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When customer service simply says “not our problem”
Cineworld - Chichester的点评
点评：Lovely cinema staff – shame about the customer service afterwards
I visited Cineworld Chichester and subsequently received a parking charge, despite being a genuine cinema customer and being within the advertised five-hour parking period.
I want to make it clear that the staff at the cinema itself were absolutely lovely. They were friendly, helpful and did nothing to cause the problem. My frustration is entirely with Cineworld's customer service department and the way my complaint has been handled.
I had explained that it was a particularly stressful evening for us and that exceeding the parking time was a genuine oversight, rather than any deliberate attempt to misuse the car park. The film was much longer than anticipated and, before it even started, we sat through at least 30 minutes of trailers and adverts. We then still needed to get food afterwards, and I spent money with three businesses on the site that evening.
I contacted Cineworld hoping for some help. I wasn't expecting them to own the car park or personally cancel the charge. What I did expect was some actual customer service.
Instead, I received what can only be described as a copy-and-paste masterclass. A completely robotic response explaining that Cineworld doesn't own or operate the car park and that I should contact the parking company myself.
Yes, I know. That wasn't the point.
I had specifically explained that Cineworld has previously advised customers that they could bring their parking charge notice and proof of their cinema ticket to the cinema and have the matter sorted. Yet this wasn't even addressed. Nobody appeared to have actually read my complaint or considered the circumstances.
It's incredibly frustrating when you take the time to explain a situation properly, acknowledge your own genuine oversight, and receive a standard template response that effectively says “not our problem.”
So, to be fair, five stars to the lovely staff at Chichester Cineworld — zero stars for the customer service department.
I wasn't looking for special treatment. I was looking for someone to actually listen and show a little understanding.
Perhaps Cineworld should watch the film all the way through — including the 30 minutes of trailers beforehand — before deciding how long its customers are likely to be on site.
I visited Cineworld Chichester and subsequently received a parking charge, despite being a genuine cinema customer and being within the advertised five-hour parking period.
I want to make it clear that the staff at the cinema itself were absolutely lovely. They were friendly, helpful and did nothing to cause the problem. My frustration is entirely with Cineworld's customer service department and the way my complaint has been handled.
I had explained that it was a particularly stressful evening for us and that exceeding the parking time was a genuine oversight, rather than any deliberate attempt to misuse the car park. The film was much longer than anticipated and, before it even started, we sat through at least 30 minutes of trailers and adverts. We then still needed to get food afterwards, and I spent money with three businesses on the site that evening.
I contacted Cineworld hoping for some help. I wasn't expecting them to own the car park or personally cancel the charge. What I did expect was some actual customer service.
Instead, I received what can only be described as a copy-and-paste masterclass. A completely robotic response explaining that Cineworld doesn't own or operate the car park and that I should contact the parking company myself.
Yes, I know. That wasn't the point.
I had specifically explained that Cineworld has previously advised customers that they could bring their parking charge notice and proof of their cinema ticket to the cinema and have the matter sorted. Yet this wasn't even addressed. Nobody appeared to have actually read my complaint or considered the circumstances.
It's incredibly frustrating when you take the time to explain a situation properly, acknowledge your own genuine oversight, and receive a standard template response that effectively says “not our problem.”
So, to be fair, five stars to the lovely staff at Chichester Cineworld — zero stars for the customer service department.
I wasn't looking for special treatment. I was looking for someone to actually listen and show a little understanding.
Perhaps Cineworld should watch the film all the way through — including the 30 minutes of trailers beforehand — before deciding how long its customers are likely to be on site.
翻译：电影院的工作人员很友善——可惜之后的客户服务就差强人意了
我去了奇切斯特的Cineworld电影院，尽管我确实是电影院的顾客，且停车时间也在宣传所说的5小时之内，但还是收到了停车罚单。
我必须说明的是，电影院的工作人员真的非常友善。他们热情又乐于助人，完全没有做任何会引发问题的事情。让我不满的完全是Cineworld的客服部门，以及他们处理我投诉的方式。
我已说明，那个晚上对我们来说压力极大，超时停车纯属疏忽大意，绝非故意滥用停车场。电影的时长远远超出预期，甚至在正式开始放映前，我们就至少看了30分钟的预告片和广告。看完电影后，我们还得去买些吃的。那天晚上，我在该场所的三家店铺里消费了。
我联系了Cineworld，希望能得到一些帮助。我并不指望他们拥有那个停车场，也不指望他们会亲自取消收费。我所期望的只是得到一些真正的客户服务。
然而，我收到的回复只能用“复制粘贴的典范”来形容。那是一段极其机械的回复，只是说明Cineworld并不拥有或运营该停车场，还让我直接联系停车场管理公司。
是的，我明白。重点并不在此。
我特意说明过，Cineworld此前曾告知顾客：他们可以携带停车费通知单以及电影票凭证前往影院，问题便能得到解决。然而这一点甚至都未被提及。显然没有人真正读过我的投诉内容，也没有人考虑过实际情况。
当你花时间把情况解释清楚，还主动承认自己确实存在疏忽时，这种结果实在令人极其沮丧。然后你会收到一个标准的回复模板，其内容实际上就是在说“这不是我们的问题。”
说句公道话，给奇切斯特CineWorld那些友善的员工五星好评——但客服部门则一文不值。
我并不奢求特殊待遇。我只是希望有人能真正倾听我的诉求，并表现出一点同理心罢了。或许Cineworld应该把这部电影完整看完——包括片前的30分钟预告片——然后再来决定其顾客预计会在影院逗留多长时间。
我去了奇切斯特的Cineworld电影院，尽管我确实是电影院的顾客，且停车时间也在宣传所说的5小时之内，但还是收到了停车罚单。
我必须说明的是，电影院的工作人员真的非常友善。他们热情又乐于助人，完全没有做任何会引发问题的事情。让我不满的完全是Cineworld的客服部门，以及他们处理我投诉的方式。
我已说明，那个晚上对我们来说压力极大，超时停车纯属疏忽大意，绝非故意滥用停车场。电影的时长远远超出预期，甚至在正式开始放映前，我们就至少看了30分钟的预告片和广告。看完电影后，我们还得去买些吃的。那天晚上，我在该场所的三家店铺里消费了。
我联系了Cineworld，希望能得到一些帮助。我并不指望他们拥有那个停车场，也不指望他们会亲自取消收费。我所期望的只是得到一些真正的客户服务。
然而，我收到的回复只能用“复制粘贴的典范”来形容。那是一段极其机械的回复，只是说明Cineworld并不拥有或运营该停车场，还让我直接联系停车场管理公司。
是的，我明白。重点并不在此。
我特意说明过，Cineworld此前曾告知顾客：他们可以携带停车费通知单以及电影票凭证前往影院，问题便能得到解决。然而这一点甚至都未被提及。显然没有人真正读过我的投诉内容，也没有人考虑过实际情况。
当你花时间把情况解释清楚，还主动承认自己确实存在疏忽时，这种结果实在令人极其沮丧。然后你会收到一个标准的回复模板，其内容实际上就是在说“这不是我们的问题。”
说句公道话，给奇切斯特CineWorld那些友善的员工五星好评——但客服部门则一文不值。
我并不奢求特殊待遇。我只是希望有人能真正倾听我的诉求，并表现出一点同理心罢了。或许Cineworld应该把这部电影完整看完——包括片前的30分钟预告片——然后再来决定其顾客预计会在影院逗留多长时间。
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