue that should have been resolved weeks ago.

This experience reflects poorly on the level of care and professionalism shown to customers. At the very least, I would have expected timely updates and a more responsible approach to resolving a straightforward request.

I've been to Kilmarnock Odeon today and while the film we saw was brilliant and staff were friendly, the booking online was far from good service and the frustration trying to sort it out ruined the film a bit for me. I tried to book online for an hour and a half before we arrived, experiencing various difficulties of errors, bookings not processing, funds pending out my account but no ticket email.

I tried using another phone and even a laptop but the same errors appeared on all. I could therefore not use my Prime discount tickets or take advantage of the online cost so rather than spending £44 for tickets we spend £62 at the kiosk before adding snacks etc as we had no other option and disappointed children that didn't want to miss the film.

I know from other reviews and from other people in the cinema that this was not just an issue for our family and I can only imagine how much money people have spent extra to attend an Odeon cinema at extra cost when other local cinema would be a much cheaper and less stressful choice. I feel really let down by Odeon and unfortunately although I have been a customer since I was a young child myself, I will likely be taking my business elsewhere if booking is so frustrating in future.

My son and I went to Odeon Cinema Orpington.
I was asking a staff member for help with tickets, as my adult son has a CEA card due to his Autism and Learning Disability. During this, a Costa staff member who I had not approached interrupted, told me to go at the end of the kiosk and ask everything there. He then looked at the staff member I was speaking with and rolled his eyes.

I found this quite disrespectful and quite embarrassing, particularly as I was there with my son. I chose not to challenge it at the time to avoid upsetting him, but it left me feeling quite upset.

I did raise this with Odeon, they offered me a complimentary ticket. Let’s make it clear that is not the purpose of my complaint. I hope I will get clarification as Costa staff member working within their cinema are expected to follow the same standards of customer care in Odeon.

Basic courtesy and respect cost nothing this experience fell short.

Basic courtesy and respect cost nothing.

No jalapenos for nachos criminal sold out why ??????

I booked a ticket to watch the drama at Nuneaton. I stupidly booked yesterday rather than today. The way they dealt with my error an switching my booking was super quick n they were really helpful

So upset. I put the wrong location on my cinema on my booking. I asked for this to be changed on the AI bot (because you can’t call anyone!) and it said I couldn’t do this. When I asked what it meant if I cancelled the booking, it asked for my details and then just said it was cancelled! No warning, no confirmation email. When I’ve emailed odeon they’ve replied because I bought a child and adult ticket I cant get refund. So if I want to go see the movie I’ll have to pay again. No sorry, no empathy. I’m fuming. Worst customer service ever. Avoid Odeon and use another cinema.

While the cinema experience is great (with amazing recliners at my local cinema), the overall experience is tarnished heavily due to the opaque and almost scammy voucher strategy.
Claim 4 tickets for the family from Vodafone, Odeon has the gall to ask me for £45 (not even sure how the price came to be higher than odeon’s own ticket, almost as if they want to penalise these giveaway tickets), buy a voucher from work and you inevitably end up paying more. On top of that , there’s an online booking fee? Give me a break. If you’re going to act like a dinosaur, might as well just make this a 24/7 Jurassic Park cinema
As somebody who frequents my local Odeon, I’m giving up and will just go to the Vue 5 miles away. Their transparency is much appreciated.

Watching movies in Odeon but heaters are not working. Terrible experience

Avoid the ODEON membership unless you want a massive headache when you finally decide to leave. I gave my full 30 days' notice, yet they still failed to cancel it and wrongly charged me for an extra month.

​I've been promised a refund, but I've yet to see a penny. I just keep getting passed from person to person in their customer service department with zero resolution. They are quick to take your money but drag their feet when it's time to give it back. Terrible experience.

Waiting 4 hours to co next me to a staff member on live chat to cancel my membership. Avoid

Absolutely the worst customer service been trying to cancel my Limitless subscription. Tried to find info on the website but was a joke. Eventually found an email address and emailed on 25th February and still nothing. Appalling service.

Odeon cinemas are cynically and purposefully making the cancellation of MyLimitless an extremely difficult task in order to make money. It took 7 months for them to cancel my membership after requesting. They continued to take my money for 7 months and when I raised a complaint, I was promised a refund. That refund was promised to me in January and it is now March with no refund in sight despite numerous emails being sent to chase it up. I've been directly lied to by their customer services team about somebody leaving me a voicemail, that never happened. I'm shocked that a company of this size can treat their customers so appallingly and there is no accountability or repercussion. I'll be voting with my feet in future and taking my custom elsewhere - this is extremely brand damaging and I'm surprised their leadership team condones & obviously actively encourages this behaviour, especially given the difficult trading conditions right now.

We went Odeon Leicester several times to watch movies especially Mollywood movies. The very good thing is there car parking is in vast area with so many parking spaces. The other very important thing is 4 hours free car parking. So we can watch the movie with calm and relaxed mood without making any hurry. That's huge help to Bollywood, Mollywood,Kollywood like Indian language movie viewers because the running time of movie itself that's the length of movie between 2.45-3.0.hours. Then not only that there are a large variety of Indian language movie comes with large number of showtimes in Odeon Leicester. The Theatre are very spacious and the recliner chairs are very comfortable and wide so we'll watch movie like in bed. And the ticket prices are only very reasonable. The distance between rows are spacious so viewers can pass easily without any obstruction or problems.
The staffs are very cooperative and very helpful. So they help the viewers very much. Then the washroom are very clean. And there's a Nando's restaurant nearby. So we can enjoy food also.
Anyway we are totally and very much enjoying watching movies there.

Odeon limitless - worst customer service ever . I accidentally bought limitless cards for myself and husband instead of limitless plus - cancelled within 2 weeks without using them to try and upgrade . Constant emailing and using chat to try and get refunded emails not answered and when eventually answered still not refunded . Was told would happen , in meantime my credit card was stolen and trying to explain on a chat about this was told still fine as could pay into account - now been / months , no refund still haven’t used cards and getting no answer . For a company the size of Odeon I expect better service than this . I’ve also bought these cards as gifts for my daughters . Won’t buy again and will switch to other cinemas. I’m not sure how in this day and age a company this size can get away with this .

Went to watch a film and could not believe how loud it was! I literally had my fingers shoved in my ears throughout the entire film (and adverts). It was either that or leave.

It was the film "I Swear" about the life of a man with Tourette's syndrome. It wasn't any kind of noisy action film, yet was painfully loud throughout, even during just standard dialogue - I can only imagine how loud Marvel films would be at this cinema!

Pretty sure it was loud enough to damage hearing, so won't be going back again.

I drove to see a film at Odeon Derby, which is up to an hour each way from home, and I was silly enough to leave a jumper behind in the cinema. There is absolutely NO way to contact anyone. You cannot email, phone, use a chatbot. Nothing. I will be back in Derby in a couple of days and will call in, but what appalling lack of customer care that it is impossible to speak to anyone. They give a phone number, but that just refers you to the web site which does not help at all as there is no chat or web link. Dreadful customer service (pity as the film was good)