Fandango Media
Reviews and Complaints

Crooks!
Reserved seats far too close to the screen-left & attempted to get refunded by phone... Put on hold-hell for more than forty minutes!
Told a refund isn't possible because... The movie had already started! Huh?
If it seems like a scam... It is!
Crap-hats refuse to refund because... Well you guessed it... The movie had already started.
My advice? Do not purchase tickets from crap-hats!
Oh! And let's not forget - when trying to buy the tickets - I couldn't because of repeated "internal errors. Please try later" messages.
3 attempts before getting tickets & guess again?!
Charged for all 4 purchases!
2-tickets! $80!
Crap-hat crooks!
Go anywhere else to buy tickets to anything these crap-hats sell!
Do not use fandango.

They are liars and are robbing movie goers. I purchased tickets and couldn't make the show so I cancelled and requested my fandango account to be credited. I never recieved an email confirming this and when I checked my bank account fandango charges were taken from my bank for $28.48 so they stole 28.48 from me and now they're playing games and not refunding me my money. They need to be reported to BBB. I have bank statements to prove what I say and they keep dancing around the fact trying to tell me that it was refunded to my bank account yet I asked for it to be credited to my fandango account. I'm done with Fandango and I'll make sure others are aware of the scam that they're trying to pull. Smh

I tried buying movie tickets through fandango website but everytime I was done it said error, I tried twice, so both times I was charged but I received no email or tickets, they still took my money. I called and told them about the problem and they just left me on hold. I want my money back, it's like 60$.. my card still says processing but the 60$ aren't available, they actually removed them from my total balance & i didn't even get my tickets. I just want my money back

I attempted to purchase tickets for Boss Baby as the last activity for my son before heading back to school after spring break. I received and error stating that I put in the wrong zip
code but my card was still charged. I was basically called a liar by the supervisor I spoke to and she didn't even apologize for my inconvenience. I offered to provide proof due to I took a screen shot of the error message and the pending "purchase" according to my bank. Looks like I will be disputing the charge with my bank once it post. If the zip was wrong it shouldn't have authorized anything. As a single parent I have a strict budget and can't afford to lose funds with nothing in return. I will never purchase tickets through fandango again.

I purchased my ticket at about 2:15pm. Movie was at 2:30pm. No ticket sent via email or appeared on my account. On hold with fandango for 10 minutes until a rep (Natalie) picked up to transfer me to a surpervisor (Elizabeth) after denying my exchange. Supervisor would not exchange and stated she would contact corporate. Did not have a number for corporate to provide me with.

I did not need a refund only to exchange a ticket to see the 3:30 show. I paid for the 3:30 show and should receive a refund for 2:30pm as the ticket was not provided.

Conveniently it appear on my account and via email after the call.

Ridiculous!

So this past Saturday I went on line and booked 4 tickets to watch boss baby at a theater that requires you to reserve your seats. The following day we drove 1 hour to the city the theater is located at, we got there and went to find our seats. Someone was already sitting in them though, I told them they were in our seats but to our surprise they pulled out their tickets and sure enough they were also their seats. I went to find a manager and that's when he informed me that FANDANGO DOUBLE BOOKS SEATS! He went and tried to find other seats for us but they were all sold out already the next viewing wasn't for another 2 hours and we didn't have time to wait. So we decided we would drive all the way across town to the other theater that had a showing in 30 minutes. I once again booked my tickets online thinking that would be proof that we weren't able to watch the first showing. So I spent around $70 on movie tickets yesterday thinking I would get a return for the first movie. Since then I've called 5 times never able to get through to someone even though I wait for 20 plus minutes. I tried the online help site and waited and waited and waited I finally got through to someone but just as I was replying with my problem he disconnected. I was pissed. So I can wait 20 plus minutes for you, but you can't wait 10 seconds for my response? So I got the website again and waited another 15-20 min only for the guy that helped me to be no help at all. He was rude, and didn't apologize on the behalf of fandango. I have worked in costumer services before and always apologized when there was a problem even if I had nothing to do with the problem. Anyways I got back on the phone line and waited 40 minutes, finally a girl came on asked me what I needed. She couldn't really help me but she showed a lot more empathy, and I appreciated that. I probably will never use fandango again though, their great... right up until something goes wrong then they absolutely impossible to get ahold of so u can fix your problems.

