Pvr lulu mall kochi - Complaint Regarding Online Food Ordering Experience at PVR Lulu Mall Kochi

Dear PVR Customer Care Team,

I am writing to express my disappointment regarding the food ordering experience during my visit to PVR Lulu Mall, Kochi.

Movie Details:
• Date: Today
• Show Time: *:** PM
• Language: Malayalam
• Booking ID: TWADDHK

While booking the tickets online, I also ordered add-on food. My understanding was that online food booking is meant to avoid queues and ensure timely service inside the theatre. However, this expectation was not met.

After the movie ended at around **:** PM, I approached the food counter only to be informed that online food orders must be manually reported at the counter, after which the preparation begins. This completely defeats the purpose of online ordering. If customers are expected to stand at the counter and initiate preparation themselves, there is effectively no difference between online ordering and counter ordering.

Customers are not mind readers, and in cases where this critical detail is missed, the entire food order becomes meaningless — as happened in my case. Throughout the movie, I was hungry despite having paid over ₹**** for tickets and food combined.

Adding to the frustration, I was initially told that online orders cannot be parcelled, only to have the food eventually parcelled after further discussion. The only response repeatedly given by staff was, “It’s the rule, we can’t do anything.” This raises a serious question — who exactly benefits from this rule, if not the customer?

At such a late hour, being forced to wait again for food preparation after the movie was extremely inconvenient and avoidable. This experience significantly impacted what should have been a relaxing movie outing.

I request PVR to:

Clearly communicate the food pickup process during online booking

Reconsider this policy, as it defeats the purpose of advance ordering

Provide appropriate compensation or resolution for the inconvenience caused

I hope this feedback will be taken seriously and used to improve the customer experience.

Looking forward to your response.

Regards,
Jimmy Thomas
Kochi