Picturehouse Reviews

DO NOT become a member of the Picture House group - however good a deal it appears to be. I joined with their Black Friday Deal and went to use it for the first time last weekend. They had no record of the number I had on my membership card existing. I was given an email address by the cashier. I emailed immediately. No reply. I emailed 3 days later. No reply. I called customer services and spoke to someone I simply wanted a refund - having not used my membership since purchase and having proof of payment. The email address I was given by the cashier at the cinema was incorrect so I was then provided with the correct one. They are unable to clarify anything and unable to confirm I can have a refund nor if I am a member. Its a cute cinema but its worse than the large multinationals - do not think you are supporting anything by annual membership except another ripoff organisation.

The picture house in Crouch End is lovely but when me and my dad went last week to the one in central to celebrate his birthday we didn’t have the best experience - the popcorn was cold, dry (and overpriced) when we asked politely if we could have fresh popcorn we were told the wait was 15 minutes but anyway it’s only popcorn, but the film had subtitles (an English film, filmed in England, and not stated it would be a subtitled film according to my ticket) the lights didn’t come on at the end (someone actually fell over lol) and the chairs were broken and when we mentioned all this to the manager we just got a very flat reply of ‘oh I’m sorry about your experience’ we didn’t want to complain, we were in a celebratory mood! And we didn’t ask for a refund or anything like that but when you’re choosing to visit somewhere and spend £50 on 2 tickets & 2 large popcorns you’d expect better service (it wasn’t busy) I’d recommend Crouch End but definitely not central!

First time at Bromley PH (29-Jan 2022) and pleasantly surprised with the interior, especially the eating/drinking area. Toilets are clean and not too far from each screen. Let down by the counter/kitchen service. Classic Hotdog was not as described on the menu (no onions), Mulled Wine advertised everywhere but was not available. Tried to purchase 2 drinks at 8:58pm and was told that both bar and front counters were now closed (despite films running until much later). Volume of front speakers in Screen 3 was also set too low.

Misinformed staffed and arrogant management. Was told by the teller staff that we can sit anywhere in the cinema as no seats will be assigned. When I asked if I could choose seats anyway then the response was that “the system does not allow it”. When we were in the cinema we were assigned seats right at the front (which is not my preference), we sat anywhere as directed but then forced to move thrice because of people’s online bookings where they chose their seats. Other guests were experiencing the same issue and so I went to speak the the manager where he had no idea as to what I was talking about and also spoke to me in a very condescending manner. Unfortunately we were left with seats that we were not happy with and no solution. A night that we thought would be nice and relaxing turned into a stressful and uncomfortable situation. I do not recommend this cinema.

Terrible, purchased voucher code from blue light discount site and was then told they cannot be used on the film we wanted nor could be pay the difference between the voucher and the film.

On complain was just referred to terms and conditions or told to get a refund from blue light.

I guess they don’t care about emergency workers.

Booked cinema to watch Lightyear for me and my Mr. as we've had a stressful time recently and wanted a laugh. I was notified that I had come into contact with someone who had covid, so needed to self test. Was negative, but I had been feeling ill anyway and had symptoms so tried to cancel for a refund. As it was an hour and a half before screening I was told I could not refund. Obviously I still want to watch the film, so I enquired if we could rebook via email. They refused to either refund or rebook, when I'm clearly unwell. Picturehouse do not care about their customers and come across like money-grabbers. This is the first and last time you get a penny of my money and I will encourage others to stay clear also.

For personal reasons, I tried to return tickets, the website states that I can return within two hours before the start of the event, in fact it is possible to return only 48 hours before the start.

I am being spammed by Picturehouse. I have tried to unsubscribe on several occasions but without success. I go through the process but it always comes back incorrectly claiming I have multiple accounts under a single email address which, of course, is not possible under a well written web site.
They are driving me bananas.

I'd give the front of house staff 4-5 stars, but membership and tickets are expensive compared to other cinemas locally, also their customer services run limited hours or simply don't answer the phone. I've been a member for quite a few years, but probably won't renew next year. Their prices are getting a little ahead of themselves for outside London.

What a pleasant change to watch a film where half the audience didnt think they were in a restauranium. No 2 foot long hot dogs, no 2 kilo popcorn and no 2 litres of Pepsi
Just a film to watch without the munching and slurping.
Excellent I'll be back

A lovely little cinema very friendly staff a nice clean refurbishment very decently priced very very clean superb a little gem of a place we must keep in Cannock
Well done to all the staff visited tonight wonderful evening
Will definitely visit again ??

Fulham road renovation was a ‘cut and paste’ job of fake Art Deco brass decoration.
A new layout of food area... same cafe and ‘private members’ areas... dingy and as before.
Bathrooms no different.
Seats different but I had to put my feet on seat in front to keep my recline.
ALL FOR DOUBLE THE PRICE TICKETS!!!
It was better before when nothing different and tickets were £9

I don’t normally write reviews but I was gobsmacked at this joke of a renovation.

Had two different issues and both times nobody answered my emails nor replied on twitter. It's like they are straight up ignoring their customers. Cinemas are nice, but customer service needs a major improvement.

Had an awful experience in the Ritzy. Staff were rude, unhelpful and dismissive despite having severely fallen short on their standards of service. Told to contact customer service who haven't even sent a confirmation they have received my complaint despite it being over a week. Reached out on twitter and also had no response. Poor service and won't be using picture house again despite previously being a member.

Non existent telephone customer service. No one answers the phone. The ladies (The only people I’ve dealt with below the assistant manager) are rude and the customer service assistant manager (male with initial S) is useless! He doesn’t care about long standing members at all! Not one bit! The customer service here really does ruin the picturehouse experience. I’ve been a member for six years and I think I won’t renew because the customer service has been horrendous over the past year!