Fandango Media
Reviews and Complaints

I ordered a digital gift card, was promptly charged for it, and it has not been delivered. Four days later, still no gift card number. Christmas traffic is no excuse for what should be an automatic transaction system. I have been ripped off. It's Friday morning - they have 24 hours to redeems themselves. I received an email stating that I must "place my response here", and there is no way to do so on their template. They state that if i can't, then it will be ignored. Incredible.

Confirmation #[protected]
Purchased 12/12/16
Showtime 12/15/16, 7:30 pm

On the date purchased, an executive in my organization was with us at a holiday party. When he heard we were going, he asked to go with the group. I showed him on my phone the date, time, and theater we were going to and he grabbed my phone and purchased his ticket. I later realized that his ticket was showing up on my account because I was logged in. A few minutes prior to showtime, we get notified by his secretary that he is still in meetings and will not be attending. I try to log on but have no service where I am in the theater and if I left the line to see star wars, I would lose my place after 2 hours of standing. I asked the manager to come to me and he assured me that I could take care of it the next day by calling fandango's customer service line. I called them the next morning and explained the situation and that the secretary had asked that I please refund the ticket amount to his card. The customer service rep told me she could not help but would escalate it to corporate. She told me I would get a copy of the email after I asked. I also went online to fandango.com and filed a ticket via their website and never heard back from either customers service nor the website ticket. I waited 3 days and called again only to find out that it had been "denied" because I requested after the movie had passed and after I asked to get escalated to a supervisor, all he could do was file another ticket. I have to get the money back to the executive of my organization or else I could jeopardize my job. Please help!

On 11/4/16, I purchased tickets to see the movie Trolls at Tysons AMC in Tysons Corner VA at 11:20. I chose 11/4 erroneously instead of 11/5 which I meant to choose. I purchased the tickets at 10:08 am on 11/4. At 11:18 on 11/4 I received a Google calendar reminder that my movie was starting which was when I realized I made an error and picked the wrong day. When I chatted with customer service online to see if I could exchange the tickets, they said no sorry there was nothing I could do because I didn't do it before the movie start time. That is absolutely outrageous. I have now lost 26.00 due to a very easy to make mistake and wasn't even looking for a refund but an exchange. Fandango would absolutely not consider it.

I tried to purchase movie tickets yesterday at a local theatre. The cinemark in North Hills, Pittsburgh PA
I purchased two senior tix for The Girl on the Train, 2 pm showing on
10/09/2016.
The processing took so long I was going to miss the movie. So I never did purchase these tickets. I went through the entire process a second time and the processing never completed. So I had to buy my tickets with cash at the box office
Would like a refund of my 4 tickets (senior) plus fees. Total refund I am asking is: $16.20. My claim code is: 56AH5HB8696992
connie m

On 5-21-16, I purchased 3 tickets for my kids at Hamilton Ohio's AMC.
The tickets went to the wrong theater Westchester Ohio. Don't understand why I cannot be refunded for the tickets I never used because they were purchased in the wrong City.
Its a real joke.
I called Fandango and they said they couldn't help me because of the fact the movie was almost over.

I would not recommend this service to my worst enemy

Scott Crouch [protected]@aol.com

On March 20th I went online and ordered tickets for myself and my granddaughter to see Zootopia. I had a computer glitch and could not complete the final section for retrieving my tickets. I had to go through the entire process, and eventually ended up being charged twice. I was on hold for over thirty minutes with fandango customer service, got through and then was disconnected before I could even explain my situation. I emailed them and received a ridiculous email that would not allow me to enter my problem even though my initial email explained everything in detail including appropriate account related numbers. I have still received no resolution.

I have previously purchased tickets via Fandango website. I attempted to purchase tickets for Sunday 4/17/16, a 3pm show at Regal Theater in Laurel, MD 20724. I continue to receive the following message:
"Sorry, we are unable to process your order. Please try again."
This response appears after I have selected the date, time and seats.

they took the money, no movie...! On hold with roku & fandango for hours. Left numbers...for them to call...even had a live chat that went no where. Never got to see star wars but they got the money...they gave me a number to call...menu prompts loop to loop...all I can say is they had no one to talk with. Talk even on chat ended. Without even a refund. Nevermind they did not give us the movie. Also the ad said - "amazon.com" as well! Wow...the wolves have nothing to do with this Nation of the USA! Mad as hell & want my money back!

