Fandango Media
Reviews and Complaints

Long story short...gave blood and received two Fandango passes with a promo code. Went online to redeem my codes and schedule my movie(6/30/15). Due to having to work, had to cancel my tickets, which I did so well in advance of movie start time. Got an email after cancellation to choose either a refund or exchange, but could not submit either one, due to an "issue" with an order! Waited the 24 hours for a response, which never came. Finally contacted customer service who advised because they were "promo'' codes, I couldn't even get an exchange! So after giving blood and receiving two passes, then having to cancel my movie due to having to work, I am penalized? And when I informed the customer service person, Kimberly, that I would tell people about this Fandango practice, she acted like she could care less! Never will I ever buy a Fandango gift card for anyone as a gift ever again, nor will I ever utilize their service!

I purchased 2 tickets to the June 19th 7:05 show for Dinosaur World (real name not allowed). When I finished the guest checkout, The Fandango website said that the session had timed out.
So I re-did the purchase and got the confirmation email notice and went to the email to get the number.
Now I see 2 emails telling me I bought 4 tickets, and that a refund is not possible because it is less than 2 hours before show time.
This entire transaction took less than 10 minutes, and it is now 5:15PM, June 19th, 2015 for the 7:05 show.
Really? If your going to time out my session, then how does the purchase happen? Funny how the money didn't "time-out" but now a refund isn't possible.
We went to the movie, and I gave the two "extra" tickets to a very nice guy and his date so they wouldn't be wasted.
I tried to email customer service, and got an automated reply that said I could expect a contact from them but might have to wait at least 24 hours.
That was last Friday evening and nothing. Nice routine for making double ticket sales.

Do not purchase fandango gift cards. I decided this year to purchase movie gift cards for my whole family for christmas. They cards are only redeemable on line and out of four couples I purchased them for, only one was able to actually use the cards. They had to download an app to get the tickets. Two of the other couples, were computer savvy but were so frustrated trying to use the cards, they gave up. One person called fandango three times trying to use the card and work through the problem she was having on line and she was unsuccessful. The last couple I purchased them for loves to go to the movie but they are older and don't even have a computer. So this is terrible terrible customer service. When I reached out to fandagno, their response was... Quote unquote... This is just the way it is. So I find myself embarrassed and angry. No one in my family told me until recently about the problems or I would have tried to resolve the problem sooner. Very very deceiving and extremely poor customer service. Fandango has now lost a customer. I will not visit their theatres again.

Purchased Fandango Gift cards (2 x $15.00) only to be told the cards were first expired and then that they had been used. While talking (via live text from the FANDANGO Web site) to resolved the issue, the FANDANGO representative disconnected from the conversation. Written complaints to FANDANGO result is return emails that I have not submitted correctly (directions were followed EXACTLY). Either the FANDANGO representatives are located in a third country and do not speak english sufficiently or this is a scam they work to hope I give up and stop trying to resolve the error on their part. BEWARE: Do NOT use Fandango's Services online unless you are willing to throw your money away as there does not appear to be any consumer service or a criminal intent in not responding or resolving fraud.

Do not purchase a fandago gift card before reading this. I received 3-$15.00 gift cards over the holidays from a wonderful young couple who know I love going to the movies. They were excited to give me what they thought was a great gift that I could use to buy tickets, popcorn, drinks, etc. At the movie theater. When I arrived at the theater to use my card, I was told by the box office that fandango gift cards can only be used to buy movie tickets online and nothing else. I was angry and disappointed. After the long drive home, I went to the fandango website to buy a ticket for the next day's movie. As I suspected, there was an additional $1.35 "convenience fee" for each ticket. My $7.25 senior citizen ticket would become an $8.60 ticket. There should be a huge disclaimer on these "gift cards" that they can only be used to purchase movie tickets online and that there is an additional "convenience fee" added to the price of each ticket. Better yet, these rip-off "gift cards" should not be sold in retail stores at all. I feel worse for the young couple who gave me the gift cards than I do for myself. $45.00 is a lot of money for them, and they thought it was such a wonderful gift. I am beyond furious.

