Showcase Cinema de Lux
Showcase Cinema de Lux
Showcase Cinema de Lux
4
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Most Recent: Reviews ordered by most recent publish date in descending order.
Detailed Reviews: Reviews ordered by recency and descriptiveness of user-identified themes such as wait time, length of visit, general tips, and location information.
Popular mentions
4.0
279 reviews
Excellent
164
Very good
61
Average
21
Poor
5
Terrible
28
Chan M
Portsmouth, UK3 contributions
Nov 2022 • Family
Event Date : 30/11/2022
Booking number: contact me for more info
Film name: Table for Six
Cinema location: Southampton West Quay
Dear showcase customer services,
Hope you are well. Im very disappointed with today service at showcase , us as a family were very excited to watch a Cantonese speaking film in the UK. It is suppose to be a special experience for us and should be one of the greatest night. However instead of enjoying our time tonight , we wasted an hour of our time sat in the cinema but not able to watch even one second of the film due to the technical issue your cinema had.
We hired baby sitter tonight which cost ÂŁ40 to look after our kids, it suppose to be one of the most relaxing night since being a parents. Your staff was keeping us informed , which is great. She gave us 5 false hopes , she should have taken an executive decision to stop this film going forward after 15 mins delay
However the way how she resolved it at the end was very poorly. We were offered a voucher to watch any 2D films so called : emergency tickets. And we cannot even watch any new releases film after two weeks been released and have to book via phone not online . Very user unfriendly system!
We requested a full refund, and she said it was not possible. It is completely unacceptable, I didn’t not even have a chance to enjoy the product you offered and you basically took my money and gave me a voucher instead, what if I do not want to come back to showcase ever again ? She basically said “tough luck” , either you take this voucher or leave it. This is exactly what she said , I was in shock how we were treated
You kept our money and wasted an hour of my time waiting and we were treated badly from her reaction.
I mean the voucher should be a compensation on top of my refund as a bear minimum , cannot use this to replace my money.
Meanwhile there was no manager on-site to deal with this issue, and we end up had to take the voucher with no other options . I did mention to your staff , I am not accepting this outcome by accepting this voucher, I would escalate this
This type of customer service is totally unacceptable, and I will consider to report this to trading standard, if I do not hear a positive solution from showcase
Like I said this film is very special for us , and your cinema did not even put an effort into this to try and organise another show time for us and prioritise us .
Regards
Booking number: contact me for more info
Film name: Table for Six
Cinema location: Southampton West Quay
Dear showcase customer services,
Hope you are well. Im very disappointed with today service at showcase , us as a family were very excited to watch a Cantonese speaking film in the UK. It is suppose to be a special experience for us and should be one of the greatest night. However instead of enjoying our time tonight , we wasted an hour of our time sat in the cinema but not able to watch even one second of the film due to the technical issue your cinema had.
We hired baby sitter tonight which cost ÂŁ40 to look after our kids, it suppose to be one of the most relaxing night since being a parents. Your staff was keeping us informed , which is great. She gave us 5 false hopes , she should have taken an executive decision to stop this film going forward after 15 mins delay
However the way how she resolved it at the end was very poorly. We were offered a voucher to watch any 2D films so called : emergency tickets. And we cannot even watch any new releases film after two weeks been released and have to book via phone not online . Very user unfriendly system!
We requested a full refund, and she said it was not possible. It is completely unacceptable, I didn’t not even have a chance to enjoy the product you offered and you basically took my money and gave me a voucher instead, what if I do not want to come back to showcase ever again ? She basically said “tough luck” , either you take this voucher or leave it. This is exactly what she said , I was in shock how we were treated
You kept our money and wasted an hour of my time waiting and we were treated badly from her reaction.
I mean the voucher should be a compensation on top of my refund as a bear minimum , cannot use this to replace my money.
Meanwhile there was no manager on-site to deal with this issue, and we end up had to take the voucher with no other options . I did mention to your staff , I am not accepting this outcome by accepting this voucher, I would escalate this
This type of customer service is totally unacceptable, and I will consider to report this to trading standard, if I do not hear a positive solution from showcase
Like I said this film is very special for us , and your cinema did not even put an effort into this to try and organise another show time for us and prioritise us .