I purchased 2 tickets to see "King" in 3D for my son and I. A glitch in the fandango app defaulted my tickets to the wrong theatre, even though I selected the right theatre. Because there was an extensive wait time to speak with a customer service agent, I ended buying 2 more tickets at the theatre I originally selected. Fandango refused to do a FULL refund, even though the error was with their app. There was a total lack of empathy with the customer service rep.

I purchased tickets for Beauty and the Beast in Feb. went to movies last night and could not access tickets ! I had two children waiting to see the movies and it would not accept my credit card ( I bought through pay pal-but my account is linked up with my Wells Fargo Credit card) it would not let me use it-it stated that the credit card was not the one used and locked me out of the kiosk! I attempted to put in confirmation number but I was locked out and the movie was sold out-so my two grandchildren did not get to see it ! I paid $50.00 for one adult-two seniors and two children tickets-I attempted to get the mananger of the Pinnacle Theaters is Gulf Shores Alabama to help me but they only handed me a clipboard with a # for Fandango and I called and was given another # and then could not get through. I then got home and did live chat with an operator named Jessie who refused to let me speak to a supervisor and was rude (I have the copy of the conversation) I have now opened a fraud charge with PayPal and I am opening a fraud investigation with Wells Fargo on Monday (March 19th)I have contacted my local theater-talked with the Manager Christian Kidd (who contacted Fandango for me) and she was advised that since I was upset (who wouldnt be) that they had to escalate it further...WHAT DOES THIS MEAN? I want a full refund of my money -for TICKETS I COULD NOT ACCESS--then-Fandango advised her that I should have just used the confirmation # since it was PayPal..really-maybe someone should have advised me of this-I STILL DID NOT GET THE TICKETS THAT I HAD PURCHASED-that is considered FRAUD-PLEASE ADVISE HOW TO PROCEED and how do you plan on resolving this issue?

Today we tried to use a gift card given as a gift. The website said there was a balance of $25. We tried to use it on a computer and a phone both said it was not valid. We tried to call the 866 # and were put on eternal hold and could not reach a human. We used chat and waited 65 minutes to get thru and they said, "there is a balance" it should work. Duh...I knew that but it DIDN'T work. They said used another web browser - we had tried multiple sources and that didn't work. Then they said, "our system is updating and customers are having a hard time using their cards." On a Sunday afternoon they are updating their system?! SOLUTION: DON'T EVER PURCHASE OR GIVE AS A GIFT A FANDANGO GIFT CARD. PERIOD. END OF STORY. AND TELL 100 PEOPLE THE SAME THING EVERY CHANCE YOU GET.

Today is March 6th and I am currently on the phone waiting for their customer service to pick up. It's now been 50 mins and nothing. I haven't dealt with such crappy service in a long time. Great job Fandango! You have now lost another customer. The reason I was calling, since you won't answer, is that you have charged me TWICE for my tickets. I would like my money back. I could have driven to the theater and bought the tickets myself and still be home before someone decides to pick up this phone call. It only takes one time to make someone hate your company. Congrats again.

I won two Fandango movie tickets from World Market. I was to claim them by 1/31/17. I did try to claim them about Jan 25 for a 28th show. Your software had a bug and gave me a message that the code had expired. I called Fandango and got the run around.

I sent a copy of the email as an attachment to someone who answered the phone, got a male manager who said he was named Corey, and had to send him the same attachment.

Then Corey said it had to go to some committee (really for 2, $12.00 tickets) to get okay’ed. He said it would take three-four days. I called about six days later.

