Cinema industry A dying market

Worst service me and my husband ever experienced. Company took the payment off our card but their website said there was an issue and then we called customer service to rectify they gave us a reference number for our booking. Then went to the cinema and apparently no booking was found?? Never again. All that time spent driving to and from the cinema for nothing. Why do we call in to complain if we are told to then email the same complaint? That just talks to a company being disconnected to their customer base.