Regards
Written November 30, 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mum of three
Southampton, UK29 contributions
Jul 2021 • Family
I would never return to this cinema. There was an issue with our tickets, so my daughter went to sort it, they kept her waiting for 20minutes, then we wen to se what was happening and they continued to talk about the mistake without any resolution. We were missing the film that we had paid the premium price for. The staff were extremely rude including the manager (Strateas) who was very childish and condescending when I stated that I would be making a complaint, his reply was “oh you do that”, including other childish unhelpful comments. The other member of staff that had originally kept my daughter waiting 20 minutes, her name was (Wezi), was completely rude and incompetent. She then proceeded to tell me I was being abusive, as I was asking her to look on the system to see if there were any free spaces. When she then said to the manager (Strateas) that I was being abusive, I asked her several times what part of my behaviour was abusive, she could not answer and continued to say the same thing for a further 4 minutes, all the whole my family if 5 including my 10 year old daughter were all waiting and missing the film. Eventually after 40 minutes of listening to their incompetence they gave us a seat in row C which is right at the front of the cinema, even though we paid for the premium seats. I believe they did this as I stated I would be making a complaint. The worse customer service I have ever received. It ruined my whole families evening. We were so looking forward to the evening as we have experienced a great deal of loss in the past 16 months, as a lot of people have. Think twice before going to this establishment, especially if there is a problem
Written July 9, 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
jdmrUk
uk234 contributions
Jun 2022 • Couples
We purchased tickets online. Payment was taken from our credit card. Then the website told us that there was a problem and didn’t issue tickets (despite payment being taken).
We walked to the cinema to try and sort out the problem, but none of the tills were working, and to be honest, the staff were not very helpful, and just told us to wait (over 45 minutes), and then suggested that we buy new tickets (at over ÂŁ40) and try to get a refund for the old ones. We were not the only disgruntled customers who were waiting at the box office to see if we could actually watch the film that we had paid to see. We gave up and left the cinema, along with lots of other customers.
We walked to the cinema to try and sort out the problem, but none of the tills were working, and to be honest, the staff were not very helpful, and just told us to wait (over 45 minutes), and then suggested that we buy new tickets (at over ÂŁ40) and try to get a refund for the old ones. We were not the only disgruntled customers who were waiting at the box office to see if we could actually watch the film that we had paid to see. We gave up and left the cinema, along with lots of other customers.
Written June 2, 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Zoe
2 contributions
Jan 2022 • Friends
I was not happy with showcase southampton customer service . I wanted the gallery tickets to watch scream with my friend , I was in the process of booking this online which would had cost me £26 exact . Then when I came off the seats I wanted had been reserved as I needed to look for my bank card to pay for the tickets so I ended up phoning them and had to pay £40 exact for the xplus screening which I did not want yet I’ve been going through emails after emails and they’ve just contacted me via phone to say they can’t do anything now I did love showcase and never had a problem until now I would advise everyone to be careful of what you want and how much they charge as I have been ripped off extremely unhappy
Written February 2, 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
clemothesaint
1 contribution
Aug 2023 • Family
Main issue is that this cinema experience used to be fantastic but sadly it has nosed dived into the pits of nostalgia.
Where once a Gallery ticket included either a sweet or savoury bento box you now get a pathetic buffet choice of sad looking pita bread, vegetable crisps, brownies or a handful of disgusting salty nuts or if your really lucky the occasional "not quality street" chocolates. We then move onto the seating, where once there were smart leather electric adjustable seats we now have squeaky, sticky, drink stained, worn torn seats. But the saving grace was at least by paying for the gallery tickets we had access to our own bar area so no waiting in line for our large diet cokes...oh wait, they had run out of diet coke and we had to wait for the barman to run down stairs to brings us up some flat diet coke at the wonderfully cheap price of ÂŁ3.80 a pint!
Shame that the film industry is on its knees with the influx of avaliable movies to stream at home and the lack of funds going back into the industry via cinema go-ers. No wonder with the poor state of this place. Won't ever be returning.
Least the film was good, cant wait to watch the next big release...from my couch !
