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Reply from Empire Cinemas

This is what I got back in response to my complaint about the Avatar 3D showing I attended on Saturday.


Dear James,

Thank-you for your email regarding your visit to the Empire High Wycombe, which has been passed to me as General Manager of the site. I was very disappointed to hear of the experience you had.

Saturday evening, as I am sure you are aware was extremely busy, with Avatar, in fact, more popular on Saturday than any previous day since it’s opening in December. It was very clear from your comments that the number of staff working was not sufficient for this level of business, and this was further impacted by sickness.

Clearly this does not excuse the poor service on offer. I can state that everyone working at that time was doing their best to try to get everyone into the screen as quickly as possible, however, I take on board your comments that more effective communication would certainly have aided us.

I am not sure if you are a regular visitor to the cinema, but if you are, I hope you will agree that the issues you experienced on Saturday evening are not commonplace at the cinema.

If you would kindly reply to this email with details of your postal address, I would be happy to send you out some guest tickets so that you may visit the cinema again. I am confident that your next visit will be a much more enjoyable one, but would welcome any further comments you may have.


Yours sincerely



Paul Damms

General Manager
Posted by James Valentine in General Comment: (1) Trackbacks: (0)
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MIRRORBALLS said,

Thursday, February 18. 2010 at 13:35 (Link) (Reply)

This is clearly taken from template customer response letter 3a. He makes no attempt to address your specific questions, especially the entirely valid one about credit card booking charges.

We hope you were not bought-off by the insulting offer of "guest tickets" to make you go away quietly.


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