Fandango Media
Reviews and Complaints

Twice now, I have purchased tickets through them and never received a confirmation, so I was forced to purchase tickets at the window and lost the money used through their site. I went through their online customer service department (email) and got no response. I called their customer service line and waited on hold forever and never got through

I purchased two adult tickets to spider man no way home movie on December 19th for a total of 30.38 and was charged twice. I was charged a total of 60.76. I need to be refunded 30.38 for the double charge. My confirmation number was WWGGZCN. My email used to purchase the tickets is frankie.[protected]@yahoo.com. The last four digits of the card I used is 4463.

10/07/2021 I purchased two tickets to No Time To Die. The link they sent me to print or have tickets texted did not work. I requested a refund and only received a partial refund. They kept $4.58 service fee. I want the whole amount refunded as I did not get the tickets. I have contacted them four times and they will not respond at all. Purchase Confirmation #A0344853376

I have $100 of movie gift cards that won't activate online. Trying to get in touch with Fandango support is rather entertaining. I started July 20th with my inquiry. I have multiple generic responses saying their gonna get back in one to three days. Still waiting for a valid response.

July 10th purchased movie tickets via fandango website, 4 adult tickets costing $55.00. On the way to the movie theatre we were involved in a huge multiple car crash, obviously we could not make it. 2 of my family members were transported to the hospital and my car had to be towed. the very next day July 11th i emailed fandango customer service explaining what happen and i also tried calling but could not get through due to high volume call, i did not receive any return email from fandango. I emailed several times and called several times but no response. Finally after several weeks i got through and explained what happened, we missed the movie due to unforeseen emergency and would like to get a refund since we did not see the movie, they refused. how can a company take our money and not provide the service that money paid for? How is fandango able to get away with this very bad customer service. Our tickets were never scanned, they can see that we did not watch the movie, yet they refuse to give us a refund or even a replacement tickets so we could see another movie. horrible

Once again...a family member bought us one of these completely worthless gift cards. Every SINGLE time we get one they are a hassle to deal with. This time, we completed the purchase...applied the gift card...and NEVER received tickets. It's almost time for the movie to start and we have NO way to get in. I've been on hold with Fandango for 30 excruciating minutes, listening to their stupid "we care about your call" BS message. These guys are scammers. DO NOT BUY! I have confirmed on their website that the gift card was charged...they got their money - we have NOTHING to show for it, except wasted time and frustration.

Hello,

I am generally happy with your service but was disappointed to find that I could not download purchased movies onto my laptop. I paid $22 for a television series, and I am surprised that I have to log on and stream the movie anytime I want to watch it. I would not have purchased the movie through fandango if I knew that this was the case. I hope your teams can reconsider the customer service value and the cost effectiveness of continuing to develop technology that is supported by computers and laptops for those of us who are choosing not to have smart phones and tablets.

Thank you

On November 29, 2019, we purchased two tickets throught Fandango for "Beautifiul Day in the Neighborhood" (Orinda CA). Confirmation # [protected]. Your instructions read "Go directly to the ticket taker." We did, and then were told we had to stand in the ticket line to get the tickets scanned. 10 minutes later, the theater was full. We sat in the 2nd row.
I feel the 'convenience service charge" should be waived.

We were trying to get an exchange from Fandango because we selected the wrong movie theater. Their website kept denying our password. After 2 hours of trying to simply get a refund we called their customer service. It took another hour to get a supervisor to help us. We finally resolved the issue with much frustration. I strongly suggest not using Fandango.

I signed up with Fandangonow to watch a specific movie. The movie quit every 5 - 15 movies. When I called customer service I waited a long time, finally reached someone after a long wait. She told me she had to transfer my call but there was no queue so there should be no problem. However, no one ever picked up. I called back several times, one time on hold so long that my iPhone automatically terminated the call. The only way I was able to watch the movie was turn off the TV, turn it back on and re-search for movie, select it, and resume. It took us nearly 3 hours to watch a 2 hour movie. I would like to cancel my Fandango membership.

