Vue Birmingham

Very disappointed with our visit to Vue today. For years, we've brought my daughter's McDonald's Happy Meal into this cinema without any issues. We were last here only a few weeks ago and it was absolutely fine. Today, however, we were stopped and told she could not take it in because it was "hot food." I asked to speak to the manager, Rowan, who explained that this had always been Vue's policy but that they had only started enforcing it in the last few weeks. My issue isn't that Vue has a policy—it's that there was no notice whatsoever that they had suddenly decided to start enforcing it after years of allowing it. There was no signage, no warning, and no communication to customers. I specifically booked this screening because it coincided with my daughter's lunchtime. Instead, I had to stand outside the cinema and rush her through eating her Happy Meal so we didn't miss the start of the film. It completely spoiled the experience. If a cinema decides to change how it applies an existing policy, the least customers deserve is some clear notice. Simply saying "it's always been policy" doesn't reflect the reality that customers have routinely been allowed to do the very thing that is now being refused. I hope Vue reviews how it communicates changes in policy enforcement to avoid other families having the same experience.

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Worse cinema experience ever. Went to watch Mario 2. When I entered the screening room I couldn’t believe the state of the place it was not just messy, it was dirty, popcorn everywhere rubbish left on seats in cups holder and chocolate stains on the seat that I had pre booked. When I alerted them they had every excuse in the world, from the last screening just left, we don’t have no one to clean, to they missed this screening room. Everyone was asked to leave so they could clean to the be told 1 minutes later they were done and if I wanted I could ask or a refund because my seat could not be cleaned and should have been marked as do not use. I was already there and my kids wanted to see this film so he said I could seat in an unoccupied seat. When I re entered the screening room all they did was pick up 2 or 3 bits of rubbish and left everything else all the spilled popcorn still everywhere. Then a rude person in the cinema taking flash pictures for the duration of the film ( flashed directly in my eyes). It was boiling hot at first then it went too cold. I will not going back to this venue. I highly doubt not recommend.

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I used my free Monzo ticket to go watch the new Super Mario film. No issues I initially booked for a later screening but managed to change it to the one before at box office. The film was shown at Screen 12 which I believe is the biggest or one of the biggest screen size in this branch. Seats were comfy, sitting bang in the middle my view was perfect. Plenty of parking outside too.

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We tried ordering the “Dirt Cake Sundae” that was clearly displayed behind the till (photo attached) and even pointed at it when ordering. Somehow we were charged for 2 shakes instead, then told at the ice cream desk that they “don’t have it” and had to go back for a refund. (Which you aren’t allowed to keep the receipt as proof off). When we tried ordering again, staff (including who seemed to be a supervisor/ manager) insisted they’ve “never had Oreo,” and that it was actually cookie dough in the image. Despite the picture very clearly showing Oreos. Very strange interaction. To top it off, they refused to honour our discount code again even though the mistake came from their misleading display and staff confusion. Poor customer service. Very rude and unprofessional.

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