FandangoReviews 1,237

I ordered my tickets, then realized i wouldn't be able to make it due to work related responsibilities so I called to cancel. I first called the movie theater who told me i had to directly speak to fandango's customer service. I was on hold for a good ten minutes. The woman who answered my call was very respectful and apologetic however they lied and said i had already picked up my tickets so i could not get a refund. Which is absolute bull. They tried telling me i picked up my tickets at 8:15 when I only just got out of work at 9:20. Im very upset by this. Fandango has definitely lost a customer. I will not be taken advantage of, i did not pick up my tickets and now i do not get a refund because they just feel like keeping my money which I work very hard for.

They incorrectly charged my credit card instead of the gift card I was trying to use and then told me they couldn't fix it unless I created an account and requested a refund. I did what they requested and they said they would issue a refund minus the fees. Two weeks later, still no refund. Now they say they need screenshots of the transaction in my bank account to submit to corporate. Why can't they look at this own records? And after they tell you something in support chat, they disconnect just to get you to go away. They act like scam artists. Never use Fandango. If I ever get another Fandango gift card, I'm throwing it away!

I had a problem with a promotional code that I got from winning tickets on the radio. The radio station told me I could use the code until the movie was no longer in theaters and that turned out not to be the case. The card with promo code had an expiration date and when I called Fandango they said there was nothing they could do. While actual blame would be with the radio station for giving out bad information, the customer service department at Fandango has to have codes for customers when there is a problem. Answering phones only to say there is nothing that can be done is not customer service. I told the Fandango rep that practically ALL the reviews for Fandango are negative and that as a company they should be concerned about that. A 97% negative one-star rating is nothing to be proud of, but I understand now why that is the case. If everyone uses a different movie service, they will come to learn that they have no customer service and that will be their downfall. I think I'll go get a REDBOX movie instead; that is a company that could teach Fandango a thing or two.

You have to wait forever for customer service and then they just tell you that they can't help you before robotically offering to help you with something else. Forget about getting a refund of fees even when it is their error. If they make an error with the fees you are out of luck unless (maybe) you catch customer service hours before showtime so that they can cancel the whole purchase. Their app is glitchy and times you out for no reason and has problems processing gift cards intermittently.

It is safer to switch to their competition. I will definitely avoid using Fandango now because they are completely unwilling to provide customer service even when it is their glitch and regardless of how much money they already made off you.

Used Fandango for the first time to buy tickets for a movie, 3 minutes later I realized that we could not go, use the Chat live, talked to a person called Sendy and what a bad customer rep he/ she is, never read where it says that my convenient fee could not be refund, just the money for my tickets, because this will be my first and last time using this site I ask for a refund of my money, bad bussines practice. Never using it again.

I bought tickets to a movie and when the previews were done and the movie was started, the lights still hadn't gone down.The volume was also much lower than usual.
I asked at the front what was going on. They informed me that it was a special needs screening and that it should've said something about that when I bought the tickets. I went back in the theater and watched but it was definitely not the movie experience I paid for. It would have been more fun to watch the movie in my house.
I went home and looked up on the fandango app to see if it was noted anywhere that the Saturday 1030am screenings were special needs screenings and found that they weren't noted as such. Fandango had made a mistake and I deserved my money back. If they had made note of the type of screening it was, I would not have purchased tickets. Or to put it another way, I was not told that this was not a standard screening and when I purchased tickets, it was with the understanding that this would be a standard movie screening.
When I chatting with Fandango about getting a refund, they said that their refund policy says that they can't give refunds after the show time. I knew that was wrong because it was their mistake. They were the ones who falsely advertised this movie. And how would I know that it was a special needs screening before the showtime started if Fandango didn't make note of the fact that it was a special screening?!
I asked the chat person to escalate the case. 3 people eventually emailed me and each of them referred to their refund policy.
I understand policies, but in the case where the company is the one at fault, they need to make exceptions to the policy and take responsibility. I am never going to use Fandango again and will make it a personal mission to tell everyone I can about the horrible customer service they give.
I didn't like: Refusal to make an exception to refund policy.

Don't claim to have customer service and have your customer wait on the line for over 30 minutes and never get anyone on the line. This is completely unaccceptable. The policy that you can only stream OR download a rental, which prevents you from downloading if the streaming doesn't work, or to stream if the download is taking hours - is absurd and totally not user friendly. I purchased a 30 day rental and it disappeared from my app after just a couple weeks. Haven't been able to get CS on the line to redeem my PURCHASE. This company is a scam!

Fandango has horrible customer service! You cannot get in contact with anyone and when you finally do that are completely unhelpful! I Requested a refund over a month ago and never received it. When i FINALLY got to speak with someone i was told they showed the refund was already processed! WRONG! I never received anything. They are liars and thieves. On top of all of this i was told i had to screenshot my bank account and send it to them to prove it was never received. Sounds like bs to me. How does that prove anything when I cannot prove that the credit card I used is connected to that account? ENRAGED!

This is the biggest rip off company! I wanted to take my twin boys to see a movie. I purchased the tickets online & applied a monopoly code from safeway for a $5.00 discount, long story short life happens, we were not going to be able to make the movie in time, so I went to the online chat thinking it would be a simple click the link("can't make the show? Need an exchange/refund") or that I could speak to a rep. I was waiting on the online chat and on the telphone hold for 45 mins, I figured that I could connect with one of them would have to pick up. 15 past the time that I had to qualify for a refund or exhange, So they would not refund me, or exchange for another time/day. Mind you that we still wanted to see the same movie at the same theatre, just one hour later. The rep said that they could not do it because the movie had already started! BS! It wouldnt have if they would have not left me waiting on hold for 45 mins. Not to mention that they wouldn't honor/reapply the $5.00 promo used, or refund me/reapply the "convienience fee" they charge for online tickets! I ended up paying that twice, to see one movie. I can not express to you how cheated I feel! Times are tough, I really can't afford a company cheating me in this or any way. PLEASE DO NOT DEAL WITH THIS COMPANY THEY ARE CROOKS! By the end of the conversation/transaction, getting no where with them on chat and on the phone I was in tears. I can not see how a company can treat the people who keep them going like this :(

We were given $50 in Fandango gift cards. I couldn't enter it on the website so I called customer service. I was told that there system is not capable of using these cards at all. COMPLETE FRAUD!

Well, add me to the list of human beings making the simple mistake of choosing the wrong theater and getting penalized for it. I purchased two tickets online through Fandango and upon arriving to the theater, minutes before showtime, was advised that they were for the incorrect theater. Since I did not have time to contact Fandango before the show began, I simply purchased another set of tickets at the theater.

Upon contacting customer service online WITH MY CONFIRMATION NUMBER, I was told that NO refunds are awarded after showtime. While I can work to understand this stipulation, it should be no problem to note that the confirmation number was never used thus it should be able to be deactivated and my refund electronically generated. Seriously, with all that Fandango boasts it can do via the Internet, is this really an issue? It seems that they are 1) either deplorably outdated in this capacity, and/or 2) they have no desire to update/upgrade/allow this technology to work because of the revenue they would lose for all the unused tickets generated due to mistaken theater locations.

Again, buyer beware and DOUBLE CHECK, TRIPLE CHECK the details on your purchase before confirming because once that money goes, it's gone into the pockets of Fandango.