PVR Cinemas — complaint regarding non-refund and poor customer service

Dear Sir/Madam,

I am writing to formally lodge a complaint against PVR INOX Limited regarding an issue with my recent ticket booking and the subsequent lack of response from their customer service team.

On July 5, 2024, I booked two movie tickets for the film "KALKI 2898 AD" at the PVR Heritage RSL ECR Chennai, mistakenly selecting this cinema theater that is significantly farther from my location instead of my nearby cinema theater.

The booking details are as follows:
- Show Date: July 6, 2024
- Show Time: 10:45 AM
- Seats: F2, F1
- Booking ID: T6A4KZB

Upon realizing the error, I promptly sent a request email on the same day to either change the show location to my nearby theater or cancel both tickets entirely. Despite my immediate request, I received a response only after the show had ended, which stated that my request could not be accommodated due to your terms and conditions. The delay in their response left me unable to attend the show or make alternative arrangements, resulting in a financial loss of ₹526.36. Had they responded in a timely manner, I would have been able to attend the show, thereby mitigating my loss.

Their terms and conditions state:
- No refunds for payments made with gift cards.
- No partial cancellations for multiple payment modes.
- The entire transaction must be canceled for a refund.

However, the terms do not explicitly address full cancellations involving multiple payment modes. Given that my payment involved both a gift card and a credit card, this situation falls into a gray area not adequately covered by their existing policies.

Additionally, the significant delay in responding to my request demonstrates a lack of proper customer service and has directly led to my financial loss. This delay violates my consumer rights, as timely communication is a critical aspect of service delivery. Despite multiple follow-up emails, I have not received any further responses from their team, exacerbating the issue and indicating a disregard for customer concerns.

I hereby request from PVR Cinemas:
1. A full refund of the balance amount paid by my credit card, excluding the gift card value, due to the inconvenience and financial loss caused by the delayed response.
2. An explanation for the delay in responding to my initial request and subsequent emails.
3. Assurance that such issues will be addressed promptly in the future to prevent similar occurrences for other customers.