Their customer service is a joke. My tickets were not available at the time of the movie. I asked for a refund, and they told me it was after the showtime. I couldn't necessarily call them at the time of the movie, since I purchased additional tickets at the theatre when they didn't have the ones from Fandango on record. I wasn't going to miss the movie I'd shown up for.
As previous customers before have stated, they WILL NOT refund you, even when it's their service that has not met the obligations of the service they're supposed to provide. This company has stolen $40 from me, and I would never recommend anyone uses them for purchase of movie tickets ever.
Review by Chetvi Faucher1 week ago
Since Fandango is the only game in town when it comes to online movie ticket purchases, their customer service agents offer very low quality service. Their payment processing part of the app doesn't work: just keeps saying "Webpage not available." Their customer service agents sometimes would try to give you the run around by telling you to buy tickets via their app & not their website. After you've downloaded their app & sign up with them. Their payment process would tell you "Webpage not available." That was after waiting half an hour for an agent to tell you to download their app. It only took them less than 1 minute to dispense that "advise." After following their "advise," the same problem still exists even as I'm typing out my complaint. So, I got on their chat & waited 30 minutes for an agent. The agent couldn't wait at least 2 minutes for me to type out my problem on my tiny cellphone keyboard with just 1 finger & decided to terminate the chat when I was about 2 text characters away from finishing my texting. I AM PISSED NOW.
Review by Beckenham1 week ago
Fandango is the worst site and app for buying tickets. It doesn't work 95% of time and the customer support is terrible.
Review by Sidhant Kakatsos4 weeks ago
So movie time switch up, buy the ticket for the movie time you think you are getting and then fandango screws it up and has it for the wrong time! We didn't even look at the time just bought a day in advance and the theatre says, you have to get refund from fandago. At the show paid full price for a different movie at the time we wanted to go, on hold for 30 mins with Fandango "HELP" line, please save your time and money!
Review by Moravian1 month ago
They make it SO EASY FOR YOU TO MAKE MISTAKES while you purchase tickets and then, TA- DA... They've got your hard earned money and refuse to give it back to you. Horrible website/company.
Review by GeraldS1 month ago
DONT USE THESE GUYS! I bought tickets for a saturday show and their system scheduled it for Friday. I went and couldn't get in. I asked Fandango for a refund and they stated its was after the show date and couldn't refund. Screw them!!
Review by STaubi1 month ago
I purchased tickets for myself and 2 grandkids. I didn't realize I hit the wrong day. When I checked my email the following day, we had missed the movie we intended to see. I contacted on-line customer service which took over 30 min for someone to send me a message they were finally there, then refused to let us see the movie or give me my money back. Things like this should be illegal. They got my money and we received nothing. It was an honest mistake and I could not afford to purchase more tickets. I'm a senior in a tight fixed income, which I explained to them, but they simply didn't care. I will NEVER use Fandango again and I hope they are forced out of business.
Review by Umidin Milaszewskaya1 month ago
Used promo code that my daughter & I worked very hard for to win from radio station.
We went online & got 4 tickets (total value $60 @ $15/ticket) for the 11:05 pm showing. I don't know about others, but to me $60 is a lot of money. Unfortunately we got a call
from the assisted living facility where my mother lives telling us that she was ill with
projectile vomiting. I canceled the tickets right away, but got a message saying that
I could not exchange the tickets even though their website states that they offer
exchanges/refunds now. Waited over an hr. to be connected to a customer service
rep. She basically told me that she couldn't do anything, but would send it to
Corporate for review & it could take 3-5 days. Well, I got a denial right away & this
was my response back to Fandango.
I am very confused & disappointed in the denial. It states that the time frame had passed so refund/exchange could not be processed. As you can see, Katrina's response was at 9:34 pm & our movie was scheduled to start at 11:05 pm so how is it that the showtime had already passed. Also please note that it took over an hr. to get connected to a customer service rep. I was caller #12 at the beginning of the process & it took well over an hr. to get a CSR. This was a special circumstance that we had to take my 85 yr. old mother to the ER due to a bowel obstruction that required emergency surgery. It was NOT planned. Because we have choices in obtaining movie tickets through other. venues as through the theater itself or Atom or Movietickets, we won't be using Fandango from now on. Very disappointed in response & lack of understanding/compassion on the part of Fandango. Be assured that I will use social media to the fullest to inform others of what transpired & not to use Fandango in the future. I had hoped that we could have turned this experience into a story of spectacular customer service, but unfortunately I was wrong. Reading other reviews, it seems Fandango does this routinely to their customers. Shame on you!
Response Via Email (Katrina) 08/22/2019 09:34 PM
Our Corporate Office has reviewed your request for a refund. After their further investigation into this situation, we are unable to offer a refund or exchange for Fandango credit. We are sorry for any disappointment caused by our inability to grant your request, but when it comes to granting refunds or exchanges we are limited by our ability to process those requests before show time. Since your request was initiated after that window of time had run out, we no longer have that option.
The Kitchen (2019)
Thursday, Aug. 22, 2019
Showtime: 11:05 pm
Seats: G15, G16, G17, G18
Review by Veney Gummenia1 month ago
Purchased two tickets by mistake for another City (I realize this was my fault) but when I tried to contact them immediately, I was unsuccessful. I was on hold for 2 1/2 hours and never got thru until the next day after a 3 hour hold and a 2 hour chat time hold! This company is fraudulent. There is no customer service that exists. WARNING - DO NOT GET THEIR APP OR USE THEIR SERVICE. There is no such thing as an exchange or refund and their app doesn't work for exchanges. DON'T BE FOOLED
Review by Monskie Oleksin1 month ago
Shady website jumps your theater to somewhere else! I'm not sure how they did it but I have proof on my browsing history. I hope they get sued and go out of business because of it!
