Each week we are looking at two shops competing in the same sector and reviewing what they are offering customers: from how helpful the staff are, to the best bargains currently on offer.
Our review will be based on a visit to stores on the same high street, or online, so it will be just a snapshot of how the retailer is performing.
In order to get a better idea of which retailers are delivering and which are falling short, we would like you to tell us about your experiences of the same shops.
Some weeks, both stores we visit may do a good job, other weeks there will be one that stands out as being much better or worse. Your reviews will help us discover if this is a trend.
This week, we're looking at retailers offering an experience rather than a product, as we compare cinema chains Vue and Odeon. Please continue to tell us which stores you would like us to go to.
Vue
Background Formerly known as SBC International Cinemas, it was renamed in 2003 following the acquisition of 36 Warner Village Cinemas. As of May 2011 Vue owned 68 cinemas with 657 screens in the UK and Ireland.
The visit 11.10am, 18 April 2012, Fulham Broadway.
What it sells Film watching.
First impressions This nine-screen cinema is in a great location on the first floor of the Fulham Broadway shopping centre right by the tube. The entrance is spacious, but was eerily quiet when I visited, with only four customers, all of us to see the Hunger Games. There was a small bar area to the left and in front there were fast food counters. I liked the "try before you buy" VIP seat in the foyer, allowing you to determine whether it was worth paying the extra £1.95.
What were the staff like? Polite – the one who ripped my ticket pointed me in the right direction saying he hoped I would enjoy the film.
Best bargain There was a poster on the high street offering a meal deal at nearby restaurant Bodean's – baby back ribs, fries and coleslaw plus cinema ticket for £15 (Fulham only). At the cinema itself a weekend Kids AM club shows selected children's films for £1.50 a person. They also accept Orange Wednesdays offering 2 for 1.
What does it charge? Prices for adults range from £7.45-£10.50, while children pay between £5.60 and £7.85 depending on time of day and day of the week. Other concessions for students, seniors and families are available. Regular/medium drink and popcorn: £8.25.
Where can I pay? There are several counters at the food area. Service was immediate.
Is loyalty rewarded? A Vue More voucher saves you £1.50 on adult tickets and 75p on all other tickets when you return within two weeks.
Lasting impressions The corridors leading to the auditoriums needed more lighting, though I liked the Singin' in the Rain and Wizard of Oz stills on the walls. On a visit to the toilet I noticed only one soap dispenser had soap in it. The cinema experience was good with comfortable seats, great sound and visual quality. There were people in the row in front of me, but my line of sight was never disturbed. Although this was standard 2D, the cinema also has 3D capability. The floors were popcorn and nacho free, with a member of staff cleaning up after we left.
Overall rating 6.5/10.
Odeon
Background Odeon is the largest cinema chain in the UK, with more than 100 cinemas. It was founded in 1930 by Oscar Deutsch was acquired by J Arthur Rank in 1941, and is now part of Odeon and UCI Cinemas Group.
The visit 1.30pm, 25 April 2012, Wimbledon.
What it sells Film watching.
First impressions Set over two floors, though the ground floor is really just a large entrance with ticket machines and access to the main floor by lift, stairs and an escalator. There are impressive posters of upcoming films, and on the second floor several TV screens play snippets from the various showings that day (there are 12 screens including an Imax). There are ice cream and shake bars alongside the typical cinema snacks. When I walked in there were about 10 mums with buggies for a baby-friendly screening (there is one every Wednesday), which is a great way to attract off-peak audiences.
What were the staff like? They seemed very attentive, with one suggesting films for a couple to see and another helping a lady with a baby.
Best bargain It has a kids' club at weekends – prices vary, but this week's showing would have been £2.50 and for every child ticket an adult goes free. Odeon also takes part in Orange Wednesdays. This branch is offering 30% off your food bill with your cinema ticket at a nearby Casa Nostra.
What does it charge? Prices for adults range from £8.20-£9.70, while children pay between £5.65 and £6.65. There are also discounts for students, seniors and families. Regular/medium drink and popcorn: £7.15.
Where can I pay? There are five pre-paid machines dispensing tickets downstairs and six counters upstairs.
Is loyalty rewarded? The Odeon Premier Club gives you points every time you visit, at a rate of 10 points for each £1 – 800 points will gain you a standard 2D ticket. The card entitles you to 25% discount on a Tuesday.
Lasting impressions The Odeon seemed brighter than Vue, with natural lighting in various places – but that exposed the tired carpets and wall decor. The seats were comfortable, but I was expecting to jump out of mine as I was watching Cabin In The Woods. However, the sound seemed a bit lackluster, although the images were crisp and clear bringing out the goriness of the film.
Overall rating 7/10.
Marc's verdict Both cinemas had impressive auditoriums that made the film experience a good one. However, they need to reduce their pricing, specifically off-peak tickets, to gain more custom. When I went there were fewer than 20 people in each screening and I am sure they could attract more with cheaper tickets. The high price of concessions is also off-putting – £8 for food and a drink is excessive.
Last week
It's fair to say there was only one winner when John Lewis took on Debenhams: the "never-knowlingly-undersold" retailer took 91% of the vote, while just 6% of readers backed Debenhams (3% went for "other").
John Lewis's customer service was praised by several, including mccp who said:
"This is the only store that I have absolute confidence in customer-service wise. In my experience I have returned a VHS recorder that I just didn't like when I tried it out at home – their response: "No problem Sir, exchange or refund?"; expensive saucepan that the lid didn't quite fit - "the manufacturer says that it's your fault, but we're going to give you a new one anyway."
While others liked the fact it is owned by its staff. meljomur said:
"My primary reason for being such a loyal John Lewis customer is because I love their business model. They are a partnership where the employees are treated fairly and own stock in the company."
One fly in the ointment seemed to be the lack of range for younger shoppers – something Debenhams was thought to be doing better. romanathethird said:
"For me it's Debenhams all the way. I love the fact I can try on a combination of clothes from lots of high street brands in one go (Dotty Ps jeans with Oasis tops) and I can always find what I want, at a price I can afford, whether I'm shopping for a posh frock or a bikini. I don't care it's a bit tatty – I can take loads of items into the changing room and I'm not getting wet dashing between 7 different stores on the high street, or undressing just to try on a single pair of trousers."
Let us know which of today's stores you favour, or if you aren't a fan of either or think another store offers better choice or prices.
