Cineworld Reviews 1.674

The website is the absolute worst , been on it 40 mins and still can’t book. No wonder they are closing all over. It should not be this hard in 2025 if you do manage to book you get charged £1 per person booking fee, how else are you supposed to book / buy a ticket? Simply awful

Very helpful staff from the kiosk to the people checking your tickets.
Top notch customer service Chesterfield Cineworld.

Bought a 3 months unlimited membership for me and my my husband which is due to exprire on 12th October, sadly the cinema we use closed sunday 28th September therefore it was agreed we would be partly refunded, have been messaging them for days to try to get this actioned, also, an email came through to say that our contracts would be expriring and that they would be auto renewing which i am totally against. The email said that if we dont wish to renew then to call a number which i did, the call said that phonecalls are no longer supported so i have been also mailing for days to make sure they do not take any money from my account but am being ignored. Their customer service is a joke, will have to take copies of all the contact ive made to show my bank so that they cant touch money from my back account. Beware when signing up with this company

STOKE-ON-TRENT BRANCH -

Extremely rude staff (particularly the man with long tied back ginger-ish hair who we assume to be the manager?) who doesn’t even know Cineworld’s own policy on taking cold food into the cinema.

Don’t follow their policies by taking in COLD food (in our instance cake and a biscuit) because apparently it has “been baked somewhere else” so doesn’t count as cold 🤣🤣 He wasn’t even nice about it either, just rude and condescending. He must’ve clearly been bored.

In this economy you’d think they’d be abit more relaxed and welcoming to their customers. We’ll take our business elsewhere, Vue Newcastle is so much better especially when it comes to staff politeness and general policies 🫶🏼

I booked 2 tickets (£10 total) and 2 pairs of 3D glasses (£2.50) in advance on the Cineworld app. The checkout page only said to collect the glasses from the cinema, it didn’t say anywhere that they were non refundable.

Later I needed to change the showing and Cineworld refunded the tickets but refused to refund the glasses. When I asked why, I was just pointed to their online terms and conditions (point 7.13). The problem is that info wasn’t shown at the time of purchase, only hidden away in T&Cs afterwards.

I don’t think that’s fair or transparent. £2.50 isn’t the issue, it’s the fact that Cineworld won’t be upfront with customers. After raising this, they’ve said their position is final and won’t reply further. Pretty poor way of dealing with a simple complaint.

The, i will say ‘manager’ Rachel, is nothing but rude confrontational.
The cinema had let me sons friends in to the cinema- age 13, to watch a pg 15 film, obviously without asking for identification.
When my son went, who actually suffers with a growth problem they point blank refused him entry, even with an adult. She then in an INCREDBLY VILE wah ‘spoke’ to me over a call (the number on the website doesn’t work so dont try it- something else i will be complaining on) her attitude was awful, blunt, rude, standoffish, and could offer no explanation of why some are let in without id and others (who have growth issues) arent allowed in. Basically my decision, its not happening, and then refused to have any further conversation on why and how they are saying they are checking id, when quite clearly they arent.
I have been a manager, hired managers and work in customer services, directly with customer, in training etc, i deal with and have dealt with every type of consumer and her response to my questions were nothing short of rude, uncalled for, unprofessional and i would hand on heart not have her employed as one of my staff. I will continue to persue Braintree cineworld with their head office, in reference to ‘manager’ Rachel and her ability to talk to the general public and therefore do her job.
Disgusted doesn’t even begin to describe her services, a formal complaint to be logged, and all of the cineworld complaints procedures will be monitored.

Bought tickets with smart spending app, purchases completed, didn't received the confirmation email and they couldn't provide one after many e-mail. Will never step a foot there anymore

Tried to contact Cineworld over account as couldn't book. Took them 2 days to reply, the saga is ongoing and all I want to know is do I need to create a new account.
Terrible customer service, asked for a phone call but said they couldn't do this, a minute conversation wouild have sorted this, not surprised they are going bust if this is the service they offer!

