I regret to say that my recent encounters with Village Cinemas have been nothing short of frustrating. Our journey began with the challenging task of navigating their perplexing website, which was plagued with technical issues, making the ticket booking process a test of patience. Our woes were compounded upon arrival at our booked event. Despite having secured tickets for the gold class, we were disheartened to learn that our seats were unavailable. Instead of an appropriate solution, we were discreetly moved to the Vmax cinema under less than ideal conditions, which felt like a downgrade rather than an equivalent experience. Attempting to make amends, Village Cinemas offered us gift certificates for future use. Yet, this gesture fell flat when we tried to redeem them at the Jam Factory, only to be told we'd have to sit separately. This baffling seating arrangement further added to our exasperation, leaving us to question the booking system's logic. Our attempts to utilize these complimentary tickets have been a continuous loop of disappointment due to the persistent issues with their service and website. Adding insult to injury, the customer service phone system seems designed to frustrate, looping back to the main menu when selecting the option for gold class inquiries. Since this initial disaster, I have switched to Hoyts and have been pleased with the simplicity and functionality of their service and website. It's a stark contrast to the complexities and inefficiencies I've endured with Village Cinemas. In summary, after numerous chances and repeated letdowns, I bid farewell to Village Cinemas. The difference in customer experience is night and day when compared to their competitors, and it's clear where I'll be spending my time and money in the future.

Haven't been here in quite a few years, visited last Sat night to see the last time sess, for the movie 'Knock at the cabin door' at 9.30pm, (which was 'ok').! We were running slightly late, so we briskly headed in to watch the start of the movie.. Bout half an hour in I quickly ducked out to grab some popcorn & drinks, & the food counter was already closed, whick was 'EXTREMELY DISAPPOINTING'.. They should have the food counter open till at least half an hour before the end of the last movies time slot. So if the last movies finished at 11pm, they should have food accessible till 'AT LEAST 10.30pm, ESPECIALLY ON THE WEEKENDS even if it's not very busy. We felt this was extremely inconvenient, disappointing & unprofessional, had to sit there for nearly 2hrs without even a drink. Terrible.

I want to leave a 1-star because this is the head office of Village Cinemas (for now), but I don't want that rating to reflect on the staff who work in the cinema who have almost always been awesome to deal with. Village Cinemas in general has lost their way, food and drinks going up and up in price, tickets getting increasingly more expensive and the bookings fees growing and growing. Now, we try to use the $8 ticket that costs additional points, and it is going to charge me $11.50 + $1.5 booking fee. To be clear, the $8 ticket costs $13... They have literally zero customer service if you try to contact them other than in the physical cinema. No phone, no email that is actually monitored or actioned... nothing. It's dishonest and poor behaviour.

My partner and I wanted to have the gold class experience and we were very well welcomed and not disappointed until we received our food. We chose a pizza and the burgers. I really don’t understand how this can be called food. One should be ashamed to serve this in a gold class experience, in any experience really. If this was a restaurant, it wouldn’t last a week. The burger was a tasteless piece of paper called patty, with 2 sheets of salad between 2 pieces of bread. Let’s not even talk about the defrost pizza quickly cooked in the oven. This was extremely disappointing. And the cherry on the top is knowing how much we paid for this food!!! For this kind of price you would at least want to have a decent meal!

Gold Class is excellent. The only problem, they were out of most of the vegetarian dishes they serve during the movie. This place is really nice though and makes for an excellent cinematic experience. We sat on the sides but were still able to see the screen with no problem. The staff were kind and courteous, very responsive. The food was okay. Could be better but wasn't bad. We had the falafel wrap and the dipps board. Update: the falafel wrap is off the menu (this really limits the vege options). The tiramisu cake is to be avoided (vegan or not) along with the haloumi pizza. However, the Chips are good. Dipps board is still good. The sticky date pudding is awesome.

My friend and I went to a 1pm movie session today on the standard cinema side, and it was virtually empty. Mind you that scored us excellent customer service and membership advice as well as help with our ticket purchase and munchie selection. The cinema seats were nicely comfortable upright seats, and the theatres are small enough so that the screen is a great viewing size without having to be enormous, and the sound too was good without being too loud. Overall a nice afternoon out with Village membership discounted tickets. Will definitely go to a matinee timed session again. (But not next week when the dreaded school holidays will be upon us!!!!!)

