Picturehouse At FACT

"First visit to Picturehouse at FACT. Unfortunately not a good experience.  Apparently, the projector was broken. The result was that we were sat  watching a film that was so dark it was barely visible!! Needless to say, many people walked out of the film auditorium. When we spoke to staff, they told us that they had been aware of the fault on the projector prior to the start of the film, but had chosen not to inform the audience . Instead, they told us that they had decided to let the audience watch the film. If the audience had a problem with it, they could claim a refund if they approached staff with their complaint. Seems to me they were putting profits before customer satisfaction. They seemed to be hoping that the audience would put up with the poor viewing experience. If the audience then left without complaining, there would be no need to make any refunds! Luckily, we did complain and received a refund. However, there were people still in the auditorium watching the film when we left. If they were not informed of the projector problem and offered a refund without having to make a formal complaint to staff, then I think this is extremely poor customer service by FACT! Although I received a refund for my cinema ticket, I was still out of pocket in that I had used petrol and paid substantial parking charges in order to visit FACT. I had also purchased drinks in their cafe! No compensation was offered for my inconvenience. Free tickets for a further visit to FACT would have been a nice gesture. I would suggest to Picturehouse at FACT, that if in the future they are aware of problems with the film projector prior to a performance, then they should cancel the said performance immediately and notify audience members accordingly. Indeed, FACT had my email address and could have emailed me prior to the performance to let me know of the projector difficulties and given me a refund. This would have saved me the cost of petrol, expensive parking and drinks! If it was not possible to contact me by email then they could have let me know when I arrived at the cinema. I could have then gone home, consequently reducing the incurred parking charges and avoiding drinks charges. All in all, this was a very negative experience at Picturehouse at FACT. I will be unlikely to visit this venue in future, and won't be recommending it to friends."

"One of the two cinemas I frequent in town, good seats and spacing, lots of art and other things to do in the building like Merv's movie quiz."

"Fact cinemas are wonderful. Very comfortable and spacious seating. Staff always helpful. Havent tried the cafe yet but it looks really good. Thoroughly recommend."

"My favourite go to cinema. Great place to chill with a drink in the fab bar area. Have a bit of lunch in the café then watch the next big film premiere in the comfy reclining seats. Membership is great value with 4 free films. Some great deals with silver screen when you can have a free beverage and biscuits too."

"Great place. Not always mainstream films shown, such is good. It can be very hot whilst waiting to go in to the screens when you're on the waiting landing. Also, if you're not good with heights then stay downstairs until the screen is ready."