Well...... for 4 years I had a wonderful experience at Wandsworth, great staff, wonderful films, clean loos, polite and helpful staff, a good all round experience. time after time, great service..... best cinema around .
But then , one evening , out of the blue, a staff member was rude to me on the phone, I reported it of course, but the site itself did nothing , lots of calls to head office, and the complaints line , but still nothing, no e-mail, No letters. No phone calls .....Month and month went by , I stayed loyal to the site, and kept up with the calling , thinking it was just an over site, all I wanted was an apology, as this meant Cineworld as a large company were talking responsibility for their rude staff member, and to be honest I was expecting them to do just that, because of the excellent service I had had over the previous 4, years .
But no ... it turned nasty very fast .....
Of course .the said female staff member must of been informed of the complaint I put in ...... as she must of been asked question to her behavior on that evening date and time. so I was really not expecting the treatment I got on my next visit to the Cineworld site.
This is just my interpretation of the situation of course, but I believe because she was allowed to get away with the bad behavior in the first instant, she was brave enough to be nasty a second time, but this time to my face ...it was embarrassing hurtful , and left me in tears
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Of course I tried to ignore her childlike behavior, but it was very upsetting, as I had my daughter with me at the time .I left the top part of the cinema and went to the lower level , thinking if i move away then she would stop ...... but I was wrong, she then come down to the next level where the ice cream is sold .. where her behavior continued . I then went off to the security guard, " who was very kind, and helpful , as he could see the distress I was in . He went off to get the manager that was on duty than evening ...... this person was the biggest waste of time ....After I relayed the situation to her , without a sorry, without saying I will go off and look into this .... ( ie look at the security creamers etc ) she said " NO I DON'T THINK MY STAFF MEMBER WOULD DO THAT ...... i was so shocked that she had made he mind up without any investigation at all..... no sorry , and just about called me a lair to my face .
well after this appalling behavior I have written to the head of the company mookey ..... many times, he never even had the respect to look into it ..... no replay from him at all ... SHAMEFUL INDEED . I once again got in contact with the complaints, as I was so shocked that a large company like this could , or would not take responsibility for their own staffs behavior.
The next move from this staff member was appalling beyond belief .....
I was at my home, just about to go to bed, in my PJ s....... 9.45pm i had a loud knocking at my door, it made me jump ...... as it was late, I left it, hoping whoever it was would go away ,,,,, but the knocking got louder and louder... until a voice said open the door its the police .... this was close to 10pm now . and i was now thinking ...police at my door, " this late , someone has died " .... when I got to the door I was arrested .....by eight big policeman.... me a women with no criminal record. it seemed because I had sent messages to this staff member , asking to be left alone , ( as Cinworld were doing nothing to protect me a customer..... ) she went off to the police to report me for harassment ..... anyhow ... very log story short , I was locked in a cell for over 4 hours , question and set free after 4am ...I was finger printed and left t deal with the stress of it all .... to this day cineworld have not taken responsibility for the staff member NO letter of apology .... to this day I am still asking . its appalling .
I will keep trying for that apology letter, as I would not like any other customer treated as I have been .......the company have been pompous and childlike ..... this needs to change for the sake of all customer that see films with this company . read more