Cineworld Reviews 1.675

Inadvertently booked and paid for cinema tickets, not realising I went to the wrong theatre. I had to pay again for the tickets. Was told to contact customer services to get a refund. Have contacted customer services twice, still no response. Looking at the reviews I can see that they couldn’t care less about their customers.

I was shocked to find that Cineworld charges a fee just to book tickets online. Worse still, after I bought the tickets, they didn’t arrive until two hours after the film had already ended. I still went to the cinema, but it was incredibly awkward trying to explain the situation, I had to show staff my bank account to prove I’d paid.

To make matters worse, I emailed customer service and they clearly didn’t read my message properly. They made no effort to help, and simply said that since the event had passed, they wouldn't look into it. Zero accountability or support.

I won’t be booking through Cineworld again.

I am a premium unlimited member and am absolutely sick to death of their website and app!!
Can't book any films now on either as it just crashes before I can choose my seats. I wish will all my heart that Odeon would take over the Ashford complex!! CINEWORLD ARE ABSOLUTELY USELESS!!!

Cineworld wembley i went yesterday with the kids for eid to watch karate kid legends, when we sat on our seat, there was rats in the theatre. The poor kids behind us screamed and poured all their popcorn. I went to tell the manager but was unable to get a solution as it was full. No compensation was offered.

Never ever works. And they took my money once without me getting the tickets. I booked two tickets, but because of the stupid timer and the website crashing out, I managed to pay for the tickets but didn't get any confirmation email or anything. I tried complaining and got nowhere. So I really do recommend you to book in person. Never ever use the website. Might as well be a scam. The cherry on top is everytime you select seats, but the website decides to crash out and you have to start over again, the seats are now "unavailable", despite not even paying anything yet. Absolutely disgrace.

I booked my cinema tickets using my blue light vouchers, everything went well I paid my booking fee , chose my seats then got a message saying something went wrong with my booking, try again, I did but my vouchers have now been redeemed so I can't use them... Cineworld customer service just sends out a generic message , I can't speak to anyone or get my vouchers back it's so frustrating

Title: “Deceptive Customer Service Practices – A Disgrace to Consumer Rights”

I am appalled by the deliberate obfuscation employed by both Cineworld and eHarmony in handling customer complaints. Their so-called ‘support systems’ are nothing more than labyrinthine mazes designed to frustrate and deter genuine customer grievances.

Cineworld:
• Opaque Communication Channels: Attempting to lodge a complaint is an exercise in futility. The absence of direct contact methods, such as a functional phone line or responsive email, forces customers into using restrictive online forms that fail to capture the nuances of individual issues.
• Automated and Impersonal Responses: When responses do arrive, they are often generic, lacking any acknowledgment of the specific concerns raised, indicating a systemic disregard for customer feedback.

eHarmony:
• Predatory Subscription Practices: The platform continues to charge users even after cancellation requests, exploiting the ambiguity in their cancellation process.
• Nonexistent Customer Support: Efforts to seek redress are met with silence or automated replies, leaving customers powerless and unheard.

These practices are not just inconvenient; they are ethically reprehensible and potentially legally questionable. They reflect a broader trend of companies prioritizing profit over transparency and accountability.

I urge fellow consumers to be vigilant and demand better. Companies must be held accountable for such exploitative practices.

Comparing to Vue , Odeon and other cinemas , Cineworld it is the worst .
The food was completely rubbish , cheap nachos probably bought from Lidl , not even Doritos how other places sell , the drinks were not fizzy at all . I expect to get at least decent food for the enormous amount of money I pay for some snacks.
The seats were uncomfortable, the sound was too loud and the movie took forever to start .

I was over-charged £28 for two drinks at the cinema in Rugby. Trying to contact the cinema was impossible as there is no phone. The email I got was essentially “tough shit”.

The app was faulty and booked tickets for the wrong date which we never used. So I emailed “customer services” and received a generic email saying they wouldn’t give a refund unless I purchased new tickets and could send a photo of them. They couldn’t care any less. Just an update to my review, I held the transaction back at the bank and selected the option “goods never received”. Worked a treat.