Place was dead for a friday night. The eatery on the lower level had nothing opened and seemed like no restraurants even operated?! had a pram and had to catch 4 elevators to get to the correct section of cinema, as the cinema is on top level with 2 sections and there is no walkway to connect both sections. on the way out, i had to leave my 8 year old son to watch our baby in the pram as we couldn't access the elevator without notifying a staff and their was no staff on the level the cinemas located. just totally ridiculous setup they have their and no atmosphere to the jam factory at all. our first and last time going to the jam factory!! 1.5 stars

8/05/23 Update: Went to see the new Guardians of the Galaxy yesterday afternoon and had orders the loaded wedges without guacamole as have an allergy. As it was dark I was unable to see that when the wedges were delivered, they had guac on them and ate them noting that they tasted not as expected. Once lights were on, I saw that there was in fact guac and have been I’ll for the last 18hrs. Seriously bad. Went to see a movie in cinema three and there was a significant mark in the screen that was very visible. Also had to go up and down two sets of stairs just to get a frozen coke even though they advertise them on both sides and counters.

Plenty of parking spaces at night on mid week ☆5 Staff are very polite and attentive. Their service were fantastic. All beautiful staff guided us about the Gold class ☆5 Modern waiting area and bar ☆5 Cinema room 1 seats and floor had unpleasant smell that needs spring clean ☆1 Tiramisu was more like very sweet cupcake Menu should be stated as chocolate cupcake ☆1 However, it came with the generous amount of vanilla ice cream Thank you ladies ☆5 Long black was full strength coffee with acidity that taste happens when using old coffee beans ☆2 I prefer the modern clean seats

This cinema is great. The parking is good and it is very accessible to all. There are escalators and elevators going up to the cinema. There are big wide open spaces down below in a small mall type courtyard area where you can get a bite to eat before or after you go to the cinema or even if you don’t. The Gold Class service here was great and the cinema was very clean and comfortable. In our experience it was on par with Chadstone or the Melbourne Central Cinema’s. Just on a smaller scale. Which can be perfect if you don’t want all the fuss of going to a bigger place.

Literally the only operating business int he building given the covid restrictions. The check in process was smooth n easy, the theatre outsides are jus like any other village but the screens are a bit old. Seats are older n not reclining or push back, the sound is not latest and hence if you are looking for a surround experience it could be disappointing and the AC was not on for a long time or very mild which was not a great experience on a warm day lik yesterday. Not a bad experience but could have been better.

Not about the cinema as such but rather customer service and complete lack of flexibility. Asked if I could use a Gold Class voucher on a non Gold Class movie due to 9.45pm be the only time available and far too late for 2+ hour movie to which I was told no. Even though the showing I asked to go to had less than 10 people in it so they could have just taken the voucher and let me in as it wasn’t exactly full… given the circumstances you’d think they’d want people to actually go there but apparently not!

Lovely experience, the seats are super comfortable. Service is good, and the cocktails are lovely. The surround speakers sometimes sound like they are distorting, which is rather unpleasant in certain scenes. I've been a few times in the 3 cinemas they have, and it seems to be an issue in each one. Whether it's outdated speakers or outdated amplifiers, I can't tell, but it's mildly ear piercing. Everything else is wonderful. The food is nice. Drinks are wonderful. Overall, it was a nice experience.

Planned a lovely night out. Ordered a full menu ( 5 dishes)from Gold class for our dinner whilst watching the movie. And cocktails. We received out cocktails at the beginning of the movie, that was fine. Then our food did not arrive until well passed half way through the movie and only because we asked. It took away any enjoyment of the night. Desert arrived less than 10 minutes before the movie finished and was left mostly uneaten. All in all a bad experience from Gold class...a big fail

The staff are excellent, and the food is nice, but you can see the same film elsewhere and have a far better experience elsewhere. I was bitterly disappointed by Gold Class at Jam Factory because they've crammed in so many seats that some of them have an awful viewing angle that it distorts the screen so much that it's unwatchable. Disgusting that you can pay upward of $100 for a movie ticket, dinner, and drink, but have your evening ruined by being unable to see the screen clearly.

This Cinema is badly decaying and neglected. The escalators have stopped working, the steep stairs or if you can find them the lift to take you up. The Gold Class Experience was quite dated with the food options not really appetising and expensive. You do best to sit in your own comfy lounge at home & have your favourite food hot, than to have food brought to you at the wrong time and having to send back in the dark because it's cold. No Experience at all. Expensive Excercise.