They charge you twice and then refuse to issue a refund, based on policy. I was able to get a refund from the movie theater for the tickets, but was told I would have to contact Fandango to refund the service charge. Fandango refuses to refund the service charge, after they double charged my card. The movie theater, Razorback Cinema in Fayetteville, AR, says this happens all the time. After speaking to Tony, a Senior Agent with Fandango, he stuck to the policy of no refunds. Tony said he will forward to corporate office who should respond in 5-7 business days, but was real quick to imply that nothing will be done. It didn't take them 5-7 minutes to overcharge my card. Thieves, they are counting on you to give up.

If I could give this 0 stars I would! Fandango has the worst customer service! I order tickets and never got the confirmation email. They only have you enter your email once, so I wondered if maybe I missed a letter. Why would they only have you input your email once?! I then wanted to exchange for a later time so I called their service number. They have an option on the electronic prompt to choose someone to speak to regarding refunds. When I finally spoke with someone they told me that fandango and regal have a strict no refund policy! I asked why there was an option in the first place if they cant do it?! He then told me that they can't exchange either and that my best option is to buy the tickes for the time I want, call them back with the new order number and ask to refund the old ones where they will send to their investigations department that will contact me in 3-5 business days letting me know if they can refund me or not. They wanted me to buy two sets of tickets to be contacted to see if they can refund me! I asked to speak to a supervisor and he stated there was no one available. I asked to be placed on hold until one became available, he said "its not good customer service to have me wait on hold" well its not good customerservice to tell me to buy my tickes a second time to only tell me that they may or may not reimburse me. I told him I wanted to be contacted by a supervisor as soon as one became available by phone and he told me their phones don't dial out! I work at a call center and I know that this is not the case. He then promised me that I will get an emial from a supervisor that night. This was on wednesday, I didnt get an email until saturday. Worst customer service ever. I then called regal and they told me I could exchange them at the theater.

I signed up and purchased tickets last night and
specifically asked to not receive marketing emails in the privacy settings. This morning I received two SPAMS and there is no opt-out at the bottom. (a violation internet rules). I rechecked my settings and no communication boxes were checked. So I got online with their chat and complained. The agent checked and came back and said I have reset your account and you will not receive any marketing emails, I have fixed it. 5 minutes later I got a SPAM email with 90% advertisements asking to review the movie I went to last night. This email did have an opt-out box specific to "reviews". Don't they understand what "I do not want to be communicated with" means? This is a sleasy company that has no privacy protections and you should never connect with them if you value your privacy.

Purchased movie theater tickets online and paid with PayPal. Website could not print tickets or text to mobile as indicated. When I complained via Web Chat, they said they would look in and couldn't find the confirmation number that their email showed. Said it would take 7-10 days to let me know if I could get a refund. Asked them to void PayPal charge. Would not do so, said that they might directly refund at some future point. Would have to look into it. It is now 10 days and the charge is still "Pending" at PayPal and I have had no contact from Fandango. I spent an inordinate amount of time communicating with them, but apparently no one has the authority to do more than forward on my demand for the PayPal charge to be cancelled.

New York City: I purchased two tickets via Fandango 08/07/2014. Their website directed me to a theater in another state.
When I contacted them via their live customer support stated that their website directed me to a theater in another state, Tiffany informed me that they would not refund either my purchase OR my AMC Rewards Credit. Essentially I am out the entire transaction. I requested to be put through to a Supervisor and was told that no Supervisor was available (I printed the transcript). I was given a telephone number for Fandango Voice Customer Support at: [protected] which I then called. Louisa told me the same thing. They are "sorry" but can't help. I asked for a Supervisor and was told that none was available. Persistently I informed them that it wasn't feasible that an organization couldn't have a manager available during business hours. I told Louisa that I would respectfully requested that she give me a manager's name and their hours that they worked and that I would call back during that time. She placed my on hold and tried to place the purchase onus on me and I corrected her that her website caused the issue. That's when she informed me that my call was being recorded. I made Louisa then state the their website caused the issue and that Fandango refused to refund me for my purchase and that they were also retaining my $10 from my AMC Rewards.

