We booked to watch a movie through the Hoyts app on Tuesday, 1st May 2018 evening. The app advertised it as recliner seats. We got there to find that they were just normal seats. My husband got of the cinema to check with one of the employees. He was told to check at the main desk as we should get a refund to get compensated as it was their fault for falsely advertising.

We then went to the front desk. The young lady said that all she can do is to book us to the next movie session or give us a refund but not watch the movie. We weren’t happy with that as it was their fault for falsely advertising it — we would have gone to Mr Druitt cinemas had we known they were not recliner seats. She said that it was“not her fault.” Of course it’s her fault as she represents the company! She may not have physically done the app, but she is still the front person dealing with the customers. It was not a blame game here but it’s just a bad excuse to use. She should just apologise in behalf of the company she works for.

To be fair, she was nice and professional enough so she said she’ll get her manager. The manager came out (female, maybe in her late 20s, not wearing uniform or badge, so we don’t know her name). We explained what happened to her and we were told all she can do is book us to the next session or give us a full refund, and not watch the movie. It was too late for the kids to wait for the next session. For something that’s falsely advertised, we think we should be compensated — even something small, but she offered us nothing. No apologies but pure judgement! She was so sarcastic the way she talked and refused to say her name. We’re not difficult people and we won’t waste our time and effort arguing with her had not we were told by one of them to ask for a refund. For someone who is a manager and works in customer service, she lacks professionalism and people skills.

I think people like this should not work in this industry. If she really cannot do anything about it, just apologise and not be sarcastic and pass judgment. At the end of the day, we are the customers and we weren’t given what was promised.