2/12/2016
Your gifts with this purchase

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Purchase details

Zoolander 2
(Pg-13)
Saturday, feb. 13, 2016
Showtime: 10:10 pm
Auditorium 15

Century 20 great mall and xd

1010 great mall drive
Milpitas, ca 95035

[protected]

1 x student $9.75
Convenience fee $1.35
Bonus movie free
Shutterfly credit free
Total $11.10
Charged to paypal

2/20/16
T-lee: thank you for contacting fandango customer support. My name is tiona-lee. How may I assist you today?
Christie: hi tiona
T-lee: hello christie, how may I assist you today?
Christie: thank you for taking my request.
T-lee: you are welcome. How may I assist you today?
Christie: I signed up to be a vip fandango member.
Christie: it included 2 free gifts and perks.
Christie: one of the perks is that I can refund or exchange tickets.
Christie: I bought a ticket to see zoolander 2 but did not watch the movie.
Christie: I would like a refund or credit for an exchange.
T-lee: I am happy to advise you on this.
T-lee: purchases made on fandango.com are only eligible for a refund or an exchange 2 hours or more before show time. Once we are beyond that 2 hour window, we are unable to process any kind of refund or exchange for fandango credit. You may return your tickets using the self-service tool in the future up to 2 hours before the show time or contact us within that time frame.
Christie: a 2 hour time limit was not mentioned when I signed up.
T-lee: the refund policy is available for review on each page of your order from your select your show time. I apologize for any frustration this causes you, but we cannot offer a refund or fandango credit less than 2 hours before the show time. If you would like to view our refund policy in full, please visit the following page:

http://www.fandango.com/refunds
T-lee: are you still connected?
Christie: no, the policy was not present when I created my account. I joined because I thought I would be able to exchange or refund tickets. I think this is false advertising to bring up a policy after the fact. I am very upset and disappointed.
T-lee: the refund policy is available for review on each page of your order from your select your show time which is the critical place. I am unable to offer you a refund for this order. Is the anything else I can assist you with before the chat is terminated?
Christie: I appreciate you having this chat with me but I have not been assisted. If there is nothing you or a supervisor will do for me, I will file a complaint.
T-lee: we respect our customer's decisions, my supervisor is also governed by the policy set by our corporate office and is unable to process returns against it.
Christie: okay.
T-lee: thank you for making fandango your choice for online movie tickets. Have a great day!
T-lee has disconnected.

On December 30, 2015 I had an incident where I inadvertently purchased tickets for a show at a theater of which there are two with the same beginning name (Southglenn).
We arrived at the Southglenn theater to the location given to me by the theater finder on the Fandango mobile app 20 minutes before the scheduled show. My purchase code was not recognized by the theater because, unbeknown to me, we were at the wrong theater. After inquiring with customer service at the theater it was discovered that we were at the wrong theater. As mentioned, there are two theaters which begin with Southglenn in the Denver metro area. It was too late to get to the correct theater location. All we wanted was a refund or a credit for another theater.

I tried reaching Fandango customer service through the phone number given to me by the theater. I waited on hold for nearly an hour before speaking to a live representative, whose English left a lot to be desired. After going through the entire explanation of what had transpired she told me that they could not issue a refund because we did not call outside the two hour cancellation window which Fandango has arbitrarily installed. I said how were we supposed to do that when we had arrived at the theater 20 minutes of the show starting. I asked if there was anything that could be done given the circumstances, it was an honest mistake which was not even my fault. But nope, nothing could be done and I was told I could write to customer service via email.

So when I got home I immediately wrote to customer service and was promised a reply within 24 hours. Other than an automated reply basically saying the same thing the phone representative had told me, I never heard from anyone and after 3 attempts I gave up. This "company", and I use the term loosely, is a ripoff who has zero regard for it's customers. They happily take money from people and to hell with any consequences to the customer.

Beware of this scam factory. I will never purchase anything through Fandango ever again and I will do my best to cost them as much business as possible. Hope it was worth the $22 you ripped me off for Fandango.

In July 2015, Fandango charged my American Express card twice for tickets I purchased online. I called American Express, who immediately canceled the second charge. Subsequently, when I tried to get tickets online, I encountered "error." I wrote to customer service and was informed that because of the "chargeback, " Fandango was permanently blocking my credit card. It was their error, and yet I was the one being penalized! Fandango is guilty of unfair business practices, and I shall never use them again.