I purchased extra groceries in Giant & met the fandango criteria for 2 free movie tickets. I have the coupons from Giant food store and entered them on the activation site and did NOT receive an email back with the ticket information. They are not in spam. I called several times and got hung up on twice by the autobot after waiting an hour each time. I also sent in several email complaints and after 2 weeks there is still no response. It is impossible to reach anyone. I have been a fandango member for years & will reconsider as it seems the company has changed & customers no longer matter. I bought the extra products & fell for the scam. I will now contact the corporate store re this scam so that they discontinue the practice with Fandango.

In Texas there was a promo for Ziplock Bags when you purchase two at Christmas time this year 2018. I purchased four boxes and the promo said one ticket per two boxes.
After over a month of sending receipts 5x and trying to find resolution. I find out the movies houses would not except some kind of print out form. On December 20th I get a mail saying to print out some kind of worthless paper that says good for one ticket.
The movie is no longer showing in any city remotely near us. This is crookery at it's finest. It was Christmas present for my child and I planned way ahead a month.
They should be shut down. I have hundreds of Fandango complaints about if you purchase through them the movies will not accept these transactions.
I plan to continue to tell my experience and contact the BB.

tonight I rented this movie and input all my card information. afterwards there was a pop up about having to install Microsoft Silverlight. This should have been made aware to any customer before doing this in my opinion. I installed, and it still kept popping up like I hadn't installed it . I uninstalled this 3 times and reinstalled and no movie. I don't know what the problem is but I spent over an hour troubleshooting. I don't care that the rental was only $2, I should have gotten what I paid for. not only did I lose the lousy $2, I didn't get to see the movie, and wasted a lot of time on my computer trying to troubleshoot it. nobody should have to go through this just to watch a movie. this needs to be fixed. and all customers should be made aware about any program that needs to be downloaded prior to watching the movie.. I am extremely disappointed. I hope my money will be put back on my card since I didn't get to see the movie. but all I can say is that I will never use fandango again! this ruined my Saturday night!

sincerely,

Jan Ward

Hello,
I purchased two Superluxe movie tickets some days ago. I attempted to refund the tickets this evening because we had a change in plans. When I went to the website, I followed the instructions and attempted to process a refund but the link I clicked on was broken. Nothing worked. After 15 minutes of re-loading the website multiple times, logging in and out, trying to access the page via my confirmation email, etc., I clicked on Live Chat for help. I simultaneously called the customer service line. After 30 minutes on hold, someone responded to the Live Chat. So, I had already invested 45 minutes of my evening simply trying to process the return that is "guaranteed" if requested before the posted movie time. I requested a full refund, including the "convenience" fee as this was literally the opposite experience of convenience. The customer service person was very polite but insisted she and any manager were

Fandango somehow got access to my credit card and auto withdrew money from my account for 3 years. The charge on my statement made it look like it was for gas due to it being named similarly to a place I get fuel. I only caught it when I saw the charge listed next to the place I get gas and realized it wasn't an authorized charge. I called them to get my money back.. about $350 and they refused saying that I was a valid member to their site. I asked them to show me my last login to that site or use of their service and they could not. They then agreed to give a partial refund if I filled in a form asking for all of my personal info (So they could sell it) and agree not to pursue legal action. I refused.

I then called my bank at the time (Bank of America) for help and they refused to help me reverse the charges. Needless to say I pulled all of my money from the bank and have never paid for another movie ticket again.

