Picturehouse Cinemas Reviews 

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!

I tried to look for an alternative cinema to watch a film. My local is in Clapham but their booking site made me feel unsafe and deceived by them. I went through the process of having to create a membership in order to book tickets. However they also provide paid memberships which is not what I was looking for. I was looking to book some tickets and obviously this involves creating an online account for advance tickets. However it seems that they have tried to hook me into a membership and the language on their site is very vague and unclear about what I have signed up to when I was only trying to buy tickets. In light of the quite vague and opaque process - the alarm bells started ringing about this organisation and the email I got back from them after creating an account started referencing that I had a membership. It was unclear exactly what they meant and how it all works. Additionally the process of membership involves email preferences for communication and I deliberately set these to not receive regular emails or marketing but when I signed in I could see that they have defaulted the preferences to receive what I consider to be spam emails. For these reasons I have now been inconvenienced and distressed to craft an email in order to get them to cease and cancel any account they have made for me and cancel any membership - they allow only 15 days for this and I am concerned that since clause 4 asks for a membership number which they haven't provided and clause 5 allows 15 days to cancel and clause 5.2 is potentially vague in that they will try to frustrate the cancellation process by making you request a cancellation template form.

Very unhappy with the experience and the poor language and clarity of their site has deeply unsettled me. The experience has made me feel that you just can't trust any of these Indies these days as they seem quite unscrupulous in the way they have in my impression and experience sought to deceive me.

I like Picturehouses and visit the Brighton ones, they are good cinemas with a slightly better range of films than the commercial chains here. I do wish though that the website had not been changed. Now impossible to use and book and l have given up trying - please put the old website back or create a website that actually works!

Recently renewed my Picturehouse Plus card - £78 for 8 “free” tickets. For the second time they ran out of 2 free whiskeys blaming the supplier and then yesterday tried to charge £31 for 2 tickets to see Matthew Bourne’s Romeo & Juliet saying that the “free” tickets couldn’t be used for special screenings but assuring me that our membership got us a discount of £5 on the ticket price. In fact the normal price for retired folk for this screening in other venues is £15!

Needless to say I won’t be renewing my membership!!

Picturehouse Central Screen 1 is one of the few decent size, good quality screens left in the West End of London. I was never a fan of the previous, run-down Trocadero cinema but Picturehouse did a good job of renovating this place. It's probably the closest thing to the old screen 1 of Empire Leicester Square.

The seats are good, it's spacious, the sound is excellent (Dolby ATMOS) and perhaps most importantly it attracts a civilised audience so you're unlikely to have to endure chatting and the light from constant smartphone fiddling.

The other screens are smaller, most are ok, Screen 5 does have some minor sound insulation issues but I didn't notice that after the film started.

The bar/restaurant on first floor is good. I think it's restricted to ticket holders/members in the evening. The ground floor cafe also has food, attractive cakes and is open to the public.

Have been a fan and member of PH for years and years. This new website is a disaster. User Unfriendly from start to finish. Why on earth did they change it. Such a frustrating experience trying to use it to book tickets, look at film options or, as I've just done, trying to purchase membership as Christmas gifts. Gave up in the end.

Yes it's pricy but all UK cinema is pricey, and what you get in return is a cinema where people don't text or munch through the movie, and best of all, your staff are excellent. I've been to a few picture houses so my praise can be general, but if especially like to give a shout out for the excellent managed picturehouse Central cafe, where are staff are quick, friendly and on the ball. Brilliant team. Well done

This is regarding the Ritzy cinema, Brixton.I went in an hour early to buy my ticket and had a conversation with the man at the box office about whether i would have time to eat nearby before the start of the film. I made it back to the cinema just in time, only to discover that my seat was occupied. The couple in my place showed me their ticket and indeed they were in the right seats. I had no choice but to sit in a much worse location. After the film finished and during discussions with the box office worker and a manager i discovered i had been sold a ticket for the following day’s performance. There was no excuse for this as i made it clear i was purchasing a ticket for that day’s performance. The manager was unsympathetic and told me that a refund was out of the question and that i should have come out and complained at the beginning of the film. Obviously this would not have been practical as i would have missed the beginning of the film. Poor customer service.

My son and I go to the York cinema known as City Screen as often as we can they gave me a carer card so I go free Mondays are cheaper and before 5pm I think,they do membership don't know exact details but has benefits,staff are always nice & helpful it has a lift which is great having mobility issues both of us,they do autistic screenings,music nights and have a café so handy if you fancy something before or after the film ,its clean,has recycling bins on your way out of the cinema clearly posted why goes in each one we always use them and so do others which is great😀,toilets are clean have hand wash & hand cream at the sinks,snacks are pricey but all cinemas are for snacks and it can be quite pricey a ticket especially 3DI paid £10.90 last time good for us as have carer exemption,pretty quiet when we go in late afternoon,not over busy this is lovely, the website is clear & helpful too ,we saw Captain Marvel there end of march we can't always do the times of showings due to buses etc also don't show every film we want to see but overall our first choice still prefer smaller screens with smaller capacity.

As a member tried to book tickets on line but unfortunately this proved impossible as i kept receiving a response - unable to do at this time, try later. Phoned the membership helpline and this just rung.
Emailed member support and Suzana was fantastically helpful and attentive. Seems to be teething problems with the new cinema in Bromley. Issues eventually resolved.