Numetro - Broken VIP Seat Cavendish

Hi there,

I am writing to formally express my extreme dissatisfaction and disappointment with the service I have received from Nu Metro Cavendish.

I attended the 10:45am Spider-Man screening today in Cinema 3 VIP and had booked seats I1 and I2. Unfortunately, seat I2 was broken. I reported this to a member of staff before the movie started and was assured that someone would come and attend to the issue.

Nobody came.

As a result, I was forced to watch the entire movie in a broken seat, despite having paid a premium price for the VIP experience. This is simply unacceptable. If a seat is not functioning properly, it should either be repaired before customers are seated or the customer should be offered an appropriate alternative. Being told that someone would attend to it and then receiving absolutely no assistance is particularly disappointing.

What makes this even worse is that this is now my second very poor experience at the Cavendish branch.

I also contacted Nu Metro Cavendish by email on Monday regarding my previous experience. I received a response asking me to provide my phone number, which I did on Monday. Since then, I have heard absolutely nothing — not even an acknowledgement or apology.

I find this level of service and follow-up appalling, particularly from a cinema that charges a premium for its VIP offering. The lack of urgency and basic customer care gives me very little confidence that customer complaints are being taken seriously.

At this point, I am genuinely questioning why I should continue supporting Nu Metro when my recent experiences have been so consistently disappointing. I cannot see myself returning to Nu Metro Cavendish in the future unless there is a meaningful response and explanation for how this was handled.

I would appreciate a formal response addressing:

Why a broken VIP seat was allocated to a customer in the first place. Why, after reporting the issue before the movie started, nobody came to assist me. Why my previous complaint has effectively been ignored after I provided the requested contact details. What Nu Metro intends to do to address this experience and prevent it from happening again.

I look forward to receiving a response that goes beyond a generic apology and actually addresses the issues raised above.

Regards, Unhappy Movie *****