Dendy Cinemas

Awful – So wished I had chosen to go to Palace Electric instead. Asked for a ticket too the movie at 5:00pm in premium lounge - I was as told it was at 5:20pm and that the website was having problems. Then was told that there was a 5:00pm session but n the premium lounge! Then asked if my membership was being applied to the ticket and I had no reply. Went to the lounge and asked the person at the door - she said that they could sought it out - surprise same fellow from the main desk and he still couldn’t actually listen - we are having problems with our database! Actually he didn’t listen again and got the spelling of my name. Still don’t have a resolution as he mumbled something about my membership without finalising anything. I wished I hadn’t come out - awful!

No more cash at Dendy??? – Surprise when my friend wanted to pay cash - “sorry we don’t take cash”!!!!!! !isn’t it legal tender anymore????

Made an honest mistake, should have known better – Going through the Dendy's website. I tried to book tickets for the new John Wick Chapter 4 movie in advance for Premium seating. After payment, I realised almost a few minutes aftewards that the tickets I bought what I thought was for the 1st of April; was in fact for the 25th of March this weekend. I sent an email via their website for support and even contacted the cinema at Canberra Plaza.

What I got as a response are completely two different things which confuses the entire experience even more.

(1) I asked whether I could change the date. The representative over the phone, said as I am paraphrasing: "...as you are not a member, we can not change the date for you".

I am not a member so what? So you're treated indifferently is that it?

(2) On the website, the response from a "[Name Removed]" indicated that, well you should have logged back into the website and gone to the dashboard after purchase with in upto 30 minutes to cancel the purchase.

As [er #1, I am not a member. So rather pointless in logging back into the website. And #2, within 30 minutes of purchase? Considering I emailed Dendy's support line and only after what? 20 hours or so I receive a written emailed response.

Ideally, I don't want a refund. I just want the date changed that's it! How hard is it really to change a simple date and time on a movie ticket purchase?

Pros - convenience

Cons - confusing website to navigate - why does one need to be a member? - confusing customer service - better training needed for general staff, otherwise suggest to bypass them and speak or engage directly with management instead.

Summary I have not been Dendy's in quite some time even before COVID. And therefore, as I have alerted Dendy's staff that I will personally make an appearance tomororw at their Canberrra Plaza location.

I will provide further updates until then.

[2023-03-22] After visiting Dendys, my predicament has been resolved with some out of the box thinking. As the online system in my view needs an overhaul. In any case, I've been asked to call back next Wedneday 29th to change it over to the 1st.

So in summary, my review has increased a star. If it works out next Wednesday, I'll add another star on top again.

Has Gone Downhill – This used to be the best cinema in town. Now even though you’ve pre-purchased your tickets they make you line up in the same queue as the ticket buyers before you can buy things from the candy bar. Buying online, it is surely clear to all, saves them time and effort but when I tried to explain that clearer signage is needed, the manager was uninterested and in fact rude.