Absolutely rubbish website. Need to book wheelchair accessible space for my daughter and will not let me. Tried calling customer service but just get message no longer manned and hangs up. Then just tried booking standard seats on aisle but refuses to accept clubcard partner code

Had the movie disrupted by a family, kids running around, the mother constantly taking photos with the flash on and her baby wailing throughout the movie. Because another customer reported it before myself and us being in there until the end of the movie half of which was disrupted, we were not eligible for a refund. Regardless of our personal circumstances we were flat out refused a refund or replacement tickets. Bad business as a return trip would have made them more money. Safe to say I will be staying clear of Cineworld in the future.

Totally unprofessional customer service. Extremely rude staff. Unacceptable behaviour. Stevenage Cineworld.
After rude staff and complain to the manager she told us at the door after the movie "feel free not to come back". Is it the right behaviour from a manager? But why I am not surprised after stinky attitude from one staff of hers.

I was charged twice for 3 tickets in two different locations I tried explaining they never leson and I never got my refund very small screen poor quality bad sound I will never go again Vue is much better

Rude and awful service. Booking incorrect due to their incorrect website and wouldn't give full refund. No wonder people go elsewhere these days!

I got my 82-year-old mother an unlimited pass, which she used without any problems on her first visit. However, the next day, staff, including the manager at Cineworld Feltham branch, denied her entry, insisting she show a confirmation email, despite having the same valid pass.

When I called to resolve this, the manager claimed my mother was rude, even though she was just confused and upset. I explained him that they should help her and offer support to guide her. Despite my apology on her behalf, they still refused her entry.

This experience was upsetting for my mom who is 82 years of age and left a lasting negative impression. I hope Cineworld improves how it handles elderly customers.

Worst customer service I have ever received, if ur looking to get a film pass don’t do it here! Weeks to reply to emails only to do the complete opposite thing and not reply to you. Feels like the customer service team is trying to ruin ur day

The website itself is fine. I did run into issues renewing my cineworld unlimited card once. But that's the only problem I've ever had with it. Their support team has been off-shored so expect slow responses to email from people who struggle to understand your query.

Your experience in cinemas will vary depending on how well your local cinema is run. There's no other way to put it but it's pure luck. My local Cineworld is the most popular of all 3 that are in the city. Unfortunately that means it gets most of the problems including kids being loud or sneaking into 18 rated films. People bring loud, rude or using their phones (including taking calls) in the middle of films. Cinema equipment and facilities that don't work. Staff that just don't care and won't do anything about issues you'd expect them to deal with. I'll never forget that their bouncer was unwilling to remove children under the age of 12 from the 18 rated screening of I know what you did last summer or that I once had to wait 50 minutes into a movie to have the cinema lights turned off because the one staff member who knew how to do it was unavailable.

You're not necessarily going to have these problems but it is a possibility. Personally I'll be switching local cinemas once my unlimited card expires.

As a frequent cinema goer I use the Cineworld in York regularly. On my latest booking I accidentally booked Tuesday instead of Monday. I have no online account having checked out as a guest and I’m woefully dissapointed with the service particularly as the email is sent from a no reply address. I can see available seats on the Monday I mistakenly didn’t book however Cineworlds poor service isn’t permitting me to change the seats to the day I wanted to book for. I think Everyman and Vue shall be getting my custom in future. Here is their reply to my request to change the seats, what poor poor customer service:

Hello Lauren,

Please be advised that customers who have purchased tickets online without a MyCineworld account are not entitled to a refund.

For future online bookings, please sign up for a My Cineworld account here to manage your own booking.

My Cineworld account holders are able to cancel their bookings up to 120 minutes (2 hours) prior to the start of the booked performance provided the tickets have not already been collected at the cinema.

Yours sincerely,

The Cineworld Team

In January I tried and used multiple methods to cancel my membership, filled contact us form multiple times but not received any acknowledgement or answer. Recently I got an email saying that I am on due, which is strange.

I am suffering from your recent changes in the system, your emails changed but unlimited @ cineworld.co.uk hyperlinked to customer.services @ cineworld.co.uk and when I contacted the hyperlinked address it says the email is no longer monitored.

This is causing me lot of problem mentally.

I also previously tried to see with email if that works but no use, filled contact form but no use.

Is anyone really working there at customer services?