FandangoReviews 1,237

I purchased two tickets recently but didnt know it was at the wrong theaters, so i had to repurchase for that theater, I tried contacting Fandango today on a Monday to request a refund and they denied it due to a 2 hour refund window. I was astonished, I've never in my life heard of a 2 hour refund window. They should have at least stated it prior to the purchase of the tickets rather than deny the customer. So at the end of the night I payed DOUBLE for a location mistake. Will definitely NEVER EVER EVER use the Fandango company ever again.

Customer service is horrid. Waited over an hour on phone on hold and no one ever picked up. Same for online chat. Their email responses are pre-written and have no relevance to the question you asked. This company seriously needs to get put out of business. Will NEVER use them again

I bought tickets to see The Martian last night and granted, I was in a rush and didn't see I had bought tickets to the wrong theater. So I bought the tickets at the theater we ended up at. I contacted Fandango this morning about a refund and she says the time frame for refunds is 2 hours after purchasing. I purchased them at 5pm and the movie was at 7pm so that left me no time and spent $50 for $25 tickets. Again, it may have been my mistake but what's the point of using Fandango with such a bad return policy? Never again.

Sitting here in England trying to book tickets to see Star Wars in December when I go over to see my girlfriend. Twice I've tried booking via this site. Once in work and once at home. In work I used three different browsers going into their site via their homepage and search engine egine results with no luck. From home using Chrome directly via their front page. In all cases I got a 502 error meaning their servers were failing. Extremely disappointed.

Honestly, dealing with this company has been like trying to hammer jello to a wall. I honestly thought I was being "punked" a few times in my email interactions with them.

I order a lot of office supplies through Office Depot. In August, their catalog was promoting (2) free movie tickets through Fandango if you ordered a certain dollar amount of supplies... which I did.

Within a couple of weeks, I received the promotional post card that, very clearly, stated the instructions to go to the following website: www.thepromocard.com/officedepot/redeem and enter the promotion code that clearly marked on the post card. I completed the task, the website accepted my promotional code and indicated that I would then be receiving an email that contained my movie certificates to print and present at the participating movie theater. I patiently waited two weeks with no such email. I then started my exhausting search for an explanation through both Office Depot, thepromocard website and Fandango. I will clarify that I am equally frustrated with all three parties but Fandango's emailed responses from their customer service reps took the cake. I explained the concern, and received such idiotic replies back, that at first, I almost found them funny. Well, no longer. I realize that this is all about (2) essentially, lost, movie tickets but it became about the principle of simple customer service and my quest to point out their lack of it. The long and the short of it... I still have not received the movie ticket certificates and I am certain that this company is run by toddlers.

One of my emails to these morons...
I'm a little disturbed that we selected a movie for the 2:30 show, and when I logged in to my paypal to pay, your site automatically picked my seats and movie. Not realizing your site gave us the wrong tickets - we arrived at the theater at 1:45 for the 2:30 showing. After finding out what had happened, I called your help line (it took 5 pain filled mins to go through the options) then explained to the lady that had happened. We weren't looking for a refund - but tickets to the correct show.
After bantering back and forth for 10 minutes or better, she refused to let me talk to a supervisor, nor transfer me to the United States to talk to a better English speaking person. Her explanation of "to keep calling back over and over until I reach a US service person", is utterly silly and shows terrible lack of technology for Fandango.
I will wait for your response, but should we not be able to give us a voucher or refund, I will email the movie studio - Tweet constantly of your service, and FB about your service with discontent. I hope that our communications will be better than the help that was reached on your toll free line.
They responded with a pretty much too bad so sad - and we speak great English. No refund even though there was a mistake.

I've been a fandango customer for many years and I've never made a mistake so I've never had to test the refund/exchange "policy." I've read it. I understand it but I think it is the worst crock I've ever read in my life. Apparently they think they've "listened to their customers" and improved by offering an exchange/refund policy now but you must notify them no later than 90 minutes prior to the start of your movie. Listen... they have at least one halfway intelligent person working for them who did a bit of research who knows when the average customer purchases tickets to the movies. They aren't as stupid as one would think. If the average customer purchases tickets within 30 minutes of the start of a movie, are they really providing a service to "their valued customers" by offering exchanges/refunds as long as you notify them at least 90 minutes prior to the start of your movie. If you wait until 60 minutes or God forbid 30 minutes prior to the start of your movie for ANY reason, you're out of luck. Suppose you don't want a refund, as in my case, because you simply went to the incorrect theater (it happens. We just relocated here one week ago!) and just want to exchange the purchased ticket for one at the correct theater... too bad. Want to speak with a supervisor? Too bad. They aren't available. If you try to call back, there are notes in the account so the next representative already knows your issue so when you request to speak with a supervisor again, you "accidentally" get hung up on. I will never use fandango again and I'm going to find out who, if anyone I can file a complaint with. I'm SO angry right now!

Had to enter info 6 - yes 6 times with various error messages. Became VIP member still no luck. Talked with cust service & could not understand the man. Called back & the woman from Rochester NY was very short & condescending. I would recommend no one use this ticket buying service.

I accidentally selected the wrong day for my movie choice. As soon as I got the confirmation number I realized my error and contacted Fandango immediately. All I wanted was to switch the tickets to the following day (as I had originally planned) but, despite the fact that I was talking to a person at Fandango within five minutes of my purchase, they would do nothing for me since the movie for which I had purchased the tickets was starting in less than 90 minutes. The CSR would not put the supervisor on the phone saying that they were "not available now". I called her bluff and said I would wait. After five minutes on hold she came back and said the supervisor would not be available (basically forever) and hung up on me. The supervisor (who was too busy to get on the phone) then emailed me 20 minutes later to notify me that they were not going to do anything for me. I will never use them again. Regal Cinema, where the tickets were purchased, made it right so I will buy my tickets from them directly from now on. Fandango is a bunch of thieving scammers with horrible customer service.

I made a mistake when getting tickets by picking the wrong day. I called fandango to just change the date but since it was an hour before the movie they would not allow it. I asked for a supervisor because it's a simple change but their supervisors only email no one is available to ever talk. I have been waiting over an hour to get a reply from someone. I also did a live chat with two different people and again no one was there. They hung up on my husband when he called and disconnected the chat with me twice. I am very disappointed with this company and will never use it again. I will advise anyone wanting to get tickets to not go through them. I never asked for a refund just wanted a change in date.

Their site rerouted my ticket purchase to a theater that was not in my state. They refused to refund tickets I purchased stating it was not within their 90min time limit although tickets were purchased only 45 min before the show. I called the company to request a refund, they refused and in so many words told me I was an idiot for not reviewing my purchase more carefully. I put in a request with their corporate office and was told the same thing. So to keep my $10 they have lost a loyal customer. The whole thing is a scam.