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Poor cleanliness and disappointing response from customer service
Vue Cinema的点评
点评：I recently visited Vue and was very disappointed with the overall cleanliness. The toilets were dirty, and when I got to my seat it was not in an acceptable condition and had to be cleaned by a member of staff before I could sit down. This is basic hygiene and not what you expect when paying for a cinema experience.
What made the experience worse was the follow-up. I contacted customer services afterward and, while they acknowledged the issues and apologised, they ultimately offered no refund, compensation, or goodwill gesture. The response focused heavily on policy, stating that because nothing was offered at the time, they could not help further despite accepting that the standards were not met.
Being told that feedback has been “passed on internally” doesn’t really help as a customer, especially when the problems were significant and affected the enjoyment of the visit. The reply felt more defensive than customer-focused and left me feeling that unless issues are handled in a very specific way, they simply won’t be resolved.
Clean facilities should be a given, not something customers have to chase staff about, and I expected a more supportive response from a large cinema chain.
What made the experience worse was the follow-up. I contacted customer services afterward and, while they acknowledged the issues and apologised, they ultimately offered no refund, compensation, or goodwill gesture. The response focused heavily on policy, stating that because nothing was offered at the time, they could not help further despite accepting that the standards were not met.
Being told that feedback has been “passed on internally” doesn’t really help as a customer, especially when the problems were significant and affected the enjoyment of the visit. The reply felt more defensive than customer-focused and left me feeling that unless issues are handled in a very specific way, they simply won’t be resolved.
Clean facilities should be a given, not something customers have to chase staff about, and I expected a more supportive response from a large cinema chain.
翻译：我最近去了Vue影院，对整体卫生状况非常失望。洗手间很脏，我找到座位后发现座位状况很差，必须由工作人员清洁后我才能坐下。这是最基本的卫生问题，而不是花钱看电影应有的服务。
更糟糕的是后续的处理。我之后联系了客服，虽然他们承认了问题并道歉，但最终没有提供退款、补偿或任何补偿措施。他们的回复主要围绕政策，声称由于当时没有提供任何补偿，所以即使承认服务标准未达标，他们也无法提供进一步的帮助。
被告知反馈已“内部转达”对顾客来说毫无帮助，尤其是在问题严重影响观影体验的情况下。他们的回复与其说是以顾客为中心，不如说是辩解，让我觉得除非问题以特定的方式处理，否则根本无法解决。
干净的设施应该是理所当然的，而不是顾客需要追着工作人员要的事情，我原本期望大型连锁影院能给予更积极的回应。
更糟糕的是后续的处理。我之后联系了客服，虽然他们承认了问题并道歉，但最终没有提供退款、补偿或任何补偿措施。他们的回复主要围绕政策，声称由于当时没有提供任何补偿，所以即使承认服务标准未达标，他们也无法提供进一步的帮助。
被告知反馈已“内部转达”对顾客来说毫无帮助，尤其是在问题严重影响观影体验的情况下。他们的回复与其说是以顾客为中心，不如说是辩解，让我觉得除非问题以特定的方式处理，否则根本无法解决。
干净的设施应该是理所当然的，而不是顾客需要追着工作人员要的事情，我原本期望大型连锁影院能给予更积极的回应。
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