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MovieTickets.com, Inc.

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Reviews MovieTickets.com, Inc.

MovieTickets.com, Inc. Reviews (2)

The site doesn't work and they don't answer their customer service lineComplete waste of money because I will never be able to see a movie using this card

I had seen discounted MovieTickets.com gift cards at Costco for years, but incorrectly assumed they were only accepted at major chains since that is all that are listed on the display. Despite this, on a whim I went to their website and to my surprise they were accepted at all my local theaters, including extremely niche theaters like Studio Movie Grill (SMG) And Flix Brewhouse - pretty impressive, although poor marketing on their part to not list either all or regional movie theaters in in-store marketing. They would sell a lot more gift cards if they did. However, since discovering this, I've been using these regularly. The benefit is I can purchase reserved seats at Flix and SMG in advance at a discount. I'm also impressed that their system integrates seamlessly with SMG and Flix seat selection systems despite being really small theater chains. That said, despite enjoying the flexibility of being able to get discount tickets at any local theater, there are several usability issues with redeeming gift cards (in general) and picking up tickets (at SMG specifically) First, you have to check that you are using a promo code or gift card when you start checkout before the Seat Selection and Payment screens. This is unintuitive since the checkout clearly says Payment is the third step, yet if you select your seats, then go to payment and realize you can't enter a gift card there, you have to start over, which is not only unintuitive, but time consuming, and worse - your held seats remain held so you can't select the same seats. The flow is just really unintuitive and cumbersome. Promo codes and gift cards should be entered on the payment screen and shouldn't' require starting over to enter. Since I'm usually going online to reserve seats a few hours in advance, and there are only a few good seats left that are all together, this is extremely frustrating and time consuming, and you run the very real possibility of losing the seats altogether. The other issue is despite obviously having tight integration with SMG and Flix to be able to select seats, the ticket pickup at SMG is problematic. You don't just get a confirmation number like their standard online orders which you can print off your ticket using the self-service kiosk. You have to stand in line (which is always long), and they are completely confused about how to print off movieticket.com tickets since they requires a virtual "credit card" MovieTickets.com provides. You basically have to know this face, and explain it to them every time. They will try and pull it up by your name or credit card otherwise. The integration with SMG could be a lot more seamless if you just generated a confirmation # I can use myself at the self-service kiosk. Lastly, and the only reason for my negative review - the last time I ordered I erroneously selected the incorrect tickets information which I didn't realize until the confirmation screen. What's the point of having a confirmation screen if the purchase is already final and there is no way to immediately cancel it? You should have a link on that page to allow you to immediately cancel if you make an error. I called within seconds as was told no refunds (bad customer experience = bad NPS = less likely to use your service and recommend it to others). I asked to talk to a manager and was transferred then disconnected (seriously, this is how you treat customers?). Then I emailed at go the same response - no refunds, just go to the theater and try and exchange it there if you select the wrong date/time or ticket type. SMG and Flix required advanced tickets with reserved seats, so you can't show up for a show without assigned seats. That would mean I would have to drive out of my way before the show to exchange the tickets in person. That is just insane policy for any company with ".com" in their name. It feels like 20 years ago when online shopping first came out and only Amazon had the ability to change or cancel orders online. However, here we are 20 years later and even while you are still on the confirmation screen and realize your mistake you can't do anything about it. This is simply unacceptable. Saving 20-25% isn't worth it if I'm going to lose $35 on an order (since Ill have to replace the order to reserve new tickets) just because I clicked the wrong button. I won't be recommending this service to friends because of this policy and bad user experience.

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