Review by Userhomemove1 month ago
Do not give them any of your business they are a horrible company that will just take your money and does not care about helping you through any of their customer service numbers, etc.
Review by Swes1 month ago
We purchased two tickets through fandango for a movie at a local theater. When we got to the theater the seats were extremely uncomfortable and not in a good view of the movie screen whatsoever. Do you theater said that if we had purchased through them they wouldn't have refunded our money but because we purchased through Fandango we had to reach out to fandango to get refunded or to exchange the tickets We Waited 40 minutes to be able to chat with somebody on Fandango. They basically said we were out of luck ( for an exchange or a refund-it would not do either). Will never ever use fandango again!
Review by Arrs1 month ago
Kept getting an internal site error at checkout. Lost over $20 of gift card credit and customer service don't want to deal with it.
Review by Livier1 month ago
I rented a movie but was unable to watch it. Contacted them via their chatbox and was told to get ahold of Roku for a refund. Yet in the roku invoice it says to contact Fandango for refunds. Last time I am ever using Fandango. Will start renting my movies from Prime from now on, as they are way more reliable.
Review by RReev Brumbalow1 month ago
Horrible customer service, will never call you back and you’ll stay on the line for an hour and then you might as well hang up because they won’t help you. DO NOT buy from fandango
Review by Lawander Sioras1 month ago
It's a great app / way to purchase tickets unless you have an issue. They offer rewards but don't honor them. The chat service takes forever to answer even if first in que but once you make a purchase they can't modify it. Beware!
Review by Dpac1 month ago
We received a gift card and decided to go see a movie. Tried for 45 minutes to use the gift card, and it kept telling me it was an invalid number. Tried to do live chat, but was told I was 25th in line and would have a 20 minute wait. I tried to call customer service and was put on hold. My call was never taken. I guess my 25$ gift card is useless.
Review by Manki1 month ago
Purchased the movie IT tickets for my highschool daughter to watch with her friends. But, because of their Rated R policy they needed someone 21 years and older to be with them. So she said, get a refund at 4:24. The movie started at 4:30, so, I immediately went in Fandango to get my refund, but there was an error with the app and I had to wait an hour for customer service. And, since the movie already started they wouldn't acknowledge the refund cause it was an hour after. It's not my fault their app wasn't working properly and that their wait time was an hour. Never again!
Review by Graziano1 month ago
Do not use this service they will not give refunds they are thieves. No customer service
Review by Ykarate2 months ago
I strongly advise against ever using Fandango for buying tickets. On two occasions, all due to issues with the application, I got ripped off for a total of about $50. their customer service is almost non-existent and spent hours on hold just to be treated poorly and refused any compensation. trust me you're better off buying online directly from the movie theaters as Fandango seems to have become a scam nowadays, which is sad...
Review by Braf2 months ago
I purchased a ticket the morning of a movie, I realized the show time was in the PM, not AM...so I went back in the app to get a refund/credit. But, because the payment was pending at the bank and it was a Sunday I called Fandango customer service for help.. I was on hold with for hours with no response. I have screen captures showing the time and date before the movie showing and NOT having the choice for a refund or credit. Also screen capture with time/date and how long I was on hold...The ticket was $20.20...they closed out my complaint tickets after calling and getting through, their customer service is AWFUL...won't ever be using Fandango again!!!!!!!!!!!!
Review by Phantoms Lone2 months ago
HORRIBLE EXPERIENCE! IF I CAN RATE A ZERO, I'D HAVE! WE MISSED THE 10PM SHOW LAST NIGHT ON 10/17/2019 AND THE COMPANY WAS ALREADY CLOSED. WE HAD CONTACTED THEM THE NEXT DAY TO REQUEST FOR A REFUND OR JUST A SIMPLE EXCHANGE TO ANOTHER SHOWTIME BUT THEY DIDN'T GRANT THE OFFER. MIND YOU, WE HAD PURCHASED 6 TICKETS AT FULL PRICE ALMOST 13 DOLLARS EACH AND THEY COULDN'T ACCOMMODATE OR EVEN TRIED TO HELP US! WASTE OF MONEY AND BAD EXPERIENCE. NO MORE FANDANGO FOR US AND DELETE THE APP! PLEASE PURCHASE DIRECTLY AT THE THEATER OR ON THE REGAL APP WAY EASIER AND ACCOMMODATE YOUR REQUEST. FANGANDO WILL ROB YOU BLIND!
Review by Montuy Galimi2 months ago
Requested a refund of $15.70. Purchased a ticket on 6/30 and when I got to theater it was still pending on the app and I hadn't received a confirmation so I could not use it. I had to buy another ticket at the theatre as a result to see the movie. NOW Fandango will not refund the ticket I purchased with them! I used them for many years but now I will never use them again. You cannot request a refund BEFORE the movie started because they keep on hold for almost a hour waiting. Ridiculous.
Review by Deboroah2 months ago
I had requested a refund as I had purchased a ticket for the wrong theater. The website said my refund was complete and even showed me a confirmation screen. I learned several days later when I received an email asking for my thoughts on the movie that my refund had not been processed. When I went to their customer service, I had to wait 20-30 minutes each time and was repeatedly disconnected when I went to attach a file. I recommend just buying your ticket in person so you don't have to deal with this poorly programmed website. I've attached photos of the ticket I bought online and the ticket I bought in person after I learned it was the wrong theater. Never use the Fandango website.
Review by GoPRODaddy Cepheus2 months ago
I bought tickets for a saturday show and their system scheduled it for Friday. I went and couldn't get in. I asked Fandango for a refund and they stated its was after the show date and couldn't refund. Screw them!!