Fandango

Bait and switch from one theater to another. One state to another. One time zone to another. Poor customer support from India.

I secured 4 tickets with a promo code from a Black Friday Kohls special. My family wanted to see Star Wars on opening night… thinking it was the 17th of Dec I secured our 4 tickets with the code. Realizing afterwards that true opening was the 18th and there were conflicts on the 17th I went to my confirmation email sent by Fandango. It said"can't make the show- we know plans change" you are then instructed to enter in your confirmation code, which I did and it said I needed to talk to an agent via their chat. It said average wait time was 15 minutes, I was 15 in queue I ended up waiting over a hour, the queue would move up and down. In the meantime, I looked up their FAQ section, nothing in there about exchanging tickets off of a promotional code… it was not until I waited over one hour, that within the first 5 seconds of them looking up my info, they said no! Joe the customer service person said it clearly states at the bottom of each page their policy… I said it doesn't, I have it up. It didn't matter that I explained that I followed the online instructions and waited to talk to agent, it didn't matter that the email didn't state all purchases with a code you cannot exchange, none of this mattered, I was semi thinking that he could tell how long I waited to talk to an agent and he would have felt bad. Nope, he just said, it states at bottom of each page, non exchangeable. He made me feel like an idiot. I was searching their FAQ's, I followed the instructions and got me no where. He said the corporate office does not take phone calls, I could not call them with my story. UNREAL! I will never use their service, not even for free tickets! What company does not want to hear from the customers that there are issues with their process?

I got a coupon for a free movie ticket from IHOP (Spent $30 at IHOP and submitted my reciept as per IHOPs rules for the coupon). Unfortunately the time I used the ticket (plus 3.10 of my own money to upgrade it to a 3D ticket) conflicted with a family member's schedule, so I wouldn't be able to make it as I am unable to drive. I tried to contact fandango customer service the day before the movie ticket was scheduled for (as per Fandango's refund/exhange rules) and was told by the customer service rep to wait on a call back to see whether or not they'd be able to change my ticket time. While waiting on the call back, I missed the movie entirely. After calling in to customer service multiple times, being taken in verbal circles and treated VERY rudely and hung up on by a second rep, I was told by the second and even a THIRD rep that there was no way to refund or exchange the ticket since it was purchased with a coupon, even though I only missed the movie because of the first rep never getting back to me or leaving a note in their system to do so. They even tried to shift the blame onto me by asking why I didn't call them again before the movie time had passed, even though I was waiting on THEM to call ME. I even had to go through my bank to get the extra 3.10 I spent back, since they were refusing to refund anything!

TLDR: Be careful with deal coupons from external companies, as Fandango will not accept responsibility for them, and do nothing but push the blame off on you! Had to go through my bank to get the extra money spent back.

Was given a gift card from my wife's employer Baptist Health Link, tried to use the card on June 13 2022 and it did not work, called customer service and was on hold for 1 hour and 20 minutes, spoke with Evangelina from Fandango customer service and she said it was deactivated by Fandango due to not being used in a certain time frame, notified her it was due to a pandemic for the last 2 years that's why it was not used, she did a case number and never heard back since, called back on June 20 2022 and was on hold for 51 minutes before I was disconnected with no answer, called back and had them call me, an option that is available so I am not waiting around, they called me back 44 minutes later and spoke to a rep, he said he needed to transfer me to another department, I was on hold for exactly 4 hours and then I was disconnected, i was spending the day with my youngest daughter making a joke to how long it would take for them to answer and couldn't believe how long and then being hung up on, I even took screenshots of the times on hold, reached on on Facebook Fandango page and they responded that it takes about 7-8 days to get a new card issued, well today is July 7 2022 24 days later and still no response, my opinion go directly through the movie theatre, Baptist Health Link is now considering not using Fandango any longer due to numerous employees problems with cards they were given.

Fraudulent company and terrible customer service, changing location when purchase was submitted. Buyer BEWARE

I decided to accept a view of Star Wars for $4 on Roku. What a mistake it was! The registration service failed again and again to recognize my password. Then I asked for the usual email. First I got no answer. Then I took the problem to my iPhone. They sent me a email telling me that it had been more than 24 hours and I could not change my password! This was followed by two more emails. Then I could reenter my old password and it accepted as if it were new. Then I went to my Roku to watch the movie, only to get a window telling me that I was already viewing n another device, which I was not! Trying to talk to them is in vain. I have spent days trying to get my $4 and there is no way. They have absolutely no service and their computer programming is undependable. My advice: stay away from Fandango-Roku. No service of any kind whatsoever.
Two days later: I continued my efforts. I found an alleged customer service telephon. I called and a voice told me that there would be a 15 min waiting time. So I turned up my loudspeaker and waited reading. After some 20 minutes another voice came online and informed me that there were no customer representatives available but I could leave my name and lots of information and they would call me back. They never did, but THEY finally REFUNDED my $4! I personally find it unacceptable that a company which requests CC numbers as a precondition for service does not have a customer service of any kind to deal with errors and misunderstandings whatsoever and I will write to Congress and Consumers Reports. Fandango is a fully owned subsidiary of NBC and I do not understand that such a major company in the public eye tolerates this situation. Maybe it is because Fandango is making lots of money.

Didn't get a refund even though I called before. Chose wrong and called immediately and won't refunf