Where once a Gallery ticket included either a sweet or savoury bento box you now get a pathetic buffet choice of sad looking pita bread, vegetable crisps, brownies or a handful of disgusting salty nuts or if your really lucky the occasional "not quality street" chocolates. We then move onto the seating, where once there were smart leather electric adjustable seats we now have squeaky, sticky, drink stained, worn torn seats. But the saving grace was at least by paying for the gallery tickets we had access to our own bar area so no waiting in line for our large diet cokes...oh wait, they had run out of diet coke and we had to wait for the barman to run down stairs to brings us up some flat diet coke at the wonderfully cheap price of ÂŁ3.80 a pint!
Shame that the film industry is on its knees with the influx of avaliable movies to stream at home and the lack of funds going back into the industry via cinema go-ers. No wonder with the poor state of this place. Won't ever be returning.
Least the film was good, cant wait to watch the next big release...from my couch !
Written August 3, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
F0ODJUNK1E
Basingstoke, UK221 contributions
Jun 2022 • Friends
I went to the cinema with my friend to watch a film, and overall the experience was very good. Most disappointing thing was at the cinema was so full we ended up seated very close to the front, but I guess this can’t be helped if it is a popular new release.
The staff were very friendly and helpful when we bought our tickets. The seating in the cinema was amazingly comfortable, so comfortable that during the film I nearly fell asleep.
In my opinion it was a little bit overpriced, but as part of a day out with friends I would not complain. I would definitely consider going back if there was a film that I really did want to watch, I am not really one for the cinema in any case.
As a negative, the food and drink from the refreshments stall was so expensive that I avoided this completely. I do not know why cinemas do this to their customers, after all having a big box of popcorn is part of the overall experience, sadly dismissed by myself on this occasion.
I can honestly say that this was my first visit to a showcase cinema and because of my experience I would definitely return at some point in the future.
The staff were very friendly and helpful when we bought our tickets. The seating in the cinema was amazingly comfortable, so comfortable that during the film I nearly fell asleep.
In my opinion it was a little bit overpriced, but as part of a day out with friends I would not complain. I would definitely consider going back if there was a film that I really did want to watch, I am not really one for the cinema in any case.
As a negative, the food and drink from the refreshments stall was so expensive that I avoided this completely. I do not know why cinemas do this to their customers, after all having a big box of popcorn is part of the overall experience, sadly dismissed by myself on this occasion.
I can honestly say that this was my first visit to a showcase cinema and because of my experience I would definitely return at some point in the future.
Written July 2, 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Beckie
17 contributions
Sep 2024 • Family
First time ever today after going to cinema regularly with my son watching all sorts of films at least once a month sometimes more, he was asked for ID and of course we never had any because what child has ID, when they shouldn't need it ?!
Apparently you now need to bring your child's birth certificate with you to prove to the age of your child when you go to the cinema. Parents can't vouch for the child and oh, you can't have a refund either !! No !! you get a ticket for another film that you can't even use unless your child has ID to watch it.
Absolutely pathetic way to treat a family.
Also to add previous visits we have had to sit on ripped, broken, dirty , sticky seats, one time there was a fly on the screen wandering around, another time the sound was so loud it made me dizzy but we let that slide because we enjoy watching films together.
So if you want to have to sit at a funny angle, stick to your seat, have crumbs adhered to your clothes from other peoples mouths, watch a fly going across the screen during a film and have to prove a child's age to absolute xxxxx who said they can use discretion but it depends who is working .... then come to showcase.
Finally to add my son is autistic and the whole thing has made him very upset and nervous about coming to the cinema again, also when you speak to a child, especially one with asd , have a little bit of patience and if I speak for him as his mother because he has processing delay then speak to me not continue to try ask him for ID he doesn't have and is confused to why he's being asked.
Apparently you now need to bring your child's birth certificate with you to prove to the age of your child when you go to the cinema. Parents can't vouch for the child and oh, you can't have a refund either !! No !! you get a ticket for another film that you can't even use unless your child has ID to watch it.
Absolutely pathetic way to treat a family.
Also to add previous visits we have had to sit on ripped, broken, dirty , sticky seats, one time there was a fly on the screen wandering around, another time the sound was so loud it made me dizzy but we let that slide because we enjoy watching films together.