The person on the phone said there was no Corey that she knew of no one who worked there. I asked if she had any record of my call on about Dec 25. No, she had nothing under my name. And of course there was no meeting.

I wrote all the execs at Fandango. None wrote back. Put this letter on Fandango facebook. No one wrote back. It has been a long time since I have experienced such a horrible company.

I purchased a ticket to watch 50 shades Darker on 2/10 for the 10pm show i was unable to make it. have not used my ticket and i was told i cant change it for another day . that is fraud your telling me you get to keep my money for something i never used. if this is not fixed i will report it as high as i can as a fraud. I am very disappointed used fandango before never thought this is the service i would get. i would like for a supervisor to contact me [protected] Sasha . THANKS

A glitch in the fandango app defaulted my tickets to the wrong theatre even though i selected the right theatre. In the fandango app, I selected my cinema of choice. Purchased tickets for showtime 10:15pm. Was in line at 10:05pm and the teller tried scanning, but would not work. After some further research he told me the tickets were for another cinema and that I would have to contact fandango for a refund. I purchased tickets there so I catch the show and at the same time called Fandango. I was on hold for a long time all the way up until the actual movie started and never got to exchange. I figured i would call the next day and get an exchange, but their policy is that if the show time passes you cannot exchange or refund. After over 2 hours with phone calls and chats and after escalating to a manager, Fandango refused to supply me with 2 new tickets. They were very rude and told me it was a user error and that I must have selected the wrong theatre. However, i'm very tech savy and I know for a fact I selected the correct theatre at Salisbury Regal Cinema stadium 16 in Maryland. Yet the tickets were for a cinema in dover delaware a whole other state. I gave them a final chance to make good on this before i start sharing this negative experience through reviews and also put a complaint in with the Better Business Bureau, but still they refused to make good on this terrible experience. You are better off ordering tickets directly from the theatre and save yourself money from paying them convenience fees.

VIP accounts accepting the refund policy terms user license and agreement etc. Fandango will not issue a refund after showtime no matter what unexpected or expected circumstance happened. Clearly, when you walk into the theater a ticket master processes your confirmation number. This should store who made it to the show. So, since I never made the screening time, why is it that as it seems obvious I didn't attend I don't get a refund? The unwillingness for certain exceptions is unreasonable. If there was an emergency? Forget it. They keep all proceeds you didn't use if its after showtime.

They do have a lot of good features for pre-ordering tickets, but the high penalty for customers is unreasonable.

1/22/2017 - is the date of the incident

A0170364452

purchased 5 tickets for a show through Fandango.
got to the box office and purchased better seats.
box office said to get a refund from Fandango we needed to go to AMC customer service.
customer service gave us the number to call.
we called within 2 minutes and requested a refund.
Fandango rep (Akela) said we needed to set up a VIP account on line to request a refund before the show time.
tried to create an account on mobile device with cust service rep on phone the app would not accept my email address and the 5:10 show time as approaching. Told Akela that I would not be able to set account up prior to show time. she assured me that she would send me an email with the link to create an account prior to the show time and that would be enough to show that everything was done/initiated prior to show time. We enjoyed the show (with our theater/venue purchased tickets not the Fandango tickets). Once home set up the VIP account and requested the refund through their website as instructed. Would not accept request because it was after the show time. had on-line chat with cust service rep Samantha who said she would forward to Corporate for review of refund. I asked what are they going to review when you haven't heard all of the situation. at that point she allowed me to give all the information and said she would send the information to corporate and i would hear the determination within 3-5 days. i received an email denying the refund because it was after the show time. when i called back (after being on hold for 40 minutes) they then said it was because the tickets weren't surrendered, then because it was after the show time excuse upon excuse upon excuse. it was ridiculous! i told them that i would happily take the fully in tact unused tickets back to the theater and was told nope sorry. i was told at any time to surrender the tickets and the theater did not take them back. so we have paid for 10 tickets and only used 5.
I have the tickets, emails, chat logs.
I want a refund.

