Hayden Orpheum Picture Palace

Disappointing customer service and inflexible policies. We accidentally purchased an extra movie ticket online and requested a refund at the time, which was refused. Instead, the cinema issued a complimentary voucher with a short six‑month expiry. When we later tried to use it, the voucher was not honoured because it had expired - even though we… Read more

offered to pay any price difference. Customer service declined to replace or extend it, stating the voucher had “no value” and was not covered by consumer protection laws. Overall, the experience felt unfair and inflexible, especially given the original refusal to refund a cash purchase.

I would just like to report that when I went to a movie ,The Thread on 17th September the ads had just started and it was pitch dark in Cinema 2. The tiny lights below the steps were entirely misleading. Although I proceeded with extreme care I missed a step, fell, sprained and ankle and cut my knee along with straining my back. They are all… Read more

things I will recover from as no bones were broken but as an elderly person it is a shock to the system. There needs to be a better focus overall on safety at the Orpheum. Many of the patrons are elderly people and negotiating stairs is challenging for many let alone trying to do so in pitch darkness.

0 Stars not recommended – 0/10 0 Stars. Had a very bad customer service experience with Campbell Taylor the duty manager. He is very rude in his emails communications with me. They have a very strict no refund or swap ticket for another session policy. I am not alone here so many 1 star reviews for the Orpheum. I brought a ticket today wanted to swap for another movies as… Read more

made a mistake. Campbell Taylor was very rude no empathy just a big plain no to all my questions. We can't swap the ticket. Plus they will never give a refund ever they are clearly breaking consumer law by having a strict no refunds at all policy. Campbell Taylor 0 Stars 0/100 very bad customer service from him. Highly not recommended bad service.

Complaint about voucher for cinema experience – We are writing to express our indignation regarding our recent experience attempting to use a voucher purchased through Groupon to watch a movie at the cinema. On 05/04/2024 at 8:00pm my husband and I traveled to the cinema as agreed, excited to enjoy a leisure moment together. However, upon arrival at the cinema, we were informed by the staff… Read more

that their system was down due to adverse weather conditions, rendering the use of the voucher we purchased impossible. We were extremely frustrated to learn that we could not use the benefit for which we had already paid.

Furthermore, the situation caused us great inconvenience. We wasted time and energy preparing to leave home, faced the rain and only to encounter an unpleasant situation at the cinema. Additionally, the staff informed us that the only way to watch the movie was to purchase two more tickets at full price.

As a consumer, I expected quality service and transparency from the partner establishment.

We would like to request a solution to this problem, either through a refund of the amount paid for the voucher or an alternative to compensate for this negative experience. Thank you for your attention, and I look forward to a prompt response.

Sincerely, Fernanda & Luiz