As far as we are concerned associating with Fandango makes Star Wars franchise look very bad. I purchased Star Wars tickets 39 minutes before showtime. Rushed to theater with kids and was told tickets were for a different theater. Tried to contact fandango from theater and live chat told me I'm number 157 in the cue with 30 hour wait time. Had to put the kids in the car and take them home. Took 2 days to get Fandango on the phone and they refused to assist because of 2 hour before show policy. I tried to get a supervisor because I bought the tickets 39 minutes before the show and fandango was I reachable. Disconnected by agent when I asked for supervisor. Now kids can't see star wars because the money is gone. My kids hate star wars and I hate fandango and star wars

Fandango charged me $53, gave me the wrong tickets, and when i contacted them immediately they said they cant refund me since the incorrect tickets were for a show that had already started. How is this bate and switch legal? I thought buying bottled water was a ripoff but i think being charged for no products or services is worse. Do not use Fandango unless you like to give away your money.

Purchased tickets for wrong theater, in another state. Was at work and multitasking, so missed detailed info when ordered months ago. Not sure why website went to theater in NY, when I live in WA and had purchased tickets at that theater before. Found out about error at ticket stand, after 2 hour refund window closed. After waiting in online chat queue for an hour, Dana refused to refund or even give me credit. Not doing business with them anymore. Why give away my money to company with poor customer service when so many good ones are out there?

As a Christmas present for my children, I went online to order 4 movie tickets for Thursday (Christmas Eve). The session timed out and when I continued, it saved the time and the amount of tickets I wanted, but apparent defaulted the date to today. I realized the error once I got the email confirmation. This was at 11:17A, and the showtime was to be 1:00P. I called immediately and was promptly put on hold for 48 minutes before I got a human being on the phone. "Kimberley" informed me that there was nothing she could do because the showtime was in less than two hours. I told her that when I purchased the tickets, it was already within the two hour time frame, so that seemed a little odd of a policy. I also told her I did not want my money back, I just wanted to change the date. She said there "are policies in place for a reason, so therefore, there was nothing she could do". At this point, I asked for a supervisor and she refused, telling me that he would definitely tell me the same thing she had just told me, so there was no need to transfer my call. She finally ended the call by telling me that she "suggest I read things carefully next time before confirming." Fantastic. I am out $48. Merry Christmas to me.

Have tried to contact this company via chat and phone over 6 times! The promise a refund but when I finally got connected this morning they hung up! I have tried to chat 5 times and call three! I have waited over 30 min hold on each call attempt.Chat is even more insane over 350 people ahead of me! I just let my phone sit and when i get within 5 I keep a close eye on the chat window and then it connects for a second and then kicks me out! This is fraud! Finally spoke to a real person for 5 seconds and she disconnected me right after I told her I can't make the movie! Below is copied from their website on return policy. As of right now it is 5 hour before my movie time and I still can't get through after 2 days of trying! I have found many, many other complaints online that are exactly like mine! Almost to the word! Refunds and Exchanges Are Fandango Tickets Refundable? Yes, in most cases you may refund or exchange your ticket(s) at least 2 hours before your movie.

I booked 5 tickets for with Star Wars premier. Premier supposed to be December 17, but then I got an email that there were some problems and they had to change the date. They also said that my booking was cancelled and there no tickets available at the moment. They added that I needed to talk to their agent via chat. I contacted them via chat, but I was waiting queue for over two hours. While I was waiting I decided to look up their FAQ. Finally the chat window opened. Their agent just told that they cant give me a refund. It didn't matter that I explained that I followed the online instructions and waited to talk to agent, and whole this situation is not my fault! Well, It really wasn't my fault that they decided to change dates. But none of this mattered, they just said „no”. Their agent made me feel like a fool. Then I asked for corporate offices phone number, but the agent told they do not take phone calls. I will never use this site! They did a mistake, but I'm the one who suffers!

i purchased tickets for my parents through the fandago website. when they wanted a different show time, i got my refund but they charged me double on the later show time. i sent them attachments and fax of both the double charge but they deny that they double charged when its obvious on the credit card invoice. will never use fandango ever again!