I tried to cancel tickets due to a snow storm, even the theater was closed. After 2 hours on line waiting for chat, and 5 emails with a rep called Ashley I still have no decent response. I call and get hold of a rep that stated "Ashley" never followed up so she calls the theater and confirms that they were closed (what difference does it make over a few lousy dollars?! I initiated my refund PRIOR to the movie starting time anyway). Then she tells me yes the theater was closed and no you didn't use your ticket but you have to wait for CORPORATE to get back to you! I ask for the fandango supervisor as she tells me Ashley has to follow up. WTH? I am disgusted with this company and never heard of such bull and all this running around to get my money back.

Received a $15 Fandango gift card from a friend. When I tried to redeem the gift card on the Fandango website it said it was an inactive card. Called customer service and waited for 20 minutes on hold to speak to a man named Kelly who looked up the card via the card number and pin. It turned out the store the card was purchased from had not activated the card prior to selling it. Kelly told me I would need to go back to the store with the receipt to have them activate the gift card.

Since this was given as a gift I was not going to ask my friend to find the receipt and go through this process. Kelly informed me there was nothing Fandango could do because the store didn't activate the card.

I would like to be reimbursed with an activated $15 fandango gift card or $15 in credit on the fandango website. That's all.

I received a Fandango gift card as a birthday gift and proceeded to purchase two tickets to see Rogue One: A Star Wars Story playing at a local theater on January 14, 2017.

I purchased the tickets on my iPad the evening before (1/13/17) without incident. I received my purchase confirmation, but simply closed the window figuring that I'd receive everything by email, as it stated, so I could show the QR codes (as normal) at the theatre the next day.

Well, I never received my confirmation. And here's where all of the issues start. Because I checked out as a 'guest' there was NO way to access my tickets. Apparently, I missed an 'e' in my email address on my ipad (easy to do)...so I did live chat. Had to wait over 30 minutes to get in touch with someone! Called, too, to see if it was quicker -- waited over 25 minutes!

The wait times are excessive. Rep said "oh, we're a few people short and can't control the wait time." There is no phone number listed on the website -- I had to Google search it! There is no option to "VERIFY" your email address to avoid mistypes. There is no option to search by your mobile phone number. Nothing.

If Fandango is going to offer customers the option to checkout as a guest, then you need to offer options to search for your purchase OTHER than just an email address! Or, at the very least, you need to have safeguards in place to ensure that the information being submitted is correct -- ESPECIALLY if it is the only option for contact.

I will not be using this service again. And, my friend who bought me the gift card was so incredibly embarrassed that I had to waste over an hour of my time to simply buy movie tickets, said she will never purchase anyone a gift card from Fandango again for fear of putting them through the same thing!

Something as simple as this should have been able to be fixed with much less trouble. As a business owner myself, I try to overlook these things because I can sometimes understand the other side of things. But this was just ridiculous. I understand the error was mine, but it is also exceptionally easy to avoid and to correct in just a minute or two. If I made my customers wait like this, I'd have far fewer customers.

Unfortunately, you have two fewer customers today, Fandango, due to a wait time and a missed letter. :o(

I bought $50 worth of movie tickets online. I tried to cancel them, but when I needed help from customer service, I was #70 in line. Seventy. They have refused to give me my $50 back because I took too long to cancel. Um... Because I was number seventy in line!

I did not get to see the movie. They stole $50 from me. They have every capability to see that the ticket barcodes were not scanned at the theaters. It's obvious that no one used the tickets.

I ordered a Fandango Dinner & Movie Gift Card on December 19, 2016. The card was to be delivered via email within the hour. My credit card was charged immediately and I received an email from Fandango that the order had been placed. I found out on Christmas morning that the card was never sent. I waited on web chat for over an hour and when I was number 1 in the queue I was disconnected.