Sooo….. went to gold class My partner and I drink different wines so we ordered a bottle each. Not to drink it all but so we weren’t interrupted during the movie. We were told because we had ordered a cocktail each we weren’t allowed to. Mind you I hadn’t even drank half of the cocktail and hadn’t drunk beforehand. First world problems but I came to gold class for a good experience and to drink wine while watching a movie. Won’t be back here

Thickened signature milkshake at the cinema? Don't you ever order it. It is just nothing but plain milk with a random flavor. I went yesterday with my friends to see the little mermaid and it was just so frustrating because I ordered a cappuccino milkshake which is meantionend at the menu as thick but all I got was worth than a 3 yo kid making some iced coffee with milk in the morning. Terrible. Don't recommend and I'll.not come back.

Weird experience to go to the cinema in the middle of a pandemic. But not as Weird as not having my ticket checked. No enforcing or checking of QR code check-in. No checking of vaccination status. No checking or enforcement of mask wearing. Staff didn't care unless you wanted to purchase popcorn and a drink for $17. Would I do it again? NO. There's plenty of cinemas around, meet your friends or take your family to a safer one.

so sad about what has happened to this place. i remember it used to be magical to come here. now it’s like a ghost town. there’s zero customer service and the staff that are there are rude and disinterested and look like they would rather be anywhere else. the cinema screen was dull, possibly a bulb missing, with a hot spot in the centre, so standards have really dropped. such a shame. it looks like it has already closed down.

We love going here to watch gold class. It's not too busy, cinema is clean with a large lounge space, there are also plenty of parking around the vacinity. If you need service during the movie, you can conveniently call the staff using the button at your seat. Majority of time customer service is great and if you have any issues you can contact Village via the online inquiry and they're very responsive.

Watched a late night gold class show. Was impressed with the set up, the staff were very attentive, the menu was extensive (like a restaurant). Wish I knew that before I arrived - would have got the coffees I needed at the theatre. The ambience was great, seats were very comfortable. The wait staff take your order and ask when you’d like it to be delivered to you as well. Happy customer.

Usually go gold class but slummed it this time, expected a different experience but didn’t expect to be scowled at by the rude candy bar attendant. Yes we had a big group and yes a couple of the group changed their minds half way through the order, but love your job is literally to serve so instead of rolling your eyes at us and huffing how about a smile and yes I can do that for you!

Filthy cinema. Literally. I was there watching Mission Impossible last night in cinema 3. I was scratching myself like a monkey while watching it. Came home and realise I had an allergic reaction to something in the cinema. Had to take antihistamine. Can attach photo but don’t think then public would appreciate it. Not a good photo, all red, puffy and swollen! Not going back

This venue has the most beautiful lobby. There are tonnes of places to grab some food. The box office is easy to maneuver and they have an easy to understand menu up there. The staff looked like they were having a great time while working and had great customer service towards myself and my family. I loved my experience at this cinema and I can not wait to come back here.

Enjoyed the Gold Class experience with my family. They served food and alcohol as we watched the movie. Good selection of wines and spirits. The food was palatable but not high end. Easy to eat in the dark. The seating is a bit worn out and although reclines it does not have great lumbar. The screen is excellent, very large and the image high Def Digital.

Gold Class was great and the staff are always amazing and the ambiance is fantastic. Post COVID experience was also nothing short of excellent as well for a very late night viewing of the new James Bond. Make sure you try the desert menu, I highly recommend the waffle and Popcorn! Thanks to everyone who works here especially those client facing FOH.

The staff are great. Take advantage of the Gold Pass lounge before to sit and choose your food and drink you want delivered throughout the movie. I accidentally booked for the wrong day and they found me seats on the day I had intended and treat me and my friend really well. The comfy seats and the small screening of the Goldpass are so worth it.

Good cinema located in the heart of South Yarra. The cinema is located on the second floor in the Jam Factory shopping centre on Chapel Street. Staff were friendly and accommodating, the seats were very comfortable. The screen in the vmax theatre was a great size and the sound was amazing. We didn't get any food in the cinema on this visit.

Love the Jam Factory it's sad it taken such a hit since covid a remember my grandmother taking me there to watch films as a small child. Still go regularly and enjoy watching films there but it always seems so quiet considering it's right off chapel St Watched the new hunger games film loved it great place to see a film would recommend

Flawless super easy and efficient online booking. Got the session and seats we wanted. Digital confirmation works effortlessly. Staff at entry point and refreshment kiosk very friendly. Theatre very ergonomically comfortable. Location easily accessible by public transport A super positive experience all round. Definitely going back.

Spoil yourself and make it a real outing with the Gold Class experience, the direct to seat service of food and drink. Go through the menu and decide what your having. We over indulged ourselves with a 3 course feed, drinks and cocktails all whilst we reclined back in our chairs. Awesome experience provided from some amazing staff.

