[Resolved]  PVR Cinemas — gross mismanagement at pvr anupam, delhi

Address:	New Delhi, Delhi
Website:	pvrcinemas.com

Date of the incident: 22nd october, after 10:45pm
Place: pvr anupam, delhi

Incident description:
We are 2 iit delhi graduates who went to see a movie 'badhai ho' at the show timing of 10:45 pm at pvr anupam on the 22nd oct. On reaching there by 10:55, there was usual checking at the entrance to the building and we were told by the ticket checker to go to audi 4, 3rd floor to see our show.
We went to audi 4 which was playing the movie 'badhai ho' and sat on front row seats as we were already late. After only about 40 mins the movie ended.
We were extremely shocked to find out that we were misled to the wrong audi. Instead of exiting from exit door, we went to audi 1, 2nd floor, where the actual show i booked was being shown and it was disheartening to find out that it was intermission in next 15 minutes. Please note that there was no staff present at the entrance of audi 4 or audi 1 who could have guided us and prevented this from happening.
We then went to talk to the management about what happened and requested them to allow us to sit in another audi on unbooked seats (In this audi the show was to begin at 11:45). After listening to us, the manager named rahul simply refused to acknowledge that their staff could misguide us and said that we are lying because we want to see the movie again (Who would do that!). He said that he cannot allow us to sit in another audi and asked us to go back to our booked show. After trying hard to convince the manager that we are not lying, the manager said, "ek karma karo, aap hamari complaint kardo email pe iss incident ke bare me, hum dekh lenge kya hota hai".
Finally i had no choice but to make a small video of his responses to me (Things got heated up due to the video making) wherein he simply is unwilling to help. I have attached the video in this complaint.

Key questions/points:
1- how could i simply walk into audi 4 and sit there for an hour until the movie ended and then go to audi 1? Should it be that easy to move around from one movie theatre to another? In this manner, a person can see any number of movies, because there was no staff to check if a person is watching the right movie. Please check their cameras if they say i'm lying. If the sole responsibility lies on customer, what is the need to appoint the staff other than the ticket checker at all.
2- he said there is a counting procedure so he cannot allow me to sit in another audi. But then how was i able to watch the movie in audi 4 until it ended and wasted my time. There was no procedure and it was their fault that i went to wrong audi so they must accept their responsibility.
3- i did not dream of audi 4 on my own sir. Despite the ticket, i was led into believing that the movie is in audi 4 only because the staff said so. There could have been the possibility of shifting the show to another audi for some reason or ticket displaying the wrong audi. For any customer, if the staff tells her/him to go to audi 4, she/he will definitely believe them assuming that ticket might be showing wrong and the staff knows better.

4- i have also written to pvr cinemas. There is no response from them.
5- they may say that video making was unacceptable to which they must answer this: what choice was i left with? Until the video-making, they did not even take me seriously and i have to give the consumer complaints forum something to get justice. The manager was gesturing as if we can't do anything and complaining on email hardly helps.

Solution desired: money refund and a written apology from the manager for being unexpectedly rude and calling us liars from the beginning. We don't want to see the movie anymore.