I recently booked (10th June) 5 tickets for a weekend Imax Jurassic Park session. Due to a technical difficulty they were booked for the wrong day (or possibly an error on my behalf, but I am quite sure I correctly put in my intended day). I instantly called up to sort it out at approximately 7.30pm, with no one answering the phones. I called again, and again, and again until about 11pm. I gave up and called back the next morning, also to no avail. I emailed Imax with my dilemma and eventually got a response, I believe the girls' name was Edith. She did try to facilitate a change of seats however due to the delay, all the decent seats were now booked. I emailed back demanding a refund, admittedly quite frustrated by the experience (and dreading the disappointment upon telling the other 4 people). I received an email back from your operations manager, I believe his name was Jeremy Gee, telling me to call him to arrange a refund. Upon calling him, I had the singlemost worst experience with a customer service representative I have had in my entire life.
When I phoned him, I was calmed down at that point about the loss of being able to see the film (these things happened) but the subsequent telephone call with him was absolutely mortifying and just no way to speak to a customer. As soon as I said who I was, his voice instantly changed to this immature, whinging, child-like groan of a voice. He then proceeded to tell me it was impossible that I called the night before because he was answering the phones at the candy bar, of which I asked him if he was calling me a liar (he didn't answer). I repeatedly said that I do not want to argue and that no one answered my call, of which he responded in a childish, mimicking way of saying "are you calling ME a liar?". I remained calm throughout the entirety of the conversation, somewhat in disbelief of how this person was continuing to hound me and say how the he had done "absolutely nothing wrong", of which I then just asked for my refund so I wouldn't have to speak another word to him again. After this, I politely asked if he could give me a number or an email of which I could use to put in a complaint of which he arrogantly responded "well, I'm the operations manager so it doesn't go any higher than this, mate". It was that type of condescending, belittling comment of which I suffered throughout the whole conversation and it is absolutely unacceptable from a customer service perspective.
Upon this experience it is very unlikely that I will go back due to the actions of this immature, righteous, accusatory 'man' (Jeremy). read more