Move over, there's a new F word in town. I could not be more disgusted with this company. I will never ever buy/give/use a F card again and will tell everyone I know why it is not worth it. Read other complaints and you can see I am not alone. They do not accept their F cards as cash at theatres so you have to purchase at their F online site and pay their online F fees per ticket (how nice for them). Then to try and redeem and checkout if you need to pay it has some bassackward nonfunctional system that says there is an it internal error and directs you to "F click here" when you do, you get no explanation as to why there was an error, you are simply sent straight back to the same F checkout window where you re-enter with the same results over and over and over. WTFandango? Everyone's time is worth more than navigating their system is worth. By then, the movie is going to start, you just need to skip the card use, and head out the door. But, wait, there's live F chat! Don't bother. The matter of your time and major inconvenience is not their concern. They have missed the customer service mark on this one- by the time someone is so irritated and taking the time to live chat, it is beyond just "how can I please spend more time trying to buy my ticket." They've got your money and they'd like to not give you a ticket in exchange. You won't be heard.

Tried repeatedly to redeem my gift card, obtained "live chat help" and was of no help and unable to make it work even with my providing him the code numbers. After an hour of "live chat help" trying to help they told me it might be a problem with my computer. $100 was given to this company and no satisfactory means of redeeming was provided. I will be having the gifter cancel this transaction on their credit card and get their money back and I strongly encourage everyone to not use the Fandango web site.

I would advise you not to purchase Fandango gift cards this holiday season. To begin with they charge $1.25 to use the card for a $9.75 theater admission. When I used the card I wasn't able to get the senior discount. I used the card online fifteen minutes before I needed to leave for the movie. Fandango didn't send the confirmation until thirty minutes later and I had already left for the theater. When I returned I called their customer service number to ask for a refund and after holding for fifty minutes I gave up. It wasn't worth it to me to waste so much time to get an eleven dollar refund. You might be able to use the card if you reserve the movie plenty early and don't mind the $1.25 charge each time you use it.

Alphonzo (Listening)

Alphonzo: Thank you for contacting Fandango Customer Support. My name is Alphonzo. How may I assist you today?
adam : I attempted to purchase tickets for iron man, bluffton sc Cinemark, was charged 3 times, got a message "we are having trouble reserving tickets" . Now I am out 70 bucks and no tickets
Alphonzo: I'm sorry you are having trouble with that error message. I would be happy to pull up the transaction and find out what happened to your order.
adam : thanks
adam : what information do you need
adam : hello?
adam : are u there?
Alphonzo: Please give me a few moments while I research your request.
Alphonzo: Searching our system I found the 3 charges you are referring to. It seems that during your purchase attempt the theater started an update which interrupted our connection to the box office. When this happened the transaction was voided; however it seems that a temporary hold was placed on your account.

Generally these holds release in 3-5 business days. However, if you contact your card provider directly they can provide you with specific information for their company.
adam : so, just so I understand, fandango screwed up, my money is hostage for the next 5 days, and I have no tickets? how is that right?
Alphonzo: It wasn't exactly a Fandango error. From what I can see, the theater started updating their information on the Fandango website, which caused a connection error. You may contact your bank, in some cases they can release the funds sooner than the given timframe.
adam : yet, it took 30 min to get a cs rep. and fandango phone system indicates there Is a unusually large amount of calls, which is indicative of an error on Fadango's part. This is total crap. I know it isn't your fault, and you are just doing your job, but I am angry.
adam : why should I ever use fandango again. as a mattr of fact, im posting this convo on facebook, twitter, google and anywhere else I can if I don't get osme sort of satisfaction. that is crappy customer service on fandangos part.
Alphonzo: Unfortunately, there is nothing more I can do. Your bank still has your money. Again, you can contact the bank to see if they are able to release your funds.
adam : so then, the company encourages reps to lie and say it was the theaters fault, holds money hostage and refuses to sell tickets. nice.