The main screening room is very nice and the seating is great. Large, non-foldable chairs with cup holders in a comfortably large armrest and good leg room. We were seated by the isle on the left side but we still had an unobstructed view of the screen and the audio was well balanced. Good temperature throughout the movie.

I love the jam factory, I saw killers of the flower moon and the cinema was great. The ground floor is a sad shadow of its former self. Also the upstairs bar was empty and they werent sure if they could serve us a couple of drinks... But we did get served and they left after the movie through the dead ground floor mall

My favourite cinema and Gold Class experience in Australia. The interior design of the lounge is so stunning and the menu/service is great. Love the $10 Rose and Raspberry mocktail as a go to. Confused as to why there’s some negative recent reviews as it’s a beautiful space to enjoy a film from. …

Very average food in gold class - possibly due to end of the long weekend? Beef sliders were somehow dry, chewy and zero flavour. No sour cream for wedges (atleast let customers know this prior to ordering because wedges and sourcream go hand in hand) Best thing was the plain popcorn. Staff were excellent.

All in all, a pretty decent cinema experience. The Gold Class here is great (thought the cinema chairs really do need a refresh - years of people eating and drinking in them has not been kind). Spent about $150 on an “experience” package that was worth the money and effort. Would go back …

VPRM cinema is in between vmax and Gold class. Rows of 2 meant the seats were big enough so I could cross my legs. Comfy but the section between the seats needs to be a deep tray not a flat one as its easier to knock things off. Next time I'll go to gold class so I can put my legs up.

The food was disgusting all pre made which I never knew I couldn’t quite understand why every time we went it was not enjoyable. All young staff that couldn’t care less if your Happy or not customers are not really their priority another disappointing night last chance for us all !!

It's all very standard cinema stuff... Except for the service I received at the candy bar from Raymond. That was anything but standard, it was a crash course in how to provide the absolute highest form of service. Thank you Raymond! You made our night surprisingly delightful. :)

Absolutely appalling customer service! Wouldn't extend a voucher for my ill 89 year old grandmother an additional 6 DAYS to enable me to make a booking on her behalf now that she is finally well enough to leave the house. Disgraceful - faith in humanity has been lost once again.

Was invited to see a movie with a larger group by a friend celebrating a birthday. It was a private screening in a cosy cinema in the Gold Class section. As the name suggests service was excellent, with basic food options. The staff were extremely friendly and professional.

Gold Class - Doctor Strange: haven't done this for years. I redeemed a voucher for one of the 2 tickets with their points scheme. Make sure you book in quick to get good seats. Get the set menu that comes with wine and 5 food items for 2. Enjoyable night out overall …

It was very empty, but that could be because we went at 4pm on a weekday. The staff was friendly, the cinema was clean, but one of the drink holders was broken so there is some need for maintenance. Some additional seats outside in the waiting area would also be great.

Been a long time since I last came to the cinema here, and the vacancy rate means it feels like you are in the wrong place entirely. The Cinema itself is up to the Village Brand's standards, but the lack of overall atmosphere makes everything seem a little drab.

The jam factory is a great place to watch movies, that’s it. We got to the theatre and everything was closed except for the cinema with some places completely closed down and no sign of anyone moving in. A pretty dead place to go but the coming is pretty good.

It is what it is. A cinema. Like the rest of the builbing(Jam Factory) Clearly, there are water leaks, as the carpet smelled, mouldy. We thought it was funny we had to pick our seats when there was only three in a very large cinema. (Leftovers from Covid)

Cinemas themselves were great, but the Jam Factory is feeling very sad and empty these days. We also had a group of people yelling and watching things on their phone the whole movie who weren't removed during the film which could've been handled better.

Saw ATSV on Sunday. Amazing film and thankfully I was able to ignore (for the most part) the filthy projector lense, the constant readjustments of the projector during the movie and the inconsistent volume level between the various ads and the film.

Jam Factory cinemas is such underrated venue. The cinemas here are big and clean. VMax is such a great value. The Gold Class experience is excellent with great selection of delicious gourmet food. Easy paid parking garage at the back of the cinemas.

Watched Avatar water ways Totally loved the cinema Very good picture and sound quality Seats were quite comfortable There were few foods options may be because our show started at 9pm and they told us that they had already turned the microwave off .