So if you want to have to sit at a funny angle, stick to your seat, have crumbs adhered to your clothes from other peoples mouths, watch a fly going across the screen during a film and have to prove a child's age to absolute xxxxx who said they can use discretion but it depends who is working .... then come to showcase.
Finally to add my son is autistic and the whole thing has made him very upset and nervous about coming to the cinema again, also when you speak to a child, especially one with asd , have a little bit of patience and if I speak for him as his mother because he has processing delay then speak to me not continue to try ask him for ID he doesn't have and is confused to why he's being asked.
Written September 25, 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Worthing_girl
Worthing, UK90 contributions
Dec 2021 • Couples
We were visiting Southampton and had a few hours to kill, noticed the stunning building so decided to watch a film.
Was shocked when assistant said two tickets were ÂŁ23, however were the most comfortable seats.
Loved the novelty of them going back and legs lifted.
Coke was sadly flat and pointless missing film to go out and mention!
Would go again if closer
Was shocked when assistant said two tickets were ÂŁ23, however were the most comfortable seats.
Loved the novelty of them going back and legs lifted.
Coke was sadly flat and pointless missing film to go out and mention!
Would go again if closer
Written December 7, 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nicky R
1 contribution
Feb 2020 • Family
Turned away as did not have ID for 15 year old, 16 next week. Policy requires ID. ID not issued for under 16s so you need a passport or birth certificate to see a film. Apparently two responsible parents word is not enough! Ridiculous. What ever happened to people being allowed to use judgement in these type of jobs?
Written February 9, 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Marilyn M
1 contribution
Jun 2024 • Family
Screen 7 Row B Worst seats in any cinema I have ever visited. Had to crane neck to look up and at no time was the full screen able to be viewed. I was told the seats were close to the front but not that viewing would be at such an angle. It's disgraceful they are even sold as seats. My husband and I are elderly and left the cinema with sore backs and necks. Other viewers were also shocked at seats . Manager and assistant who sold the seats were unsympathetic, disinterested and nonchalant about their role. Are there no rules about seat angles in relation to screen in cinemas??
Written June 15, 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hey what is the difference gallery and x plus 3d, with general x plus 3d and why the general is 19.25 pounds and the gallery is 9.99 pounds
Written November 22, 2022
Sharon B
Liverpool, United Kingdom
Are all the seats the same in the showcase Liverpool
Written June 4, 2021
sharonbracken
Southampton, United Kingdom
I have booked and paid for 2 x tickets for Rocketman on Sat 22/6 @ 7.30pm (booking ref WTX7BC2) - I would like to ensure luxury recliner seats but no-where on website or booking line - please advise.
Written June 20, 2019
All seats ought to be luxury recliners!!
Written June 21, 2019
Hi
I need to cancel a booking I made yesterday for two tickets today at 10.50am The Grinch. Booking number WHHW127.
Fiona Andrew
Written December 13, 2018
Sorry for delay not knowing the answer never needed to cancel
Written December 17, 2018
Does anyone know why you can't use the main big staircase to get in? It's all closed off
Written November 10, 2018
My best guess is that at the moment it is closed off for repairs, so you get in the only options will be is to use the lift or to use side entrances. The staff located there will be more be more then willing to help guide you to alternative entrances. Hope that you enjoy whichever film that you want to watch over there.
Written November 18, 2018
Are all the seats in all screens recliners?
Written July 31, 2018
Not the ones listed as front
Written November 7, 2018
georgia0224
Southampton, United Kingdom
can you use your westquay valtures at westquay cinema de lux
Written January 25, 2018
Do you mean vouchers? The answer is no
Written July 24, 2018
Does anyone know what a 'family ticket' covers? I am assuming 2 adults and 2 children? If so, is there an upper age limit for 'child'? (I have a 13 year old and a 15 year old)
Written October 28, 2017
What is included in the sweet snack when you get the gallery package?
Written July 3, 2017
Hey you get the extra.luxury comfy seats , bento box per couple. That includes mars bar , marshmallows , dipping sauce chocolate , sugar doughnuts , sweet popcorn or you can the savoury version salted popcorn, veggie crisps ,, chilli nuts , nachos, salsa . Hope this helps .
Written July 5, 2017
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