My sister gave me a Fandango gift card for $25.00. I looked up the theaters in my area that use Fandango. My husband and I went to three theaters that supposedly accepted the card, and were told "no". Then, when we finally found a theater that did accept the card, they refused to take it over the counter. They said "you have to do it online". But now we're 30 minutes from home, and the movie starts in 10 minutes. My husband used his cell phone to redeem the card. Fandango charges an additional fee... FOR USING THE INTERNET... which we were forced to do. Now the bill is fifty cents higher than the amount on the gift card. So I have to stand there and put my credit card number into a cell phone in a crowded theater lobby to pay a lousy fifty cents so we can HOPEFULLY get into the theater before the movie starts. What a rip off. They get money on both ends? The gift giver pays for buying the card, and the gift receiver pays for using it? And "most major theaters" accept the card, only they really don't? They should rename this company "Fiasco".

Convenient if everything works well. However, Fandango was not willing to resolve a dispute. They accepted a credit card that was not accepted at the movie theater kiosk. Therefore, purchased tickets were not available. Their recommended remediation could not be accomplished because they had not provided information that they said was needed to contact the theater. Poor service ruins a good idea. I will not be able to trust this vendor again.

I purchased a gift card for my brother-in-law who helped me do some work at my home in Tampa, FL. He and his wife tried using the card at Rogers Cinema in Wisconsin Rapids, WI shortly after receiving it and the cinema did not honor it. So, when they returned to this year for a visit, I tried to get back the $50 I spent for the card and the idiots at Fandango wrote that the card should have been used within 90 days of the purchase and that my complaint should have been sent in within 90 days. This is total ###. The folks to whom I sent that card live in the wilds and don't get out often. They returned the card to us on their visit to us this year and we were sent an email from Frandago stating cannot use that money even now, due to the 90 day limitation. This is not good policy, and I recommend that no one use these ### EVER. Not once, while I was purchasing the gift card was I notified there was a 90 day limit on the use of the card, and now I'm told I gave my money to them for free, without getting anything at all in return. They stole my money, plain and simple, and I do not recommend to others using them, EVER. I shall write many of reviews to as many websites as I can about Fandango's evil ways. The name Fandango will be associated with the worst businesses online if what I write is heard.

Buying a "deal" for Fandango via LivingSocial is a very bad idea! There are hidden expiration dates that don't appear on the voucher you print out, then Fandango cuts your savings to the point of costing you more than if you never went to Fandango to begin with. I had a horrible experience with customer service reps "Colin" and "Tony" and received no satisfaction. I recommend using entertainment book savings coupons or costco/AAA discount tickets at the box office, and skipping Fandango and their paper bag puppets and poor customer service. This deal was no deal!

Fandango is perhaps the worst run company in the history of mass entertainment. Apparently buying tickets for a 12:35 am showing on Saturday July 21st REALLY means you are buying tickets for 12:35 am on Sunday July 22nd. The confirmation email sent clearly stated 12:35 am Saturday July 21st 2012 as the date of the movie. Furthermore, their customer service reps will then proceed to fight with you. Their level 1 representative lied about what information my order confirmation provided stating that Sunday Morning was printed on the email and confirmation page. Their supervisor then explain that Ishould understand the inner workings of theater operations because I would have known when my movie was actually playing.

No compensation offered beyond a refund for putting their customer out and ruining an enjoyable evening. Let this be a lesson, for want of a silly $5 credit on future purchases, Fandango has permanently lost this customer and hopefully any other customers I can persuade.

I had ordered tickets from Fandango and unfortunately had the wrong date on them. I called cust svc and waited 2x for over 20 minutes...When I inquired to either have dates changed or refund my money, I was informed they could do neither. I had to repurchase a ticket before they could refund my money then I had to call back. Terrible policies and a ripoff. I ended up speaking to 3 people and then asked for a supervisor ( I waited on the phone for another 17 min). HORRIBLE CUST SVC. She did eventually return my money but it was only after I had told her I filed a grievance with Pay-pal and the BBB. I will never use them again and I will be sure and tell everyone I know.