The worst most frustrating experience using the website or app.Always issues entering Tesco vouchers even though correct and valid, not accepted please check ? Wanted the Tesco £5 September deal,eventually code went through but didn't give me the deal.Went to payment, payment not accepted, total waste of time.

The manager wouldn't let me and my kids watch an animation movie even if I watched it with them.

it was awful. i booked online so me (F 17), my mum (F 40), and sibling (M 15) could go and watch the conjuring. my brother, who obviously looks 15, was asked for ID when he has never been asked before. granted, we should've brought it, but it's whatever.

we asked for a refund, but we weren't allowed one since in the time they kept us waiting in line, the 2 hour mark hit. literally no help. it wouldn't have been 2 hours if they hadn't made us wait. 😕

36 pound i am never getting back ! do not go

Awful staff asking for photo id for my daughter. We don’t have a passport and wouldn’t accept pop card, debit card or a cea card. Basically called a liar. Do you really think I’d take my child to see a film that isn’t age appropriate. Not all kids have photo id so they have to miss out.

I had cancelled my previous unlimited membership and signed up for a new one. Now I can’t even make any bookings on the website or app with my new unlimited subscription. It doesn’t give me the option to check out with the unlimited option.

I can only speak to my experience but I’ve been a member for almost ten years now and have never had an issue, the app is easy to book with, the screens are clean and the 25% discount on food is always welcome!! I usually go midweek, in the afternoon so would avoid 90% of the issues that negative reviews on here would encounter.

The absolutely worst customer service! It is non existent. Terrible experience with 4dx and no help, no response to email, no phone number, nothing. Cancelling unlimited because it is simply just not worth it. One day when people wonder what happened to Cineworld as they go bust it will be because they forgot customers matter and that they never cared. Odeon etc are so so so much better.

Signed up for Unlimited, their subscription service.

Wanted to sign two of us up at the same time because they have a Refer and Friend promotion where you each get a month free. Used the code generated by the Cineworld app to do it and it failed.

Found a customer service number and called but it said that the line was closed and Cineworld no longer have a phone number.

Emailed customer service about it and got no response, so ended up signing my friend up without the code so that we could go to the cinema. I emailed customer service again, asking for the credit to be retrospectively applied.

Two weeks later they reply asking for the error message I got when trying to use the code. I reply and I never hear back. One month later I follow up for a response and the reply is get is “can you please elaborate on the issue”. I reply saying that I have explained everything I know. They respond saying “if you want to refer a friend you need to use the code at sign up”…. Utterly incompetent.

Secondly, I signed up for Unlimited and it says that after 3 months you get 25% off snacks and drinks. In my emails, however, it says that after one year of membership you get 25% off snacks and drinks.

Sitting 30min and movie even didn’t started yet!
They love to waste people time

Cineworld at the O2.

The screen did not work, and did not come on, the adverts and all trailers played with no visuals, only sound. Had to ask staff 3 times to fix the screen, and we were not the only ones to have to ask.
The seats were uncomfortable.
The audio was very poor.
The visuals were very poor and it was difficult to see many scenes that were dark.
There was constant disruption from people throughout the film using phone torches, people arriving half an hour into the film, and people making false sex noises.
The overall condition of the cinema was very grubby.
Toilets had urine everywhere, walls floor etc and stank.

Despite my son and I being unlimited members for two years and spending nearly £1600 on our visits over this time, cineworld have cancelled my sons membership because he is under 16.Apparently they changed their t&c's so he is now not able to have an account managed by his parents.

Unfortunately because they do not have a customer service department you can actually call, we just get standard blurb, and no actual sense that your point is being listened to. Because we pay for our annual membership upfront we are still owed a refund for 3 months membership each, but they are failing to mention that they are going to refund us, so this will end up as a massive headache trying to get our money back.

For a business that is failing massively and having to close cinemas I fail to understand why they would loose customers so easily, I guess the management like their service is completely inept.

I guess we will just have to go to our local Odeon which is cheaper anyway. Avoid Cineworld at all cost and definitely do not get an unlimited card, once they have your money you'll have to fight to get it back!