Got invited to watch the screening of the Black Phone. They have comfy seats and nice room temperature inside. Ambience is perfect. Sound is also not too loud and not too soft. I enjoyed watching movies in this cinema. …

It was an okay experience. Nothing fancy, big screen but the sound system can be better. The candy bar was pricey. But, I have to admit, it was very clean and no funny smells. The movie was good, so all in all a good experience.

Food and drinks was great, the mocktails especially were delicious. However, it didn’t really feel like the whole Gold Class experience. Would love more direction from staff and clarity. Other than that a good experience.

Refurbishment was very impressive however Village Gold Class compared to its competitor is higher in cost but failed miserably in menu selection, complimentary popcorn, reading light for the menu & complimentary parking.

Jam factory cinema is always a treat. In the vmax class the seats are comfortable and large enough to let you stretch out and fully relax. The theatre room is very spacious with a large screen. Will be coming back

Theatre is great with huge screens and amazing sound. The seats can be better and could do with a round of cleaning after every show. My chair had crumbs of chips and the takeway coke on it from the previous show.

This is a fine cinema and the gold class area has a lot of room. The trouble with jam factory is that it always seems so hard to get to and from somehow. At least on a Sunday it is quiet and parking is plentiful.

Went to gold class. Their seats felt damp and sticky. The button to recline was not intact and deep inside its fitting. The recliner itself was shaky and janky as hell. Avoid. This place needs a major upgrade.

place is great and the staff friendly. There is no free carpark which is a little bit inconvenient. Popcorn is super Salty. Should make it without Salt. A little bit expensive for that food. $$$$ …

I Like the place considering depending when or what movie you see its rather empty which I do find nice considering I don’t have to worry about other people and if there are people its never full.

workers very lovely, cool location. seats comfortable but we came with 5 people and due to the seating layout we couldn't have 5 people sitting directly next to eachother so keep that in mind.

Completely dead, I was the only person in the cinema. Don't even know how they make money. They don't even hire people to check your tickets, you can just walk in. Good cinema, though.

Cinemas are fine, but there are no other shops in the Jam Factory. Everything else closed down and a bit grotty. In saying that, plenty of great eateries close by outside.

It's still a great place to watch movies. I prefer vmax as the cinematic experience feels the best, over standard or gold. Staff are friendly, Vrewards are also nice.

We were shouted Gold Class. It is hard to beat the experience! Service was good. Seating is lux. You can see Dinosaurs too. They have some good food packages too.

Nice cinema. It's good to have a movie during the week when is not so busy or late on Friday night after dinner is the best choice. Very clean and tidy as well.

Gold class is another level above other gold classes. Staff was amazingly courteous and professional. Also not stingy in the cocktails, if you know what I mean.

Best place to watch movies and hangout with friends. Movie experience was best and the services are out standing. I watch movies here all the time. Must visit.

Food was terrible. Paper straw broke on arrival had asked for bottled and a glass chicken burger came with sauce which I never asked for. Movie was good

I thought it was just my session they didn't turn the lights off in the cinema. Apparently not. Why would you leave the lights on during a movie........

Great place to watch moves however the gold class needs maintenance. Everything’s a bit old and majority of the toilets were out of order

Nice place to watch movies, clean, easy to access and comfy chairs, plus availability with parking which saved us so much time.

It’s a nice place with a vintage feel. The theatre is small but fine for movies that you want to watch. It was neat and clean.

Absolutely incredible. The manager Jet, was an absolute delight. Couldn't have made things any better if he tried. And he did.

Don’t like to give a bad review , but after paying $22 the seats were like something out of a 70s cinema , very uncomfortable

Great place to watch a movie. Parking was plentiful. The staff were very friendly and helpful and we enjoyed the experience.

This Team always go hard with new movie launches and have a great atrium space for making a statement. Great people!

Great choice of cinemas. Nice seating and big. Best through the day. Pretty popular at night with the young crowd.

Great cinema to watch a movie. I recommend you order online as the staff can be very slow at times.

It's a nice cinema but it's a pain to get to. Jam Factory doesn't have much of a vibe these days.

I was very surprised at how quiet it was. Dozen people in our cinema. Nobody checking tickets.

This cinema has unfortunately started to date quite heavily. Prefer going to hoyts docklands

Like all other cinemas. Extremely over priced snacks, screens and seats. Nothing special.

It was warmer outside. Are they trying to save power by turning the heaters off?

This place is a ghost town. I believe closing down soon but has all you need.

Very nice place. Comfortable seats. Image is of cinema 10 VMAX screen

Overall ok but seats are very old and worn out.

Gold Class was absolutely perfect here!

Nice comfy seats great atmosphere