A family member gifted me a $100 fandango e-gift card. To use the e-giftcard i had to create an account on fandango.com and enter the giftcard number. Fandango does not give me the option to save the giftcard in my account for future use so every time I purchase a movie I had to reenter the giftcard number. I purchased three movies over a one month period after receiving the giftcard, totaling under $20. When yahoo did that "thing" where they lost hundreds of emails from millions of users, the email containing the fandango egiftcard was also lost. I called fandango on seven occasions in order to retrieve my giftcard number. Luckily, I was able to provide fandango customer service with the order confirmation for the purchase of the giftcard. The order confirmation contained the order confirmation number, the sender's email, the recipient's email, as well as the payment info for the online purchase of the e-giftcard. On three occasions no one picked up after I was on hold for more than seven minutes. Twice I was put on automated hold and I chose the option to receive a call back when I was next in the queue. But I was never called back. Twice I was able to speak with representatives who could not resolve my issue themselves but forwarded/escalated my case to "cooperate". I was told that they would get back to me after "cooperate" gets back to them. It's been four months since my case was allegedly escalated to "cooperate" and I have not been contacted by anyone.
Given the fact that -
1) My e-giftcard was entered online in my account on three separate occasions to facilitate my purchases. Then my e-giftcard number is in their records associated with the purchases AND my account. Retrieving the e-giftcard that I used should be a non- issue, even for a system (eCommerce, Customer Service or database) designed 20 years ago.

2) I was able to provide them with the original order confirmation for the purchase of the e-giftcard. Regenerating/re-sending the email with the e-giftcard, exactly as it occurred by the original purchase, should also be a non-issue, even for a system designed 20 years ago!

I feel like I have exhausted all my options. They won't allow me to speak with anyone higher in the customer service ranks - according the customer service representatives "there's only "cooperate" and IT and they don't take calls".

This is unacceptable! Not to mention highly unethical on the part of Fandango.
I'd like to have access to the over $80 bucks balance of my e-giftcard. I will never do business with Fandango again.
I hope you could be of some assistance in resolving this matter.

Recently, I experienced an incident where a Hacker changed the e-mail in my account and purchased 5 movie tickets...THEN, this Hacker requested a refund in his name to a changed e-mail address (thus scamming $$$ off my Fandango online account)!

I called the customer service line ...and waited over 3 hours (no exaggeration!), put my name on a call back list AFTER 3 hours...then waited another 2 hours! BTW, I also requested Live Chat and had to wait over 2 hours for that also...only to be told that I have to speak with someone live for my issue. Anyway, when I FINALLY got ahold of a customer service agent, it wasn't much of a "service". This agent was so incompetent (stupid?), I had to repeat myself 10x on EVERYTHING...and she still didn't seem to "get it". I then requested a supervisor, and after waiting forever (again!), he assured me that he'll forward my fraud complaint to the corporate office, and that they would get back to me BY PHONE within a week at the latest. Well, it's been well over a week, and there is not a peep from corporate. At this point, I am certain that they have no intention to reimburse me for this hacked e-mail/money exchange fraud whatsoever. We plan on pursuing a case thru the bank at this point...since I now know that Fandango is simply a shoddy, DISHONEST business that has no intention of making things right for their customer. I will NEVER purchase a ticket from Fandango ever again. I suggest that you all do the same.

On Monday December 18, 2017 I purchased 4 tickets for Pitch Perfect 3 in Gettysburg, PA on Saturday December 23, 2017, my email clearly stated the movie started at 1:30pm. When we arrived at 1:20pm., we were given out tickets, and proceeded to the theater area only to find out that the movie was already on and had started at 12:50pm. I went to the management, and showed them my email, and they acted like they could have cared less, and said it we wanted to wait to see the beginning of the movie we could sit and wait till it restarted. Why would I want to see the beginning after seeing the rest of the movie, sort of defeats the purpose. What a rip off. I would appreciate replacement tickets to another movie at a different theater, because I will never return to Gettysburg, after the way I was treated.

I use Fandango for the convenience of advanced purchase and ability to skip the lines. However tonight at the Enfield, CT Rave Theater your kiosks were not working. After standing in line for 20 minutes, the only seating left was scattered front row. I opted to wait until the next showing to be able to sit with my family and had to pay an additional $18.50 as this was 3D. None of this was "convenient!" I'd like a refund of the $7.50 convenience fee.